We are on a mission to find the latest ideas, techniques and technologies, in Risk Operations, from companies all around the world. We bring them and the people behind them to you, all to help discover new ideas, spark new thinking and help... at work, as a leader, an employee, in business, at the office or at home.
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Navigating the Future: Riding the wave of uncertainty
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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 a…
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Joy vs Toil: the Future of Hybrid Work and Employee Retention
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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 feedbac…
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Voice Analytics: Transformation and AI
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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 servi…
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Real World Applications of Conversational AI
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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 cus…
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Effective PR: Shaping Financial Services (and Collections)
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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 t…
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Funding and how to think about growing your business
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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 fundrai…
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Debt Collections: Insights Across Markets
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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…
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Digital Adoption: Insights from Canada, the US and the UK
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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 collecti…
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The Digital Shift: Collections Strategies for a New Era
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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 hu…
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Buzzwords or Real Solutions: What really matters
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47:56
James Hill, CEO of Flexys, delves into current trends in the collections industry, emphasising the roles of AI, open banking, and core functionalities. He notes that while innovation is eagerly discussed, fear of change and legacy systems often impede progress. Real-time technology adoption is increasing, enhancing customer engagement and operation…
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Harnessing Data - Efficient Workflows and Decision Making
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28:22
Daniel Gregory, Head of Partnerships at Invevo, shared insights into the recent developments in digital adoption and data integration within the company. The conversation highlights the increasing emphasis on high-quality data and its impact on enhancing workflow processes and decision-making across businesses. It also discussed the evolving percep…
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Open Banking Developments - Updating Payments
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18:49
Stefan van Calker from Tink discusses the latest developments in open banking and its increasing integration across various sectors. He highlights the evolving landscape of open banking payments, their growing adoption, and the integral role of data integration in enhancing financial management. Emphasizing the benefits of inclusive payment methods…
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Clouds, Calls, and the AI Revolution - Contact Centre Edition
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39:56
Fred Stacey, CEO of Cloud Tech Gurus, discussed the dynamic evolution of technology in contact centers, focusing on the shift towards cloud computing and artificial intelligence (AI). He emphasises the broader implications of these technological advances on business operations, workforce dynamics, and economic strategies in a rapidly changing globa…
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Artificially Speaking - Exploring AI's Impact
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46:42
David Marr discusses the evolving role of artificial intelligence (AI), particularly large language models, in society and industry. This interview highlights AI's transition from a niche interest to a pervasive topic, exploring its impact on jobs and societal changes, the waning novelty, and the shift towards finding substantial, impactful applica…
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The Evolving Landscape of Digital Security
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51:08
Kevin Prone from FourNet, together with Kevin Still, discusses the escalating threats in cybersecurity, highlighting the rapid advancement and sophistication of cyber-attacks, especially in light of recent events like the COVID-19 pandemic which accelerated digital transformation. They discuss the challenges of ensuring digital security in this fas…
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Tech Innovations Transforming Credit Union Services
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27:15
In this conversation with Andrew Duncan, CEO of SOAR, a platform supporting credit unions and CDFIs, we discuss insights into the evolving landscape of credit unions in the wake of the cost of living crisis and technological advancements. Andrew highlights the shift in borrowing purposes towards essential needs, the challenge of technology adoption…
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An Insight into the Modern World of Enforcement
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In this conversation with Russell Hamblin-Boone, CEO of the Civil Enforcement Association, we discuss some of the innovations that have been reshaping the sector, highlighting significant regulatory changes, the introduction of the Enforcement Conduct Board, and the nuanced approaches to debt collection in a post-pandemic society. The conversation …
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Burnout to Balance: Insights and Strategies for Modern Leaders
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32:20
In this conversation with Deborah Bulcock, an executive coach, we discuss her insights on transitioning from corporate life to running her own coaching business since 2018. She discussed the challenges of balancing marketing, sales, and client work, emphasizing the importance of networking and finding effective business development strategies. Refl…
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Helping Customers and Clients with Service Visits and Data
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31:16
Gary Jones, Managing Director of Verify, delves into the evolving landscape of field services in the financial and utility sectors, emphasizing a shift from traditional debt collection to a more nuanced approach focusing on customer support and data collection. He discusses the impact of recent socio-economic changes on customer vulnerability and t…
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Enhancing Communications Clarity - Peter Wordsworth, Consumer Duty Services
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28:27
Peter Wordsworth, from Consumer Duty Services, shares his insights on the evolving landscape of debt advice, the pivotal role of technology, and the impact of regulatory changes on the sector. With an emphasis on the current economic pressures, he highlights the challenges and opportunities within debt advice, emphasizing innovation, the adoption o…
