ROAR Members

Access the full podcast series here Key Takeaways Challenges in Managing Small Accounts: The collections industry faces significant difficulties in efficiently managing small customer accounts, where the cost of collection may exceed the amount owed. Importance of Data Analytics: Data analytics play a critical role in assessing collection performance and identifying areas for improvement within the business. Customer Segmentation: By segmenting customers based on characteristics and payment behaviours, organisations can adopt more effective, tailored collection strategies. Efficiency through Automation: Automation… Read more

Access the full podcast series here Key Takeaways Gregory Kennedy (VP of Marketing at Alembic) shares insights on measuring marketing effectiveness. Alembic's goal is to tackle the long-standing challenge of identifying which aspects of advertising are truly effective. The company uses advanced technology to integrate first-party and third-party data, providing a comprehensive view of marketing impact. Alembic employs proprietary algorithms and AI methodologies to analyse complex customer journeys and measure revenue impact. The approach combines data from multiple marketing channels,… Read more

Access the full podcast series here Key Takeaways Evolving CX Landscape: The customer experience (CX) landscape in Latin America is undergoing significant changes, driven by shifts in candidate expectations and interests. Shift in Role Preferences: Candidates now favour roles offering meaningful interactions, such as chat and email support, over traditional phone-based customer service positions. Clear Communication in Recruitment: Job seekers increasingly expect clear and accurate communication regarding job roles and expectations throughout the recruitment process. Emergence of Skills-Based Hiring: Employers… Read more

Access the full podcast series here Key Takeaways A seasoned CEO can help a growing startup manage its pace and improve efficiency. Startups face operational challenges as they scale, often resulting in complications with processes and inventory management. Finding the right leadership fit is crucial, as managerial mistakes can significantly impact the company's growth trajectory. Clear role definitions and skill set understanding are essential for effective hiring. Hiring for immediate needs instead of long-term capacity can lead to future misalignment.… Read more

Access the full podcast series here Key Takeaways First Contact Resolution & Wait Times: Prioritising first contact resolution and minimising wait times are top customer priorities in contact centres. Generational Shift: Younger customers value polite and friendly interactions more than expected. Telephony vs Self-Service: Telephony continues to be the gold standard for customer service, even as self-service options grow. Budget Constraints: Rising employee costs (e.g., National Insurance, minimum wage) and operational pressures are increasing budget constraints. Increasing Call Duration: Call… Read more

Access the full podcast series here Key Takeaways The traditional funnel model for customer acquisition is being replaced by the flywheel model, which focuses on ongoing customer relationships and engagement. Nurturing customer relationships leads to higher retention and provides upselling opportunities, making it significantly more cost-effective to grow existing customer accounts than to acquire new ones. Effective information flow between marketing, sales, and customer service is critical to reducing friction in the customer experience. Restructured CRM systems, including customer success teams, foster better alignment and operational efficiency.… Read more