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On the show
From 12 epsHost
Recent guests
Recent episodes
Flexible Repayments: The Future of Collections
Jun 13, 2026
31m 14s
B2B Credit: Protecting Cash in Uncertain Times
May 23, 2026
35m 40s
Early Support - Better Outcomes with Local Government
May 16, 2026
26m 33s
Getting Ahead with AI Adoption
Apr 19, 2026
33m 05s
The Truth About Affordability
Apr 11, 2026
33m 27s
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| Date | Episode | Topics | Guests | Brands | Places | Keywords | Sponsor | Length | |
|---|---|---|---|---|---|---|---|---|---|
| 6/13/26 |  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... | 31m 14s | ||||||
| 5/23/26 |  B2B Credit: Protecting Cash in Uncertain Times✨ | B2B receivablesarrears management+5 | Luke Sculthorp | My DSO Manager | UKIreland | B2B creditreceivables management+5 | — | 35m 40s | |
| 5/16/26 |  Early Support - Better Outcomes with Local Government✨ | public sector debtwelfare support+3 | Tracy Stone | Welfare Together | — | arrearscouncil tax+3 | — | 26m 33s | |
| 4/19/26 |  Getting Ahead with AI Adoption✨ | AI adoptionfinancial services+3 | Zandra MooreCharlie Bartle | financial services | — | AIimplementation+3 | — | 33m 05s | |
| 4/11/26 |  The Truth About Affordability✨ | affordabilityincome maximisation+4 | Lee Healey | IncomeMax | — | affordabilityincome maximisation+5 | — | 33m 27s | |
| 4/5/26 |  Tread Carefully: Regulatory Uncertainty - Retrospective Risk✨ | regulatory uncertaintyconsumer credit+5 | Jason Wassell | CCTAConsumer Credit Trade Association+2 | — | regulatory uncertaintyconsumer credit+5 | — | 26m 16s | |
| 4/4/26 |  Why Payment Innovation Fails✨ | payment innovationdirect debit+4 | Mike Hutchison | UK paymentsopen banking+3 | — | payment innovationdirect debit+4 | — | 28m 06s | |
| 3/22/26 |  Beyond AI Hype: What Digital Transformation Really Means✨ | AI implementationdigital transformation+3 | Mark Pearce | — | — | AIdigital transformation+5 | — | 40m 28s | |
| 2/22/26 |  Financial Inclusion: Credit Union model working well✨ | financial inclusioncredit unions+4 | Matt Bland | Association of British Credit Unions | UK | financial inclusioncredit union+5 | — | 37m 23s | |
| 2/1/26 |  AI in Business: What is really happening?✨ | artificial intelligencebusiness transformation+3 | John Welsh | True Worth AI | — | AIbusiness+5 | — | 51m 53s | |
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| 2/1/26 |  The Future of Bill Payments✨ | consumer paymentsdirect debit+4 | Ben Williams | JOYntROStrategy | — | bill paymentsconsumer-led payments+4 | — | 32m 02s | |
| 1/25/26 |  Reputation, Regulations and Reality: What the Public Really Thinks✨ | public perceptioncollections industry+4 | James Crouch | OpiniumCredit Services Association | UK | reputationregulations+4 | — | 34m 53s | |
| 1/11/26 |  S-Curves, Slowdowns and Surprises✨ | rapid changeAI deployment+3 | Graham Norris | ROStrategyAI | — | S-Curvesslowdowns+5 | — | 28m 31s | |
| 11/23/25 |  Changing Perceptions : Collections Support | 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... | 30m 07s | ||||||
| 11/9/25 |  Paying Attention to Focus, Engagement and Action | 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, single-message design, heuristic use, rapid initial engagement and sequenced communications — for motivating behavioural responses. The con... | 37m 58s | ||||||
| 10/4/25 |  AI and the Future of Outsourcing | 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 experience. Key themes include the shift from cost-per-seat to cost-per-outcome, the future of ring-fenced models, the importance of risk manag... | 34m 50s | ||||||
| 9/20/25 |  Managing Business Supplier Risk - Real Time | 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-banking risks, cultural and organisational barriers, and the imperative to move from periodic checks to real-time, auditable oversight. More insigh... | 29m 03s | ||||||
| 9/14/25 |  Evolution and Opportunity In Customer Feedback | 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 potential FCA–FOS alignment. Lessons from other sectors can highlight the importance of inclusive design, flexibility, and transparent comm... | 29m 15s | ||||||
| 9/8/25 |  Why don't we see great ads anymore - and what to do about it! | 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-specific behaviours (including TikTok), the 3 Fs framework, the true nature of creativity, and the enabling—albeit maybe limited—role of AI. More i... | 31m 25s | ||||||
| 8/2/25 |  Needing Support - Vulnerability Evolution | 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... | 34m 51s | ||||||
| 7/26/25 |  Remote Working - and - Walking | 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, re... | 25m 39s | ||||||
| 7/6/25 |  Training and Knowledge Retention: AI Perspectives | 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 c... | 38m 14s | ||||||
| 6/28/25 |  Discovering Vulnerability - Leaning on Data to help | 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-co... | 36m 25s | ||||||
| 6/7/25 |  Guiding across a Galaxy of Support Services | 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 population... | 36m 12s | ||||||
| 5/4/25 |  Small changes - yield big insights: Vulnerability Support | 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 ... | 29m 06s | ||||||
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