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A new era of money management: Changing generational views
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29:31
In this interview, Bob Winnington, CEO of the Money Advice Liaison Group, discusses the group's recent conference, focusing on the evolving demographics of debt management. Keynote speakers addressed generational differences in debt handling, the impact of digital technologies, and regulatory challenges with the conference highlighting a lack of fi…
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A great tradition with very modern challenges
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11:08
In this insightful interview, Nick Christmas from North Pole Enterprises discusses the evolving challenges and trends in the world of Christmas magic. The conversation covers how they are trying to adapt to modern demands, technological advancements, environmental concerns, and the future of celebrations. more here -> https://www.ro-ar.com/north-po…
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Decisioning, Data : Using the Right Tools
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34:16
In this conversation, Adi Hazan, from Analycat, explores the intricate dynamics of decision-making in the data-driven world. The discussion around AI and its impact on various industries delves into the evolution of decision logic, the human brain's role in AI decision-making, and the challenges posed by data overload and bias. It also further disc…
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Improving Communication Intelligibility
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29:23
In this discussion, Ewan Willars from Amplified Global discusses the nuanced differences between readability and intelligibility in customer communications, particularly in the context of legal and financial services. The discussion explores the implications of these concepts for consumer understanding, legal compliance, and effective communication…
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Digital Transformation: Improving Value Exchange
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43:43
In this discussion, Graham Hill, a senior associate at Optimum Partners, shared his insights on service quality, decisioning, governance, and value exchange, particularly in the context of open banking. The conversation covers the impact of regulatory frameworks like the UK's Consumer Duty on retail financial firms, the role of customer-oriented in…
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Future Tech Trends: An insiders view of the market
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33:11
In this full interview with Harrison Goode and Oliver Sully from Edge Tech they discuss the future of technology, share their insights on AI, automation, and the evolving job landscape. Touching upon topics like chatbots, low-code solutions, remote work, and the ever-changing tech landscape they offer differing perspectives on the pace of technolog…
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Positively Changing Behaviour - Science and AI
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42:06
In this interview, Hanif Joshaghani, CEO of Symend, discusses the transformative potential of artificial intelligence (AI) and natural language processing (NLP) in various industries including Financial Services and Telecommunications. He emphasizes the growing importance of data and analytics in decision-making processes, which can be used to unde…
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Managing Change and Building Resilience Together
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23:14
In this new interview with Rob Tyler we discuss how taking a look at the bigger picture can really help us deal with the change that is upon us. In today's fast-paced and ever-changing world, building resilience is crucial for individuals and organizations. The conversation highlights the importance of having a resilient mindset when facing unexpec…
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Revolution: Future of Credit Unions and Community Finance
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41:42
In this interview, Andrew Rabbitt, the CEO of incuto, discusses the role of credit unions in providing affordable financial services and their community-focused approach. He emphasizes the importance of credit unions in offering accessible financial services, particularly to underserved populations. He also highlights the need for these organizatio…
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Revolutionising Debt Collections: Unveiling the Digital Future
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32:25
In this discussion, Trent McKendrick discusses the digitization of the collections industry in the United States. Collections is an evolving landscape and the role of technology, especially artificial intelligence (AI), in streamlining and enhancing the process is becoming increasingly important. The discussion touches on topics such as predictive …
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A powerful way to link and query relationships and data
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38:14
In this interview, Jim Webber, Chief Scientist at Neo4j, discusses the growing importance of graph databases in the world of data analytics and artificial intelligence (AI). He highlights how graph databases are becoming a critical tool for organizations to uncover insights from complex relationships within their data. He emphasizes that as data co…
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Speed, Trust and Innovation: Unpacking the Payment Landscape
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32:29
In this video, Justin Hanna from Acquired.com discusses the future of payments, particularly focusing on card payments, bank transfer and open banking. Justin highlights the factors influencing the adoption of new payment methods, including trust, cost, and customer preferences. He emphasizes the importance of understanding customer behavior, educa…
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Navigating Economic Uncertainty: Tech Solutions for Financial Operations
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28:22
In the latest episode, Billy Holliday from Invevo delves into the world of collections and credit control, emphasizing the power of technology in optimizing what is a critical business function. He discusses the impact of interest rates, the importance of automation, and the role of digital communication in today's business landscape. Key takeaways…
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Levelling the playing field - Data centric design
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30:45
In this discussion, Hemant Patel discusses the transformative power of data analytics and its increasing role in business decision-making. He highlights the rapid evolution of large language models and generative AI, emphasizing the need for robust governance and regulation. The conversation underscores the importance of data literacy across organi…
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Enhancing Collections Strategies for Digital Engagement
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27:30
In this conversation with Pedro Maya we discuss optimizing collection strategies in the evolving digital landscape, especially in the North American context. The discussion covers the use of digital SMS channels for engagement, the impact of legal concerns, and the importance of early engagement in effective collections. Strategies for handling hig…
