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From 15 epsHost
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Recent episodes
Digital, Enforcement and a Fracturing Social Contract?
Aug 29, 2026
19m 08s
Affordability Data in the Consumer Duty Era
Aug 15, 2026
34m 01s
Rethinking Collections with Agentic AI
Aug 1, 2026
30m 54s
Local Government Contact Strategies: Time for a Rethink?
Jul 25, 2026
34m 03s
Video, AI and the Human Touch
Jul 11, 2026
32m 58s
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| Date | Episode | Topics | Guests | Brands | Places | Keywords | Sponsor | Length | |
|---|---|---|---|---|---|---|---|---|---|
| 8/29/26 |  Digital, Enforcement and a Fracturing Social Contract? | In this discussion Sarah Naylor discusses how the enforcement sector has evolved over the past decade, with a particular focus on local government debt. Sarah describes the shift towards earlier engagement, digital communications and customer-focused resolution, alongside the growing importance of vulnerability and independent oversight. The discussion also explores the limits of digital engagement, the continuing value of face-to-face interaction, the effects of social-media misinformation, ... | 19m 08s | ||||||
| 8/15/26 |  Affordability Data in the Consumer Duty Era | This discussion examines how financial-services organisations can use more granular and timely data to improve affordability assessment, credit risk management, vulnerability identification and collections. Paul Moran, Head of Analytics at DutifulData, discusses the limitations of traditional credit-bureau, ONS and open-banking information and explains how application-level data can provide greater insight into individual circumstances and emerging financial stress. The conversati... | 34m 01s | ||||||
| 8/1/26 |  Rethinking Collections with Agentic AI | In this discussion with Ade Fatukasi and Selom Mortty from Sarah we explore how agentic AI could reshape credit and collections, moving the industry beyond task automation towards configurable digital employees. The conversation examines conversational outreach, decision-making, compliance monitoring, vulnerability identification, customer transparency and human oversight. It also considers implementation strategy, workforce concerns, AI-to-AI communication, API-enabled services and the... | 30m 54s | ||||||
| 7/25/26 |  Local Government Contact Strategies: Time for a Rethink? | Dan Pearce from Telsolutions discusses how local authorities are modernising resident communications, collections and customer engagement. Local Authorities are seeing rising cost and declining effectiveness of post, changing customer expectations, fragmented legacy systems and the operational barriers to digital transformation. We discuss practical approaches including departmental pilots, verified RCS messaging, WhatsApp, robotic process automation and generative AI virtual assistants. ... | 34m 03s | ||||||
| 7/11/26 | video productionAI in business+3 | Matt Copper | Textra Video | — | videoAI+5 | — | 32m 58s | ||
| 7/4/26 | AI in compliancequality assurance+3 | Shuweib Abdulrehman | Regulaitor | — | AIcompliance+5 | — | 42m 09s | ||
| 6/13/26 | flexible repaymentscollections+4 | Rob Tyrrell | Haboo Money | — | flexible repaymentsgig economy+5 | — | 31m 14s | ||
| 5/23/26 | B2B receivablesarrears management+5 | Luke Sculthorp | My DSO Manager | UKIreland | B2B creditreceivables management+5 | — | 35m 40s | ||
| 5/16/26 | public sector debtwelfare support+3 | Tracy Stone | Welfare Together | — | arrearscouncil tax+3 | — | 26m 33s | ||
| 4/19/26 | AI adoptionfinancial services+3 | Zandra MooreCharlie Bartle | financial services | — | AIimplementation+3 | — | 33m 05s | ||
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| 4/11/26 | affordabilityincome maximisation+4 | Lee Healey | IncomeMax | — | affordabilityincome maximisation+5 | — | 33m 27s | ||
| 4/5/26 | regulatory uncertaintyconsumer credit+5 | Jason Wassell | CCTAConsumer Credit Trade Association+2 | — | regulatory uncertaintyconsumer credit+5 | — | 26m 16s | ||
| 4/4/26 | payment innovationdirect debit+4 | Mike Hutchison | UK paymentsopen banking+3 | — | payment innovationdirect debit+4 | — | 28m 06s | ||
| 3/22/26 | AI implementationdigital transformation+3 | Mark Pearce | — | — | AIdigital transformation+5 | — | 40m 28s | ||
| 2/22/26 | financial inclusioncredit unions+4 | Matt Bland | Association of British Credit Unions | UK | financial inclusioncredit union+5 | — | 37m 23s | ||
| 2/1/26 | consumer paymentsdirect debit+4 | Ben Williams | JOYntROStrategy | — | bill paymentsconsumer-led payments+4 | — | 32m 02s | ||
| 2/1/26 | artificial intelligencebusiness transformation+3 | John Welsh | True Worth AI | — | AIbusiness+5 | — | 51m 53s | ||
| 1/25/26 | public perceptioncollections industry+4 | James Crouch | OpiniumCredit Services Association | UK | reputationregulations+4 | — | 34m 53s | ||
| 1/11/26 | 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 | ||||||
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