Finding the best KPIs to measure and monitor performance in the new environment

RO-AR.com : Numbers, Nuances & Observations

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Just Sleep - Bedtime Stories for Adults

1
Sherlock Holmes: The Adventure of the Greek Interpreter 43:31

18 روز پیش43:31

پخش در آینده

لیست ها

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43:31

Tonight's bedtime story is a Sherlock Holmes mystery by Arthur Conan Doyle. Support the podcast and enjoy ad-free and bonus episodes. Try FREE for 7 days on Apple Podcasts. For other podcast platforms go to https://justsleeppodcast.com/support Or, you can support with a one time donation at buymeacoffee.com/justsleeppod Order your copy of the Just Sleep book! https://www.justsleeppodcast.com/book/ If you like this episode, please remember to follow on Spotify, Apple Podcasts, or your favourite podcast app. Also, share with any family or friends that might have trouble drifting off. Goodnight! Hosted on Acast. See acast.com/privacy for more information.…

۴ سال پیش 29:17

MP3•خانه قسمت

A conversation with Bernie Smith from Made to Measure KPIs. Bernie, also an author, talks in this full interview about what he has been seeing with his clients in the new post pandemic world regarding the development and use of new KPIs. We also chat about some of the challenges there are in sourcing data, deciding what to measure and then presenting this back to ensure it can drive needed outcomes. A fascinating discussion with some practical advice on what to think about now.

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

148 قسمت

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

Finding the best KPIs to measure and monitor performance in the new environment

RO-AR.com : Numbers, Nuances & Observations

published ۴ سال پیش

اشتراک گذاری

MP3•خانه قسمت

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

148 قسمت

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

همه قسمت ها

1
Needing Support - Vulnerability Evolution 34:51

19 روز پیش34:51

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. Chris reflects on the transition from broad definitions of vulnerability to more actionable support needs, highlights the critical role of data and staff capability, and outlines next steps including data portability, sector-wide collaboration, and a greater focus on measurable outcomes. More insights and videos at https://www.ro-ar.com…

1
Remote Working - and - Walking 25:39

26 روز پیش25:39

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 development, entrepreneurship, and the human need for connection, offering insights into how nature-based coaching can reshape how we collaborate, reflect, and lead in a post-pandemic, digitally accelerated world. More insights and videos at https://www.ro-ar.com…

1
Training and Knowledge Retention: AI Perspectives 38:14

۷ weeks پیش38:14

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 rethink training strategies to adapt to a rapidly changing environment. Explore the challenge of information overload, increasing workplace complexity, and the role of AI in improving employee performance and regulatory compliance. More insights and videos at https://www.ro-ar.com…

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

۸ weeks پیش36:25

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 discussion covers innovative products like "Know Your Vulnerable Customer," which aggregate multiple external datasets—such as high-cost loan applications, bereavement, insolvency, and mental health registers—into a holistic vulnerability profile aligned with FCA characteristics. Stuart highlights practical use cases, challenges in data completeness, and the increasing importance of early identification to prevent harm and improve customer outcomes. It also touches on the future trajectory of vulnerability data, including the integration of AI and the need for ongoing data governance to meet evolving regulatory expectations. More insights and videos at https://www.ro-ar.com…

1
Guiding across a Galaxy of Support Services 36:12

11 weeks پیش36:12

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, personalisation, the importance of timing in support journeys, and how corporates are responding to increasing vulnerability in customer populations. The discussion also addresses how NSN uses data and design to simplify a complex landscape and drive both operational and societal impact. More insights and videos at https://www.ro-ar.com…

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

16 weeks پیش29:06

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…

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

17 weeks پیش37:25

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…

1
Empathy and Data - Managing Vulnerability Complexity 34:14

19 weeks پیش34:14

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…

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

21 weeks پیش29:47

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…

1
Colliding Cultures? Ensuring Effective Communication 29:16

22 weeks پیش29:16

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…

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

26 weeks پیش27:24

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…

1
Debt Servicing and Trends across South America 28:59

27 weeks پیش28:59

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…

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

28 weeks پیش32:30

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…

1
Forecasting the Future: Assessing new Technologies 30:38

29 weeks پیش30:38

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…

1
Digital Transformation and Affordability 42:04

30 weeks پیش42:04

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

31 weeks پیش26:43

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

32 weeks پیش42:04

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

39 weeks پیش30:45

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

39 weeks پیش33:28

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

40 weeks پیش31:47

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. There are implications of AI in regulated industries, especially financial services, where cost efficiency and customer experience drive automation adoption. Adam delves into practical metrics for measuring AI impact, challenges of system integration, and the future of human-AI collaboration in customer service. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
Embracing a Digital-First Strategy 30:02

42 weeks پیش30:02

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, regional differences in digital adoption, and the delicate balance between digital channels and live human support. Insights into AI and machine learning illustrate how these technologies enhance customer journeys while addressing compliance and vulnerability concerns, a clear view on digital transformation in collections. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

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

43 weeks پیش30:45

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 also delves into specific future concerns, such as the impact of AI, the growing importance of cybersecurity, and the disruptive potential of advances in personalised healthcare. He provides insights for leaders on managing uncertainty and building resilience through thoughtful decision-making. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

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

44 weeks پیش24:29

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 feedback. It highlights how organisations can drive better business outcomes by aligning work models and tools with employee preferences, while ensuring leadership adapts to evolving work norms. There is a need for a balance between cost management and fostering employee satisfaction for long-term success. Read the research -> https://www.bcg.com/publications/2024/joy-at-work-matters-more-than-you-realize More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
Voice Analytics: Transformation and AI 27:31

45 weeks پیش27:31

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 service and operational efficiency. The conversation highlights the benefits of AI in reducing agent wrap-up time, identifying vulnerable customers, and improving sales performance, while also cautioning about the challenges of managing large volumes of data. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
Real World Applications of Conversational AI 22:40

47 weeks پیش22:40

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 customer interactions. The discussion also covers the global landscape of AI adoption, the role of AI in improving operational efficiency, and strategies businesses should consider to successfully implement AI while managing risks such as AI errors or "hallucinations." More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

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

48 weeks پیش36:50

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 the shift from aggressive collection tactics to more empathetic strategies, the role of automation in improving efficiency, and the importance of financial literacy. It also touches on how evolving media landscapes, including social media, are reshaping PR strategies, and how alliances across the industry can drive positive change. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

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

49 weeks پیش25:01

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 fundraising, business environment changes, and strategic market entries. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

1
Debt Collections: Insights Across Markets 25:01

51 weeks پیش25:01

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 engagement. He also discussed key regulatory impacts and future market predictions and overview of the current and anticipated dynamics in the sector. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

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

1 year پیش32:12

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 collections practices, and the varying approaches between the US, Canada, and the UK. Key themes include the integration of AI and machine learning, the impact of economic factors on collections, and the regulatory challenges faced by the industry. More insights and videos at https://www.ro-ar.com…

RO-AR.com : Numbers, Nuances & Observations

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

1 year پیش31:49

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 human agents in complex scenarios, providing insights for senior managers on navigating these changes. More insights and videos at https://www.ro-ar.com…

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