Lee Healey, CEO and founder of IncomeMax, dicusses on affordability, vulnerability, income maximisation and the future of customer support in financial services. It explores how the cost of living, low income, health issues and changing social conditions are affecting households, and considers what financial institutions and government should do in response.

A major theme is the balance between human support and digital innovation, including the use of AI to scale customer service while preserving empathy, judgement and inclusion. Overall, institutions can design more humane, effective and resilient support systems for customers facing financial strain.

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

Mike Hutchison discusses the evolution of UK payments, centred on the enduring strength of direct debit and the practical implications of newer payment models such as open banking, pay by bank and variable recurring payments.

He examines why direct debit has remained so successful, highlighting its strong consumer understanding, low-cost economics, dependable performance and disciplined brand execution.

The discussion also explores where newer payment methods add value, particularly for customers who want more control or have irregular income patterns.

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

In this episode, with Mark Pearce, we explore how AI is moving from hype to real-world implementation across financial services and beyond. We discuss the importance of strong business cases, managing rising costs, and addressing risks such as bias and hallucinations.

The conversation highlights how AI can drive efficiency, unlock insights from data, and deliver personalised customer experiences at scale. However, it also emphasises the continued need for human oversight and the importance of maintaining trust and relationships in an increasingly automated world.

We also examine emerging trends, including the shift towards open-source models, the challenges of scaling AI within organisations, and how firms can take a pragmatic, test-and-learn approach to adoption.

Ultimately, this episode provides a balanced perspective on how organisations can harness AI to remain competitive while ensuring responsible and customer-centric innovation.

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

In this discussion with Matt Bland, the Chief Executive of the Association of British Credit Unions, ABCUL; Matt explores the future of the UK credit union sector.

He examines consolidation trends, regulatory reform, common bond changes, savings innovation, digital transformation, fintech collaboration, financial resilience challenges, and the government’s commitment to financial inclusion and sector growth.

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

We dive into the rapid evolution of artificial intelligence with John Welsh, co-founder of True Worth AI.

John discusses the transition from AI as a question-and-answer tool to autonomous agent systems capable of economically viable work. From a consumer-facing novelty into an enterprise transformation force.

The conversation addresses governance, data quality, regulatory developments, enterprise readiness, and the redesign of operating models around AI-enabled workflows.

The discussion highlights the shift towards small, specialist models, the emergence of compound agent systems, and the growing need for AI literacy and operational oversight. It also examines the broader implications for the future of work, digital commerce, and the structure of the internet itself, positioning 2026 as a critical year in moving from experimentation to demonstrable business value.

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

Ben Williams from JOYnt, Ben discusses the evolution of consumer payments, focusing on some of the limitations of traditional direct debit, the role of open banking, and the growing need for flexible, consumer-led payment experiences.

The conversation explores how payment behaviour data can improve affordability insight, reduce fail payments, and deliver better outcomes for both consumers and businesses.

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

In this discussion with James Crouch from Opinium we chat about insights into public perception of the UK collections industry, researched for the Credit Services Association.

Key topics include the challenges of maintaining a positive reputation, the role of clear communication, and the impact of the cost-of-living crisis.

The conversation highlights the value of ongoing public perception research and the opportunities for the collections industry to improve its public image through targeted communication and advocacy. It also touches on the use of data and AI tools for enhancing industry practices.

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

An update with futurist and psychologist Graham Norris on how organisations and individuals should think about rapid change.

A focus on AI’s transition from hype to deployment, the behavioural risks of over-reliance, and how firms can maintain judgement and differentiation as AI becomes normalised.

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