ROAR Insights.

Insights ¦ The Attention Economy

Published by: Scientific American Search for original: Link Key Take Aways Understanding cognitive biases—such as trust in in-group sources, confirmation bias, and social conformity—is essential for recognising how social media and algorithms exploit these vulnerabilities. Digital platforms amplify innate biases through personalised content curation, reinforcing echo chambers, polarisation, and misinformation. Limited attention span among users leads to a winner-takes-all virality pattern, where most information remains unnoticed, and a few pieces dominate spread regardless of intrinsic quality. Social media algorithms prioritise… Read more

Insights ¦ A demographic deep dive into internet adoption

Published by: Ofcom Search for original: Link Key Take Aways Digital exclusion remains significant, with approximately 5% of UK households (around 2.5 million people) lacking home internet access, despite a marked decline since 2019. The highest demographic risk for non-internet access is individuals aged 85+, with those aged 75-84 also notably impacted, indicating the need for targeted inclusion strategies. Breakdowns show that social housing renters constitute a considerable proportion of those without internet at home, highlighting housing tenure as a… Read more

Insights ¦ OFGEM Consumer Vulnerability Strategy

Published by: OFGEM Search for original: Link Key Take Aways The strategy underscores a broad, principles-based approach to consumer vulnerability, emphasising individual circumstances and personal characteristics. Focused outcomes aim to ensure consumers in vulnerable situations are identified, supported, and can access tailored services with minimal burden. Data sharing and smarter use of data are central themes, promoting transparency, proactive identification, and timely intervention for vulnerable consumers. The strategy prioritises support for consumers struggling to pay their bills through guidance on… Read more

AI Voice Agents in Debt Collections – 2025

An updated summary of the use of Voice AI Agents within the arrears management and collections process. Currently a hot topic, the briefing covers some of the major considerations when looking at this sector. Executive Summary Artificial‑intelligence (AI) voice agents are reshaping UK debt‑collection operations. Early adopters report operating‑cost reductions of up to 40 percent and recovery uplifts of 10–80 percent, while maintaining or improving customer satisfaction. Voice‑driven automation now covers high‑volume, low‑complexity interactions—reminders, identification, payment capture—freeing human agents for complex negotiations and… Read more

Customers in Arrears: Australian and UK Legislation – A Comparison – 2025

An updated summary and comparison of regulations and constraints for arrears management, in financial institutions in Australia and the UK. Some very similar themes, albeit with some differences in areas of specific thresholds for calls. Introduction In Australia, a framework of laws, regulatory guidelines, and industry codes governs debt collection and arrears management in banking. These rules aim to ensure fair treatment of customers, protect privacy, and set standards for communications and data handling. This paper summarizes key Australian legislation… Read more

Insights ¦ Firms’ treatment of customers in vulnerable circumstances – review

Published by: Financial Conduct Authority (FCA) Search for original: Link Key Take Aways There is a recognised need to support customers in vulnerable circumstances, given their susceptibility to harm and diverse needs. The FCA conducted a comprehensive review evaluating firms’ actions, outcomes for customers, and the relevance of existing guidance under the Consumer Duty. Many firms demonstrate positive practices and exhibit increased awareness, culture change, and tailored support towards vulnerable customers. Consumer research indicates that, despite improvements, consumers in vulnerable… Read more