RO-AR.com Summaries

Podcast : Talking Credit Unions Search for original: Link Key Take Aways Rebranding efforts, such as adopting the term ‘Community Bank’, are increasingly common among credit unions in Britain and Ireland to appeal to wider audiences and modernise their image. Clear and relatable messaging is essential; emphasising how services benefit members is more impactful than detailed explanations of the credit union model. Community presence and localised service models are powerful tools in differentiating credit unions from traditional financial institutions. The… Read more

Podcast : Get out of wrap Search for original: Link Key Take Aways The evolution of outbound contact has shifted from traditional sales and collections to proactive, customer-centric engagement that enhances loyalty and retention. Modern contact centres benefit from data-driven insights, enabling targeted and timely outbound interactions that can prevent issues before they escalate. AI and automation now play a critical role in contact centres, improving operational efficiencies and allowing personalised customer outreach at scale. Integration with CRM systems and… Read more

Podcast : Next in Q Search for original: Link Key Take Aways The rise of AI-generated content raises significant concerns for actors and creators about likeness rights, voice cloning, and intellectual property protections, particularly in union versus non-union contexts. AI technology allows for the replication and manipulation of voices and likenesses, creating risks of unauthorised use and potential exploitation without additional compensation. Union organisations like SAG are negotiating protections for actors against AI infringements, but the landscape remains highly unregulated… Read more

Podcast : punk CX Podcast Search for original: Link Key Take Aways There is a persistent disconnect between what companies believe they are delivering and the actual customer experience, emphasising the need for human-centred design. Testing with real humans is essential throughout the product lifecycle, from initial design to physical experience evaluation, ensuring alignment with customer expectations. Brands that continually test and learn about customer needs can close the experience gap and foster stronger engagement. Modern customer expectations are higher… Read more

Podcast : The informing choices mini pod Search for original: Link Key Take Aways Generation Beta (Gen Beta) refers to those born from 2025 to 2039, a cohort expected to inherit a world shaped by technological and environmental challenges. Gen Beta is characterised by being AI native, with significant familiarity with advanced digital technologies from birth. Their environment will be shaped by polarisation, uncertainty, and rapid transitions, influencing their worldview and behaviours. The personas representing Gen Beta include diverse archetypes,… Read more

Access the full podcast series here Key Take Aways The definition of AI varies widely among stakeholders, impacting discussions about its current status and future potential. RPA (Robotic Process Automation) and AI are often conflated, but there is a need for organizations to clarify their understanding of these technologies. True AGI (Artificial General Intelligence) is perceived to be five to ten years away, reflecting a significant but cautious evolution in AI capabilities. Operations are experiencing increased automation, particularly in areas… Read more