Best ROStrategy Podcasts (2025)

1
Paying Attention to Focus, Engagement and Action 37:58

Play Pause

5h ago37:58

37:58

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, sing…

1
AI and the Future of Outsourcing 34:50

1M ago34:50

34:50

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 experien…

1
Managing Business Supplier Risk - Real Time 29:03

2M ago29:03

29:03

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-bankin…

1
Evolution and Opportunity In Customer Feedback 29:15

2M ago29:15

29:15

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 pote…

1
Why don't we see great ads anymore - and what to do about it! 31:25

2M ago31:25

31:25

In this discussion Orlando Wood (Chief Innovation Officer, System1) explains how advertising effectiveness hinges on the interplay between showmanship and salesmanship. He traces back to a change in 2005–2006, a digital pivot, after which we have seen the erosion of emotional creativity. Orlando explains the power of fluent devices, platform-specif…

1
Needing Support - Vulnerability Evolution 34:51

4M ago34:51

34:51

This in-depth discussion with Chris Fitch, a leading authority on consumer vulnerability, discusses the evolution of vulnerability thinking in financial services over the past two decades. The conversation explores how regulation, culture, innovation, and operational practices have matured in the UK, placing it as a global leader in this space. Chr…

1
Remote Working - and - Walking 25:39

4M ago25:39

25:39

This interview features a reflective conversation with Ant Ackers, the founder of Mountain Boardroom, an initiative that uses outdoor experiences to help business leaders break free from the daily grind and reconnect with strategic thinking, trust-building, and authentic relationships. The discussion explores the intersection of leadership developm…

1
Training and Knowledge Retention: AI Perspectives 38:14

4M ago38:14

38:14

Adrian Harvey, CEO of Elephants Don’t Forget, shares insights on the failures of traditional training methods, the importance of personalisation in learning, and the impact of hybrid work on knowledge retention. The conversation also examines the evolving role of AI in compliance, customer service, and employee support, highlighting how firms must …

1
Discovering Vulnerability - Leaning on Data to help 36:25

5M ago36:25

36:25

This interview features Stuart Murgatroyd, CEO of Data on Demand, discussing the evolution of data use in financial services to better identify and support vulnerable customers. It explores how regulatory changes, particularly from the FCA, have pushed firms to seek richer, more diverse data sources beyond traditional credit reference agencies. The…

1
Guiding across a Galaxy of Support Services 36:12

5M ago36:12

36:12

Cat Divers, CEO of the National Support Network (NSN), discusses the evolving support services landscape in the UK. The discussion explores how NSN’s Support Hub is helping organisations—from corporates to charities—guide individuals to the right help, fast. Themes include trends in digital vs. in-person support, challenges in accessibility, person…

1
Small changes - yield big insights: Vulnerability Support 29:06

7M ago29:06

29:06

Savannah Price, CEO and Founder of Serene, discusses how financial data – particularly open banking data – can be useful for detecting and acting on early signs of customer vulnerability. Behavioural analytics tools, with rich data can now help financial institutions identify stress and life events through subtle shifts in spending behaviour. The d…

1
Getting Traction in Financial Services - How to progress 37:25

7M ago37:25

37:25

Brendan Gilmore, Managing Director of BPG Strategy, discusses the interplay between fintech innovation and traditional banking. Drawing from two decades in the banking industry and eight years advising fintechs, he provides a nuanced view of selling into financial services, the cultural and operational barriers faced by fintech vendors, and the evo…

1
Empathy and Data - Managing Vulnerability Complexity 34:14

7M ago34:14

34:14

A discussion with Andrew Gething, Founder and Managing Director of MorganAsh, on the challenges of managing customer vulnerability across financial services and other sectors. The conversation explores how vulnerability management has evolved—from simplistic flagging to more nuanced, data-driven, and empathetic approaches—and highlights operational…

1
Hitting the Real Time - Accurate, timely bureau reporting 29:47

8M ago29:47

29:47

James Bryce-Lind, Founding Commercial Director at InFact, the UK’s challenger credit bureau discusses transformative impact of real-time data on credit decisioning and the challenges posed by legacy systems. He explains some of the innovations InFact is bringing to market to support financial inclusion, especially for thin-file and subprime consume…

