Ben Williams from JOYnt, Ben discusses the evolution of consumer payments, focusing on some of the limitations of traditional direct debit, the role of open banking, and the growing need for flexible, consumer-led payment experiences.

The conversation explores how payment behaviour data can improve affordability insight, reduce fail payments, and deliver better outcomes for both consumers and businesses.

More insights and videos at https://www.ro-ar.com

In this discussion with James Crouch from Opinium we chat about insights into public perception of the UK collections industry, researched for the Credit Services Association.

Key topics include the challenges of maintaining a positive reputation, the role of clear communication, and the impact of the cost-of-living crisis.

The conversation highlights the value of ongoing public perception research and the opportunities for the collections industry to improve its public image through targeted communication and advocacy. It also touches on the use of data and AI tools for enhancing industry practices.

More insights and videos at https://www.ro-ar.com

An update with futurist and psychologist Graham Norris on how organisations and individuals should think about rapid change.

A focus on AI’s transition from hype to deployment, the behavioural risks of over-reliance, and how firms can maintain judgement and differentiation as AI becomes normalised.

More insights and videos at https://www.ro-ar.com

An in-depth conversation with Chris Leslie, Chief Executive of the Credit Services Association, examining how the UK collections industry has evolved, the gap between public perception and operational reality, and the regulatory and economic pressures shaping the sector.

The discussion explores customer engagement dynamics, the rise of digital and AI-enabled communication, misinformation challenges, credit market conditions, regulatory costs and future reforms. It offers a strategic view of the issues senior financial services leaders should monitor as the collections landscape continues to transform.

More insights and videos at https://www.ro-ar.com

A discussion with Dr Ali Goode a cognitive scientist, interrogating contemporary notions of attention and engagement in advertising and operational contexts.

The discussion differentiates looking from cognitive attention, criticises overreliance on proxy measures (eg, webcam eye-tracking), and sets out practical principles — fluent processing, single-message design, heuristic use, rapid initial engagement and sequenced communications — for motivating behavioural responses.

The conversation explores the implications for credit risk and collections, the limits of AI and synthetic data, and the need to codify experimentally validated communication patterns.

More insights and videos at https://www.ro-ar.com

In this episode, Chris Hague, SVP at Bill Gosling Outsourcing, discusses the role of AI in the BPO and collections industry.

The conversation explores the evolution of AI from RPA-style automation to large language models, cultural and operational challenges in adoption, client risk concerns, and the balance between efficiency and customer experience.

Key themes include the shift from cost-per-seat to cost-per-outcome, the future of ring-fenced models, the importance of risk management, and the broader societal impact of automation.

The discussion positions AI as both a transformative enabler and a frontier filled with challenges requiring structured, controlled approaches.

More insights and videos at https://www.ro-ar.com

A discussion with Alan Nagel, CEO and founder of KYP, where Alan explores how continuous, change-driven monitoring, behavioural analytics, and graph-based techniques can strengthen supplier resilience and financial crime defences.

The discussion covers post-pandemic supply-chain complexity, regulatory expectations, AI-enabled fraud, API/open-banking risks, cultural and organisational barriers, and the imperative to move from periodic checks to real-time, auditable oversight.

More insights and videos at https://www.ro-ar.com

Caroline Wells discusses the evolving landscape of complaints handling and customer experience. We explore the societal drivers of complaints, cultural attitudes within firms, and the tension between automation and human insight.

The discussion examines the influence of media and claims management companies, proposed Ombudsman fee reforms, and potential FCA–FOS alignment.

Lessons from other sectors can highlight the importance of inclusive design, flexibility, and transparent communication. The central theme is reframing complaints as strategic intelligence and embedding service design around real-life customer needs.

More insights and videos at https://www.ro-ar.com