ROAR Members

Access the full podcast series here Key Takeaways Multifaceted Communication: A multifaceted communication approach is crucial for relationship building in collections. Empathetic Evolution: The collections industry is evolving toward a more empathetic and personalised touch. Human Element: Maintaining a strong human element in communications is essential, even as digital methods become more prevalent. Community Leverage: Credit unions can leverage their close-knit community atmosphere to foster deeper member relationships. Personalised Solutions: Understanding a member’s full background aids in providing personalised solutions… Read more

Access the full podcast series here Key Takeaways Transformation of Entertainment: Connected entertainment experiences are evolving from passive consumption to dynamic engagement through interactive and personalised digital media. Seamless Integration: Amusement parks like Universal Studios exemplify seamless experiences by integrating physical items with digital technology, enhancing storytelling and user engagement. Nostalgia-Driven Demand: Recent trends indicate a growing nostalgia-driven demand for experiences that blend human interaction with technology, moving away from purely digital engagements. Desire for Collective Experiences: Immersive experiences, such… Read more

Access the full podcast series here Key Takeaways New Protections for APP Scam Victims: A reimbursement limit of £85,000 is being implemented, covering 99.8% of all authorized push payment (APP) scam cases. Increase in Customer Complaints: Water companies in England and Wales reported a 29% increase in unresolved customer complaints, primarily concerning billing issues. Starling Bank Fine: A significant fine of nearly £30 million has been imposed on Starling Bank for inadequate financial crime controls and reliance on a limited… Read more

Access the full podcast series here Key Takeaways Industry professionals are transitioning from operational management to strategic roles, focusing on elevating talent and making contact centre careers more appealing. There is an increasing emphasis on external partnerships and collaborations to share knowledge and experiences across the industry. Networking and continuous learning are highlighted as essential for personal and professional growth in a rapidly evolving industry. Organizations must prepare their frontline staff and managers for upcoming changes, as there is a… Read more

Access the full podcast series here Key Takeaways Eco-fascism merges elements of environmentalism with authoritarianism, potentially leading to policies that restrict individual freedoms. By 2050, significant climate change, a global population of 9.8 billion, and extreme pressure on natural systems are expected. Rona Morell's chapter explores the transition from capitalism to global equity through law enforcement as a response to climate challenges. Addressing equality in climate discussions is highlighted as essential for creating sustainable solutions. The narrative emphasises the interconnectedness… Read more

Access the full podcast series here Key Takeaways Understanding Sentiment: Data alone cannot fully capture the behaviour and emotional complexities of employees; a deeper understanding of sentiment is essential. Interconnected Experiences: Employee experience (EX) influences customer experience (CX), and both should be interconnected to drive business success. Emotion in Decision-Making: Emotions and gut feelings significantly impact decision-making—approximately 85% of decisions are emotion-driven. Listening Initiatives: Open-ended surveys and focus groups are critical for understanding employee sentiments and motivations. Metrics Misinterpretation: Company… Read more