1
Colliding Cultures? Ensuring Effective Communication 29:16

8M ago29:16

29:16

Caroline Lewis, Centre Director at Richard Lewis Communications, discussed the Lewis Model and the critical importance of cross-cultural understanding in a globalised business world. Drawing on the work of linguist Richard D. Lewis and the seminal book When Cultures Collide, the discussion explores how cultural norms shape communication, decision-m…

1
Being Up to Date - Current Trends in Affordability 27:24

9M ago27:24

27:24

Andy Johnson, Client Partner at 4Most, explores the evolving affordability landscape in the UK. The discussion covers emerging trends in consumer spending, the impact of inflation, and the need for real-time data in credit decisioning. Key topics include the affordability pressures on lower-income households, the ongoing structural changes in consu…

1
Debt Servicing and Trends across South America 28:59

9M ago28:59

28:59

Catalina Luna Kisic explains the debt servicing and collections landscape in South America, focusing on key markets, economic drivers, regulatory environments, and technological advancements. In this discussion she provides insights into portfolio sales, SME lending trends, fintech disruption, and AI adoption in collections, highlighting the growin…

1
New Tech, New Trends? Contact Centre Dynamics 32:30

9M ago32:30

32:30

Gavin Stewart from VCC Live discusses the latest trends and technologies in the contact centre industry, particularly in the financial services sector. In this conversation, he highlights the integration of AI and machine learning, the adoption of multichannel communication strategies, and the regional variations in technology uptake. The discussio…

1
Forecasting the Future: Assessing new Technologies 30:38

10M ago30:38

30:38

Steve Suarez, CEO of Horizon X Consulting, explains some of the best practices he uses in the identification of emerging technologies and how to integrate them in order to generate business transformation. The discussion covers the evolution of AI, the growing significance of quantum computing, and the role of innovation in shaping the future of in…

1
Digital Transformation and Affordability 42:04

10M ago42:04

42:04

Mark McElvanney, Client Services Director for IEHub, discusses the impact of regulatory changes, the importance of affordability assessments and innovative tools designed to support customers. Key themes include the integration of benefits assessments, affordability data portability, and partnerships with third-party organisations to deliver seamle…

1
Digital Solutions for Financial Support 26:43

10M ago26:43

26:43

Loris Raimo, co-founder of Snorkel, discusses the transformation of financial support through digital innovation. The conversation explores barriers to engagement, the potential of AI and chatbots, and the evolving needs of consumers in financial distress. Key topics include the role of technology in bridging the gap between lenders and consumers, …

1
AI, Automation, and Autonomous Agents 42:04

10M ago42:04

42:04

Hamid Motahari from UpBrains and Adi Hazan from Analycat delve into the evolution of robotic process automation (RPA) and the integration of artificial intelligence into workflows. This discussion explores how automation technologies have advanced from simple workflows to intelligent systems that handle unstructured data and complex decision-making…

1
AI Transformation in Contact Centres and Beyond 30:45

12M ago30:45

30:45

Martin Neilson from MEGA explores the integration of AI-driven voice bots in debt collection and customer service, focusing on how they enhance human operators’ efficiency rather than replacing them. Ethical, regulatory, and market dynamics are all key considerations, however AI is due to have a significant role in omnichannel strategies, with rapi…

1
Evolution and the Future of Collections Tech 33:28

12M ago33:28

33:28

Andy Pritchard, Chief Strategy Officer for Telrock, examines the rapid evolution of collections technology. It covers key shifts from traditional mainframe systems to cloud-native platforms, the impact of AI and digital-first strategies, and the growing importance of compliance in an increasingly regulated industry. He discusses how technological a…

1
Revolutionising Customer Service: Future of AI and Chatbots 31:47

1y ago31:47

31:47

Adam Rathbone, Senior Sales Engineer at Boost AI, explores the evolving role of artificial intelligence in customer service, with a particular focus on messaging and chatbots. He discusses the shift from rule-based to hybrid AI models, incorporating generative AI to enhance customer interactions while managing compliance and accuracy concerns. Ther…

1
Embracing a Digital-First Strategy 30:02

1y ago30:02

30:02

Nick Krauspe, Director of Compliance and Operations at InDebted, explores the adoption and implementation of digital-first strategies in debt collection. He covers how Indebted applies a digital-first, data-driven approach to customer engagement, leveraging machine learning to personalise each interaction. The podcast delves into regulatory impacts…

