ROAR Video Interviews

Levelling the playing field – Data centric design

In this discussion, Hemant Patel discusses the transformative power of data analytics and its increasing role in business decision-making. He highlights the rapid evolution of large language models and generative AI, emphasizing the need for robust governance and regulation. The conversation underscores the importance of data literacy across organizations, ensuring data-driven decision-making becomes more prevalent. There is the potential for data science to level the playing field for businesses, both big and small. Hemant discusses Anumana’s Code Academy initiative, aimed… Read more

Enhancing Collections Strategies for Digital Engagement

In this conversation with Pedro Maya we discuss optimizing collection strategies in the evolving digital landscape, especially in the North American context. The discussion covers the use of digital SMS channels for engagement, the impact of legal concerns, and the importance of early engagement in effective collections. Strategies for handling high-risk customers, leveraging artificial intelligence (AI), and aligning employee incentives with customer needs are explored. There is an emphasis on continuing investments in collections and technology, suggesting an omnichannel approach… Read more

Exceeding Customer Expectations UK – Telephony still critical

In this conversation with Steve Morrell we discuss the findings of a customer survey on contact center trends, focusing on the preference for phone support and the significance of human connection. He highlights the value of empathy and listening skills in contact center agents, emphasizing the role of these qualities in providing effective customer service. The conversation delves into the shift in customer channel preferences during the pandemic, the rise of AI-assisted agents, and the complex dynamics of channel choices.… Read more

Energy Insights: Navigating Rising Prices and Consumer Impacts

The energy and utility industry is undergoing significant changes, with renewable energy sources gaining dominance and increasing emphasis on consumer engagement. In this video Ian Parry, from Future Leaders, explores key challenges and opportunities in the sector, including the impact of price caps, hedging strategies, and the evolving role of consumers as energy generators. He discusses the need for better infrastructure to handle renewable energy surges and highlights the importance of addressing financial stress and vulnerability among consumers. Furthermore, he… Read more

[BONUS]: Embracing Nuance and Complexity in the Age of Data Analytics

The discussion with Paul Sweeney moves beyond Credit and Collections to explore the potential of technology to deepen our understanding of the world, facilitate behavior change, and personalize experiences. We question the scientific basis of certain psychological frameworks and emphasize the importance of biomarkers and observable data in gaining insights into human cognition. Additionally, We delve into the concept of context collapse, where different online contexts blend together, and highlight the need for governing data-driven processes. The conversation ultimately encourages… Read more

The Changing Content Landscape: How to Excel

In the era of the attention economy, businesses are navigating the dynamic landscape of social media to engage their target audience effectively. In this discussion with Paul Banks we chat about the significance of authenticity in content creation and the role of AI tools like chat GPT in enhancing business productivity. The discussion covers various social media platforms, including LinkedIn and Facebook, and highlights the importance of understanding the unique dynamics and audience preferences of each platform. In the end… Read more