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Exceeding Customer Expectations UK - Telephony still critical
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33:15
In this conversation with Steve Morrell we discuss the findings of a customer survey on contact center trends, focusing on the preference for phone support and the significance of human connection. He highlights the value of empathy and listening skills in contact center agents, emphasizing the role of these qualities in providing effective custome…
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Energy Insights: Navigating Rising Prices and Consumer Impacts
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35:20
The energy and utility industry is undergoing significant changes, with renewable energy sources gaining dominance and increasing emphasis on consumer engagement. In this video Ian Parry, from Future Leaders, explores key challenges and opportunities in the sector, including the impact of price caps, hedging strategies, and the evolving role of con…
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[BONUS]: Embracing Nuance and Complexity in the Age of Data Analytics
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39:02
The discussion with Paul Sweeney moves beyond Credit and Collections to explore the potential of technology to deepen our understanding of the world, facilitate behavior change, and personalize experiences. We question the scientific basis of certain psychological frameworks and emphasize the importance of biomarkers and observable data in gaining …
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The Changing Content Landscape: How to Excel
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28:57
In the era of the attention economy, businesses are navigating the dynamic landscape of social media to engage their target audience effectively. In this discussion with Paul Banks we chat about the significance of authenticity in content creation and the role of AI tools like chat GPT in enhancing business productivity. The discussion covers vario…
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Empathy, Adaptability, and the Future of Debt Collection
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33:23
The future of collections is being shaped by several key factors, including the rise of digital communication channels, a focus on customer treatment and empathy, and the ongoing debate surrounding remote work. In this discussion Blair DeMacro-Wettlaufer explores these trends and their implications for the collections industry, highlighting the imp…
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Contact Centre as a Service: Evolving fast and creating change
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29:12
Rob Wiles from Odigo explores from of the key trends and challenges in the future of customer experience (CX). Organizations to adapt to evolving customer preferences by leveraging digital channels, integrating data from various sources, and harnessing the power of artificial intelligence (AI). Personalization, automation, and seamless integration …
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Navigating Digital Customer Journeys and Vulnerability
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30:19
In this full interview with Daniel Calcott , from Digital DRA, we discuss the evolving landscape of digital approaches and customer engagement within the debt resolution industry. While digital channels have become the norm, Dan emphaises the importance of maintaining a human touch and offering seamless transition to agent assistance. It remains im…
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Revolutionising Contact: AI and Digitalisation Transformation
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1:14:10
In a fast-paced digital era, AI and digitization are reshaping the landscape of customer service, enabling organizations to provide more personalized and efficient support. In this discussion with Paul Sweeney from Webio, we discuss the potential impact of AI and digitization on customer service operations exploring the benefits of continuous data …
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Accounts Receivable and Economic Challenges: Reactions from Shared Services Functions
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15:08
In this conversation, the Michael Weir from Atradius discusses the shared servicing and sourcing week event, focusing on accounts receivable and collection space, highlighting the challenges faced in streamlining processes and creating a more efficient path to success in shared services. The importance of cash flow and the bottom line is emphasized…
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Customer centric and channel flexibility is key to engagement
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30:05
In this comprehensive discussion, Chris Warburton engages with Darren Swailes, a seasoned expert in the field of customer engagement, to explore the rapidly evolving landscape of the collections industry. They delve into the transformative role of Artificial Intelligence (AI) and chatbots in enhancing the customer experience, highlighting how these…
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Ukraine: Technology and leadership through times of conflict
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35:14
In this conversation, Kos Chekanov, from Artkai provides insights into the challenges and resilience of Ukrainian businesses during times of war and the COVID-19 pandemic. As CEO of an IT company in Ukraine, we discuss the impact on their operations, the importance of remote work, and the need for adaptability, also delving into topics such as busi…
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Latest Data Evolution and the Property Market
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25:52
In this discussion, Paul Rout, a property market data expert, explores various topics related to housing, including market trends, affordability, data analysis, and environmental risks. He discusses the impact of factors like inflation and changing housing preferences during the pandemic, and highlights the importance of data in understanding prope…
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Regulatory and Cultural Changes upon us
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Frank Brown from GRR consulting discusses the challenges and implications of upcoming regulatory changes, particularly focusing on consumer duty and operational resilience. There is a need for firms to proactively address these changes and not underestimate their significance. The cultural aspects of compliance is important, especially aligning wit…
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Large Language Models - Revolutionising Compliance
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31:29
As Joseph Twigg from Aveni explains the accuracy and accessibility of speech analytics has significantly improved with the introduction of large language models. This has caused speech analytics adoption to skyrocket, particularly in high-value and complex interactions like financial services. Automating the process of evidence and understanding cu…
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Optimising Communications – time to think differently?
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33:31
In this latest interview with Simon Brennan we discuss the importance of personalization and effective customer engagement in an increasingly uncertain world. There is a need to evolve traditional processes and metrics, with a focus on harnessing data for better customer experiences. The biggest challenge remains integrating siloed systems and data…
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