1
Navigating the Future: Riding the wave of uncertainty 30:45

1y ago30:45

30:45

Graham Norris, an organisational psychologist and futurist, discussing how professionals and organisations navigate uncertainty in a rapidly changing world. The conversation touches on key themes such as binary thinking in response to complexity, the importance of long-term strategic foresight, and the role of imagination in scenario planning. It a…

1
Joy vs Toil: the Future of Hybrid Work and Employee Retention 24:29

1y ago24:29

24:29

Gaby Giessen from Boston Consulting Group, discusses work at BCG Henderson Institute on the future of work, particularly the relationship between employee joy, toil, and attrition. Gaby explains what the research says about the importance of hybrid work models, the role of generative AI in reducing toil, and the need for continuous employee feedbac…

1
Voice Analytics: Transformation and AI 27:31

1y ago27:31

27:31

Ian Taylor from Avoira explores advancements in voice analytics and AI-driven transcription technology, particularly within the financial services sector. In this episode we discuss the impact of cloud computing and AI on real-time transcription, voice analytics, and compliance, with a focus on how these technologies are transforming customer servi…

1
Real World Applications of Conversational AI 22:40

1y ago22:40

22:40

Russell Janab, from UmbrellaTech podcast discusses the integration of artificial intelligence (AI) into business operations, with a focus on customer service and collections. He highlights the challenges, opportunities, and innovations around AI adoption, particularly hyper-realistic conversational AI, which is transforming how companies handle cus…

1
Effective PR: Shaping Financial Services (and Collections) 36:50

1y ago36:50

36:50

Oliver Chesher, MD of Galibier PR, explores the intersection of public relations (PR) and the financial services industry, focusing on the collections sector. He discusses the challenges faced by collections firms, particularly in balancing their B2B relationships with lenders and the public perception of their activities. The conversation covers t…

1
Funding and how to think about growing your business 25:01

1y ago25:01

25:01

Jon Keating discusses the shift toward efficient revenue growth, the increasing scrutiny of company valuations, and the strategic use of technology and advisory roles to navigate changing economic landscapes. Jon is a board advisor with extensive experience in the office of the CFO across multiple large tech companies, focusing on trends in fundrai…

1
Debt Collections: Insights Across Markets 25:01

1y ago25:01

25:01

Nick Cherry, COO of Phillips and Cohen, explores significant trends and strategic shifts in the probate and collection spaces of the financial services industry. The discussion spans topics from global market operations and the impact of economic factors to the integration of AI and digital solutions in enhancing operational efficiency and customer…

1
Digital Adoption: Insights from Canada, the US and the UK 32:12

1+ y ago32:12

32:12

Sam Andary and Chris Warburton explore the evolving landscape of collections and recoveries in the financial services industry, focusing on trends and innovations across different markets, particularly in the wake of the COVID-19 pandemic. This discussion features insights on the adoption of digital technologies, the professionalization of collecti…

1
The Digital Shift: Collections Strategies for a New Era 31:49

1+ y ago31:49

31:49

Steve Exton, from Firstsource discusses the evolving landscape of digital transformation in the collections and financial services industry, focusing on the adoption of digital technologies like AI and SaaS models. He explores the impact of COVID-19 as a catalyst for digital strategies, the role of managed services, and the ongoing importance of hu…

1
Buzzwords or Real Solutions: What really matters 47:56

1+ y ago47:56

47:56

James Hill, CEO of Flexys, delves into current trends in the collections industry, emphasising the roles of AI, open banking, and core functionalities. He notes that while innovation is eagerly discussed, fear of change and legacy systems often impede progress. Real-time technology adoption is increasing, enhancing customer engagement and operation…

1
Harnessing Data - Efficient Workflows and Decision Making 28:22

1+ y ago28:22

28:22

Daniel Gregory, Head of Partnerships at Invevo, shared insights into the recent developments in digital adoption and data integration within the company. The conversation highlights the increasing emphasis on high-quality data and its impact on enhancing workflow processes and decision-making across businesses. It also discussed the evolving percep…

1
Open Banking Developments - Updating Payments 18:49

1+ y ago18:49

18:49

Stefan van Calker from Tink discusses the latest developments in open banking and its increasing integration across various sectors. He highlights the evolving landscape of open banking payments, their growing adoption, and the integral role of data integration in enhancing financial management. Emphasizing the benefits of inclusive payment methods…

