ROAR Video Interviews

Needing Support – Vulnerability Evolution

This in-depth discussion with Chris Fitch, a leading authority on consumer vulnerability, discusses the evolution of vulnerability thinking in financial services over the past two decades. The conversation explores how regulation, culture, innovation, and operational practices have matured in the UK, placing it as a global leader in this space. Chris reflects on the transition from broad definitions of vulnerability to more actionable support needs, highlights the critical role of data and staff capability, and outlines next steps including data… Read more

Remote Working – and – Walking

This interview features a reflective conversation with Ant Ackers, the founder of Mountain Boardroom, an initiative that uses outdoor experiences to help business leaders break free from the daily grind and reconnect with strategic thinking, trust-building, and authentic relationships. The discussion explores the intersection of leadership development, entrepreneurship, and the human need for connection, offering insights into how nature-based coaching can reshape how we collaborate, reflect, and lead in a post-pandemic, digitally accelerated world. Find out more about the Mountain… Read more

Discovering Vulnerability – Leaning on Data to help

This interview features Stuart Murgatroyd, CEO of Data on Demand, discussing the evolution of data use in financial services to better identify and support vulnerable customers. It explores how regulatory changes, particularly from the FCA, have pushed firms to seek richer, more diverse data sources beyond traditional credit reference agencies. The discussion covers innovative products like “Know Your Vulnerable Customer,” which aggregate multiple external datasets—such as high-cost loan applications, bereavement, insolvency, and mental health registers—into a holistic vulnerability profile aligned… Read more

Guiding across a Galaxy of Support Services

Cat Divers, CEO of the National Support Network (NSN), discusses the evolving support services landscape in the UK. The discussion explores how NSN’s Support Hub is helping organisations—from corporates to charities—guide individuals to the right help, fast. Themes include trends in digital vs. in-person support, challenges in accessibility, personalisation, the importance of timing in support journeys, and how corporates are responding to increasing vulnerability in customer populations. The discussion also addresses how NSN uses data and design to simplify a… Read more

Small changes – yield big insights: Vulnerability Support

Savannah Price, CEO and Founder of Serene, discusses how financial data, particularly open banking data, can be useful for detecting and acting on early signs of customer vulnerability. Behavioural analytics tools, with rich data, can now help financial institutions identify stress and life events through subtle shifts in spending behaviour. The discussion covers the evolving ecosystem around vulnerability, customer trust, probabilistic modelling, integration challenges, and the future potential of vulnerability data across multiple sectors. Find out more about Serene-Here.… Read more

Getting Traction in Financial Services – How to progress

Brendan Gilmore, Managing Director of BPG Strategy, discusses the interplay between fintech innovation and traditional banking. Drawing from two decades in the banking industry and eight years advising fintechs, he provides a nuanced view of selling into financial services, the cultural and operational barriers faced by fintech vendors, and the evolving demands of banks. Covering digital transformation, AI, embedded finance, partnerships, decision-making in large institutions, and strategies for navigating complex financial ecosystems, the conversation offers pragmatic insights for technology providers… Read more