Empathy and Data - Managing Vulnerability Complexity

RO-AR.com : Numbers, Nuances & Observations

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about a year ago 34:14

MP3•Episode home

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, regulatory, and technological barriers.

It also delves into the FCA’s Consumer Duty, the role of AI, and how firms can use customer understanding to drive both compliance and strategic advantage.

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

143 episodes

Empathy and Data - Managing Vulnerability Complexity

RO-AR.com : Numbers, Nuances & Observations

published about a year ago

MP3•Episode home

A discussion with Andrew Gething, Founder and Managing Director of MorganAsh, on the challenges of managing customer vulnerability across financial services and other sectors.

It also delves into the FCA’s Consumer Duty, the role of AI, and how firms can use customer understanding to drive both compliance and strategic advantage.

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

143 episodes

#Business #ROStrategy #Tech #MBA #Business News #News

All episodes

RO-AR.com : Numbers, Nuances & Observations

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

12 days 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 discussion covers the evolving ecosystem around vulnerability, customer trust, probabilistic modelling, integration challenges, and the future potential of vulnerability data across multiple sectors. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

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

20 days 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 evolving demands of banks. Covering digital transformation, AI, embedded finance, partnerships, decision-making in large institutions, and strategies for navigating complex financial ecosystems, the conversation offers pragmatic insights for technology providers aiming to gain traction within financial services. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
Empathy and Data - Managing Vulnerability Complexity 34:14

5 weeks 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, regulatory, and technological barriers. It also delves into the FCA’s Consumer Duty, the role of AI, and how firms can use customer understanding to drive both compliance and strategic advantage. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

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

7 weeks 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 consumers, and why this is needed. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
Colliding Cultures? Ensuring Effective Communication 29:16

8 weeks 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-making, and trust. The discussion addresses some of the practical challenges for professionals navigating global teams, mergers, and customer engagement, especially in remote or hybrid work environments; providing actionable insights for leaders managing multicultural teams and expanding into new markets. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

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

12 weeks 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 consumer behaviour, and how lenders can adapt their models to better assess financial resilience. Andy provides some critical insights for financial services professionals navigating the shifting economic landscape in 2025. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
Debt Servicing and Trends across South America 28:59

13 weeks 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 growing role of WhatsApp in borrower engagement, the impact of economic cycles on NPLs, and the regulatory stability that makes Peru an attractive market for international investors. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

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

14 weeks 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 discussion also covers the evolving role of human agents in the backdrop of technological advancements and the strategic implications for managing customer interactions in financial services. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
Forecasting the Future: Assessing new Technologies 30:38

15 weeks 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 industries, particularly financial services. Steve shares insights into managing technological complexity, the importance of governance, and the opportunities presented by trends such as small AI models, quantum computing and even space technologies. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
Digital Transformation and Affordability 42:04

16 weeks 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 seamless support. The conversation highlights the challenges and opportunities presented by economic pressures and shifting consumer behaviours, while offering a forward-looking perspective on digital transformation and AI adoption in affordability processes. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
Digital Solutions for Financial Support 26:43

17 weeks 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, regulatory challenges, and opportunities to make debt support more accessible and effective. With a focus on integrating proactive and scalable solutions, the dialogue highlights how the financial services industry can adapt to better serve vulnerable customers. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
AI, Automation, and Autonomous Agents 42:04

18 weeks 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, together with the challenges of adopting AI, the role of transparency and governance, and the immense opportunity for businesses to optimise processes. The session highlights the importance of a blended approach, combining traditional and innovative automation tools to drive efficiency, scalability, and compliance. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
AI Transformation in Contact Centres and Beyond 30:45

25 weeks 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 rapid technological evolution... enabling sophisticated, personalised customer interactions. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
Evolution and the Future of Collections Tech 33:28

26 weeks 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 advancements in cloud and omni-channel communication are reshaping the collections landscape, highlighting the potential for AI to streamline operations and improve customer interactions, underscoring the need for preparedness amid economic uncertainties. Proactive investment is a strategic advantage. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

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

26 weeks ago31:47