RO-AR.com : Numbers, Nuances & Observations

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Episodes

171

Latest episode

Aug 2026

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EN-US

About the show

We are on a mission to find the latest ideas, techniques and technologies, in Risk Operations, from companies all around the world. We bring them and the people behind them to you, all to help discover new ideas, spark new thinking and help... at work, as a leader, an employee, in business, at the office or at home.

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60 recent

August 15, 202634 min

Affordability Data in the Consumer Duty Era

This discussion examines how financial-services organisations can use more granular and timely data to improve affordability assessment, credit risk management, vulnerability identification and collections. Paul Moran, Head of Analytics at DutifulData, discusses the limitations of traditional credit-bureau, ONS and open-banking information and explains how application-level data can provide greater insight into individual circumstances and emerging financial stress. The conversation also explores Consumer Duty evidencing, repayment intent, sustainable arrangements, forward-looking affordability and the growing role of AI in creating more personalised customer outcomes.More insights and videos at https://www.ro-ar.com

August 1, 202630 min

Rethinking Collections with Agentic AI

In this discussion with Ade Fatukasi and Selom Mortty from Sarah we explore how agentic AI could reshape credit and collections, moving the industry beyond task automation towards configurable digital employees. The conversation examines conversational outreach, decision-making, compliance monitoring, vulnerability identification, customer transparency and human oversight.It also considers implementation strategy, workforce concerns, AI-to-AI communication, API-enabled services and the competitive threat posed by AI-native businesses. More insights and videos at https://www.ro-ar.com

July 25, 202634 min

Local Government Contact Strategies: Time for a Rethink?

Dan Pearce from Telsolutions discusses how local authorities are modernising resident communications, collections and customer engagement. Local Authorities are seeing rising cost and declining effectiveness of post, changing customer expectations, fragmented legacy systems and the operational barriers to digital transformation.We discuss practical approaches including departmental pilots, verified RCS messaging, WhatsApp, robotic process automation and generative AI virtual assistants. Also explored are the forthcoming changes to council tax collection, the need for earlier and more proactive engagement, and how technology could help local authorities manage increasing service demand without corresponding increases in resources.More insights and videos at https://www.ro-ar.com

July 11, 202632 min

Video, AI and the Human Touch

Matt Copper from Textra Video discusses the changing role of video in business communication, how technology, AI and automation is changing video production.The conversation covers the importance of script quality, production values, editing, brand protection and audience engagement. It also explores how Textra Video combined artist-created assets with software automation to make video more accessible for organisations, particularly for learning, training, explainers, marketing and customer communication.The discussion ends by considering personalised video, messaging-based distribution and the continued role of human creativity.More insights and videos at https://www.ro-ar.com

July 4, 202642 min

The Future of AI in Compliance

Shuweib Abdulrehman from Regulaitor discusses the evolution of AI in quality assurance, compliance monitoring and customer journey oversight in financial services. Firms are adopting AI at different speeds and where traditional manual sample checking continues it is constraining oversight. The discussion explores how AI can move QA beyond transcription and basic sentiment analysis towards policy-aware, product-aware and regulation-aware assessment.AI can help firms review more calls, identify vulnerability markers, assess affordability discussions, support Consumer Duty reporting and provide faster insight into adviser performance. More insights and videos at https://www.ro-ar.com

June 13, 202631 min

Flexible Repayments: The Future of Collections

Rob Tyrrell, co-founder of Haboo Money, explains how changing income patterns, gig economy work, supplementary income and unpredictable earnings create challenges for traditional monthly repayment models. The discussion explores how personalised repayment tools, digital wallets, self-service journeys and data-led insights can help customers remain on track, reduce missed payments and support better outcomes. It also considers the role of open banking, real-time dashboards, AI, API costs, data security and integration with legacy lender systems.More insights and videos at https://www.ro-ar.com

May 23, 202635 min

B2B Credit: Protecting Cash in Uncertain Times

Luke Sculthorp, Commercial Director for the UK and Ireland at My DSO Manager, about the changing dynamics of B2B receivables, arrears management and commercial credit. He explores cash pressure, overdue debt complexity, dispute management, geopolitical risk, automation, customer segmentation, credit judgement, data integration and the future role of technology in empowering credit teams. The discussion positions receivables management as an increasingly strategic function requiring stronger data, better process design and careful use of automation.More insights and videos at https://www.ro-ar.com

May 16, 202626 min

Early Support - Better Outcomes with Local Government

Tracy Stone, Director of Welfare Together, is focused on public sector debt, welfare support and early intervention in local authority collections. This episode we explore why households are falling into arrears, how council tax and utility debts differ from consumer credit, and why middle-income customers are increasingly affected by cost-of-living pressures. The discussion highlights the need for earlier engagement, income maximisation, benefit checks, single-customer views, better financial education and a more preventative approach to collections. It also considers the role of AI in identifying customers who need support, while emphasising that human judgement and empathetic conversations remain central to effective customer outcomes.More insights and videos at https://www.ro-ar.com

April 19, 202633 min

Getting Ahead with AI Adoption

Zandra Moore and Charlie Bartle explore how organisations, particularly in financial services, are moving from AI curiosity to implementation. The discussion focuses on where firms currently stand, why many executives feel pressure to act, and why the real constraint is often not technology but education, prioritisation and change management. They argue that the strongest early returns come from practical internal use cases, especially those that improve operational workflows, unlock institutional knowledge and support compliance. They also discuss the evolution from chat-based tools to assistants and agents, the need for governance and human involvement, and why firms should start with simple, low-risk experiments rather than waiting for perfect certainty.More insights and videos at https://www.ro-ar.com

April 11, 202633 min

The Truth About Affordability

Lee Healey, CEO and founder of IncomeMax, dicusses on affordability, vulnerability, income maximisation and the future of customer support in financial services. It explores how the cost of living, low income, health issues and changing social conditions are affecting households, and considers what financial institutions and government should do in response. A major theme is the balance between human support and digital innovation, including the use of AI to scale customer service while preserving empathy, judgement and inclusion. Overall, institutions can design more humane, effective and resilient support systems for customers facing financial strain.More insights and videos at https://www.ro-ar.com