ROAR Video Interviews

Evolution and the Future of Collections Tech

Andy Pritchard, Chief Strategy Officer for Telrock, examines the rapid evolution of collections technology. It covers key shifts from traditional mainframe systems to cloud-native platforms, the impact of AI and digital-first strategies, and the growing importance of compliance in an increasingly regulated industry. He discusses how technological advancements in cloud and omni-channel communication are reshaping the collections landscape, highlighting the potential for AI to streamline operations and improve customer interactions, underscoring the need for preparedness amid economic uncertainties. Proactive investment… Read more

Embracing a Digital-First Strategy

Nick Krauspe, Director of Compliance and Operations at InDebted, explores the adoption and implementation of digital-first strategies in debt collection. He covers how Indebted applies a digital-first, data-driven approach to customer engagement, leveraging machine learning to personalise each interaction. The podcast delves into regulatory impacts, regional differences in digital adoption, and the delicate balance between digital channels and live human support. Insights into AI and machine learning illustrate how these technologies enhance customer journeys while addressing compliance and vulnerability concerns,… Read more

Navigating the Future: Riding the wave of uncertainty

Graham Norris, an organisational psychologist and futurist, discussing how professionals and organisations navigate uncertainty in a rapidly changing world. The conversation touches on key themes such as binary thinking in response to complexity, the importance of long-term strategic foresight, and the role of imagination in scenario planning. It also delves into specific future concerns, such as the impact of AI, the growing importance of cybersecurity, and the disruptive potential of advances in personalised healthcare. He provides insights for leaders on… Read more

Voice Analytics: Transformation and AI

Gaby Giessen from Boston Consulting Group, discusses work at BCG Henderson Institute on the future of work, particularly the relationship between employee joy, toil, and attrition. Gaby explains what the research says about the importance of hybrid work models, the role of generative AI in reducing toil, and the need for continuous employee feedback. It highlights how organisations can drive better business outcomes by aligning work models and tools with employee preferences, while ensuring leadership adapts to evolving work norms.… Read more

Voice Analytics: Transformation and AI

Ian Taylor from Avoira explores advancements in voice analytics and AI-driven transcription technology, particularly within the financial services sector.In this episode we discuss the impact of cloud computing and AI on real-time transcription, voice analytics, and compliance, with a focus on how these technologies are transforming customer service and operational efficiency.The conversation highlights the benefits of AI in reducing agent wrap-up time, identifying vulnerable customers, and improving sales performance, while also cautioning about the challenges of managing large volumes of… Read more

Real World Applications of Conversational AI

Russell Janab, from UmbrellaTech podcast discusses the integration of artificial intelligence (AI) into business operations, with a focus on customer service and collections.He highlights the challenges, opportunities, and innovations around AI adoption, particularly hyper-realistic conversational AI, which is transforming how companies handle customer interactions.The discussion also covers the global landscape of AI adoption, the role of AI in improving operational efficiency, and strategies businesses should consider to successfully implement AI while managing risks such as AI errors or “hallucinations.” Find… Read more