ROAR Video Interviews

Empathy, Adaptability, and the Future of Debt Collection

The future of collections is being shaped by several key factors, including the rise of digital communication channels, a focus on customer treatment and empathy, and the ongoing debate surrounding remote work. In this discussion Blair DeMacro-Wettlaufer explores these trends and their implications for the collections industry, highlighting the importance of adapting strategies to meet evolving consumer expectations and leveraging technology effectively. Find out more about Kingston Data & Credit -> Here. Key Points: The use of digital communication channels,… Read more

Contact Centre as a Service: Evolving fast and creating change

Rob Wiles from Odigo explores from of the key trends and challenges in the future of customer experience (CX). Organizations to adapt to evolving customer preferences by leveraging digital channels, integrating data from various sources, and harnessing the power of artificial intelligence (AI). Personalization, automation, and seamless integration across channels and systems are all going to be important in the future, as will be the the role of major hyperscalers like Google, Amazon, and Microsoft in shaping the future of… Read more

Navigating Digital Customer Journeys and Vulnerability

In this full interview with Daniel Calcott , from Digital DRA, we discuss the evolving landscape of digital approaches and customer engagement within the debt resolution industry. While digital channels have become the norm, Dan emphaises the importance of maintaining a human touch and offering seamless transition to agent assistance. It remains important to identify and support vulnerable customers, with a focus on proactively providing options beyond traditional debt advice. Looking ahead, the industry’s next focus areas include proactive customer… Read more

Revolutionising Contact: AI and Digitalisation Transformation

In a fast-paced digital era, AI and digitization are reshaping the landscape of customer service, enabling organizations to provide more personalized and efficient support. In this discussion with Paul Sweeney from Webio, we discuss the potential impact of AI and digitization on customer service operations exploring the benefits of continuous data collection, contextual understanding, and hyper-personalization. The conversation also delves into the role of conversational AI models, the importance of leveraging real conversational data, and the potential for AI to… Read more

[INSIGHTS]: Rising Inflation, Interest Rates, and Housing Market Concerns

This week Kevin and Chris, discussed the recent inflation figures, which exceeded expectations at 8.7% and the rise in interest rates. All of this puts additional pressure on consumers and will have an impact on the housing market, impacting new and different demographics in terms of affordability. The Financial Conduct Authority's efforts to address borrowers in financial difficulty are to be welcomed, emphasizing the need for tailored and proactive approaches. However, there is a lot going on into the summer… Read more

[WEBINAR]: Robot overlords, AI… and a cup of tea: Automation in collections

That was a lot of fun.. final results of the biscuit survey and a good discussion on Automation, getting the fundamentals of your processes right, as an enabler for AI implementation. Also great, relevant discussion on security in the cloud too. Register to watch the full video on the CSA site -> here Summary: Cloud-based systems and artificial intelligence (AI) are shaping the future of business operations, providing opportunities for scalability, flexibility, and cost management. In a discussion among industry… Read more