1
Clouds, Calls, and the AI Revolution - Contact Centre Edition 39:56

1+ y ago39:56

39:56

Fred Stacey, CEO of Cloud Tech Gurus, discussed the dynamic evolution of technology in contact centers, focusing on the shift towards cloud computing and artificial intelligence (AI). He emphasises the broader implications of these technological advances on business operations, workforce dynamics, and economic strategies in a rapidly changing globa…

1
Artificially Speaking - Exploring AI's Impact 46:42

1+ y ago46:42

46:42

David Marr discusses the evolving role of artificial intelligence (AI), particularly large language models, in society and industry. This interview highlights AI's transition from a niche interest to a pervasive topic, exploring its impact on jobs and societal changes, the waning novelty, and the shift towards finding substantial, impactful applica…

1
The Evolving Landscape of Digital Security 51:08

1+ y ago51:08

51:08

Kevin Prone from FourNet, together with Kevin Still, discusses the escalating threats in cybersecurity, highlighting the rapid advancement and sophistication of cyber-attacks, especially in light of recent events like the COVID-19 pandemic which accelerated digital transformation. They discuss the challenges of ensuring digital security in this fas…

1
Tech Innovations Transforming Credit Union Services 27:15

1+ y ago27:15

27:15

In this conversation with Andrew Duncan, CEO of SOAR, a platform supporting credit unions and CDFIs, we discuss insights into the evolving landscape of credit unions in the wake of the cost of living crisis and technological advancements. Andrew highlights the shift in borrowing purposes towards essential needs, the challenge of technology adoption…

1
An Insight into the Modern World of Enforcement 33:36

1+ y ago33:36

33:36

In this conversation with Russell Hamblin-Boone, CEO of the Civil Enforcement Association, we discuss some of the innovations that have been reshaping the sector, highlighting significant regulatory changes, the introduction of the Enforcement Conduct Board, and the nuanced approaches to debt collection in a post-pandemic society. The conversation …

1
Burnout to Balance: Insights and Strategies for Modern Leaders 32:20

1+ y ago32:20

32:20

In this conversation with Deborah Bulcock, an executive coach, we discuss her insights on transitioning from corporate life to running her own coaching business since 2018. She discussed the challenges of balancing marketing, sales, and client work, emphasizing the importance of networking and finding effective business development strategies. Refl…

1
Helping Customers and Clients with Service Visits and Data 31:16

2y ago31:16

31:16

Gary Jones, Managing Director of Verify, delves into the evolving landscape of field services in the financial and utility sectors, emphasizing a shift from traditional debt collection to a more nuanced approach focusing on customer support and data collection. He discusses the impact of recent socio-economic changes on customer vulnerability and t…

1
Enhancing Communications Clarity - Peter Wordsworth, Consumer Duty Services 28:27

2y ago28:27

28:27

Peter Wordsworth, from Consumer Duty Services, shares his insights on the evolving landscape of debt advice, the pivotal role of technology, and the impact of regulatory changes on the sector. With an emphasis on the current economic pressures, he highlights the challenges and opportunities within debt advice, emphasizing innovation, the adoption o…

1
A new era of money management: Changing generational views 29:31

2y ago29:31

29:31

In this interview, Bob Winnington, CEO of the Money Advice Liaison Group, discusses the group's recent conference, focusing on the evolving demographics of debt management. Keynote speakers addressed generational differences in debt handling, the impact of digital technologies, and regulatory challenges with the conference highlighting a lack of fi…

1
A great tradition with very modern challenges 11:08

2y ago11:08

11:08

In this insightful interview, Nick Christmas from North Pole Enterprises discusses the evolving challenges and trends in the world of Christmas magic. The conversation covers how they are trying to adapt to modern demands, technological advancements, environmental concerns, and the future of celebrations. more here -> https://www.ro-ar.com/north-po…

1
Decisioning, Data : Using the Right Tools 34:16

2y ago34:16

34:16

In this conversation, Adi Hazan, from Analycat, explores the intricate dynamics of decision-making in the data-driven world. The discussion around AI and its impact on various industries delves into the evolution of decision logic, the human brain's role in AI decision-making, and the challenges posed by data overload and bias. It also further disc…

1
Improving Communication Intelligibility 29:23

2y ago29:23

29:23

In this discussion, Ewan Willars from Amplified Global discusses the nuanced differences between readability and intelligibility in customer communications, particularly in the context of legal and financial services. The discussion explores the implications of these concepts for consumer understanding, legal compliance, and effective communication…