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 vie...
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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 vie...
Empathy and Data - Managing Vulnerability Complexity
RO-AR.com : Numbers, Nuances & Observations
34 minutes
9 months ago
Empathy and Data - Managing Vulnerability Complexity
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 u...
RO-AR.com : Numbers, Nuances & Observations
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 vie...
