Collections and recoveries technology, AI and data.
Author · arum Insights
SVP, Client Solutions at arum. 41 articles, writing since 2015.
About Matt
Writes about
Matt joined arum in 2008 and is SVP, Client Solutions. With almost two decades of experience across collections, recoveries and customer operations, he has supported hundreds of organisations, from retail banks including NatWest, HSBC and Lloyds Banking Group through to major utilities such as E.ON, Scottish Power and Thames Water. His expertise spans data, analytics, decisioning, technology and AI, helping organisations make better decisions, improve operational performance and navigate an increasingly complex technology landscape. Matt is particularly passionate about helping clients cut through market noise and identify practical solutions that deliver measurable value.
Articles
Digital and AIElla and Matt took MIT's agentic AI course to pressure-test the AI-assisted system arum was already building. Here is what held up and what did not.
Matt Riddall and Ella Grice · 17 June 2026
Digital and AIEleven questions to answer before an AI agent handles a customer in arrears, from a team that has been building them since 2019.
Matt Riddall · 2 April 2026
Digital and AIThe seven mistakes creditors make most often when implementing a new collections system, and how to avoid each one.
Matt Riddall · 30 July 2025
Digital and AIChoosing the right collections system implementation partner is one of the most important decisions your business can make.
Matt Riddall · 22 July 2025
Digital and AIOrganisations across Australia and New Zealand face the same choice with collections technology: upgrade the incumbent system or implement something new.
Matt Riddall · 17 June 2025
Digital and AILarge change programmes across banking, financial services, utilities, telco and government are using AI and large language models to deliver faster.
Matt Riddall · 20 May 2025
Digital and AIThe story I'm about to tell may sound sensational, but unfortunately, it's all too common.
Matt Riddall · 25 February 2025
Digital and AIUpgrade the incumbent collections system or implement a new one? The questions that decide it, and how to answer them on evidence.
Matt Riddall · 17 February 2025
Digital and AIInvesting in a new collections and recoveries platform is one of the most important decisions that an organisation can make and will have to live with for many years.
Matt Riddall · 22 November 2021
Digital and AICustomers want to make payments quickly and get on with their day like it never happened - apologies, we're not that important to them!
Matt Riddall · 1 August 2021
Digital and AIAre your digital dreams being held back by the struggle to make a business case? How exactly do you calculate the ROI to support the case for the investment needed?
Matt Riddall · 27 July 2021
Digital and AIDo not underestimate the humble SMS. Used as a conversational payment channel it shifts more customers to self-service than most digital projects manage.
Matt Riddall · 8 July 2021
Digital and AIA collections system is workflow and decisioning across the whole customer journey. How to tell whether yours is the right software for your operation.
Matt Riddall · 8 April 2021
Digital and AIHSBC's branch closures are the latest sign of the digital shift in banking. What the move away from the high street means for collections and recoveries.
Matt Riddall · 4 February 2021
Digital and AIIt was only October 2020 when we published a survey illustrating some of the changing dynamics within motor finance collections.
Matt Riddall · 12 January 2021
Digital and AIRetail employment on the high street keeps falling and banking keeps moving online. How the digital evolution is reshaping retail banking collections.
Matt Riddall · 14 December 2020
Digital and AINews broke yesterday that the discrepancy in UK COVID-19 test results and the resulting reporting mistake was due to an Excel error.
Matt Riddall · 6 October 2020
Digital and AIWhether in business or social settings, everyone is talking about Artificial Intelligence (AI).
Matt Riddall · 10 September 2020
Digital and AISince the outbreak of COVID, collections operations have been impacted heavily, with a high volume of indebted and unindebted customers requiring help.
Matt Riddall · 18 August 2020
Digital and AIPayment holidays and rising arrears are testing collections systems. How to check whether your Experian Tallyman system is delivering as much as it can.
Matt Riddall · 6 July 2020
Digital and AIOpen Banking recently celebrated its first birthday. Missed it? Don't worry, read on to find out what's been happening and how your business could benefit.
Matt Riddall · 4 March 2019
Digital and AIClients often ask for the top five or top ten collections systems. Why that list does not exist, and what to ask instead when selecting a system.
Matt Riddall · 16 January 2018
Digital and AIRising inflation, flat earnings and higher interest rates will push more people into difficulty. Why a modern collections system pays back in that climate.
Matt Riddall · 13 December 2017
Digital and AIIn our previous migration blogs here and here, we looked at the different factors to consider when initiating a DM9 migration plan.
Matt Riddall · 8 December 2017
Digital and AIAgile design lets collections teams change strategies quickly inside business-as-usual operations. How the approach works and why arum recommends it.
Matt Riddall · 30 November 2017
Digital and AIOver my last ten years in the Collections and Recoveries industry I have been involved with many migration projects as a user, developer and finally as a consultant.
Matt Riddall · 26 September 2017
Digital and AIOne of my hobbies is tabletop wargaming - games with miniature figures, maligned in some quarters but actually a very social and creative pastime.
Matt Riddall · 15 August 2017
Digital and AIHow exception handling in Experian Tallyman automates key processes, reduces agent effort and creates a more consistent customer experience.
Matt Riddall · 20 April 2017
Digital and AIExperian Tallyman lets organisations introduce change in an agile environment. How well-implemented processes unlock revenue, productivity and better experience.
Matt Riddall · 10 March 2017
Digital and AIThe collections systems market has moved from a few similar vendors to real choice. Why market intelligence now decides whether you get the right deal.
Matt Riddall · 1 March 2017
Digital and AII've been a collections and recoveries consultant for over a decade and have worked with numerous financial services and utilities organisations around the world.
Matt Riddall · 28 November 2016
Digital and AIAll businesses have similar challenges when it comes to debt collections where debtor information is limited or missing.
Matt Riddall · 7 October 2016
Digital and AIAs you probably know arum specialise in debt collections and recoveries systems, one of the systems we have worked with is Experian's Tallyman.
Matt Riddall · 28 September 2016
Digital and AIThe first part in this series of three covered the drivers and models around a Collections and Recoveries (CnR) Application support function.
Matt Riddall · 26 August 2016
Digital and AIThe first part in this series of three blogs covered the drivers and models around a debt collections and recoveries (CnR) Application support function.
Matt Riddall · 8 August 2016
Digital and AIThis will be the first of three parts covering various aspects around post go live support for a Collection and Recoveries Application.
Matt Riddall · 16 June 2016
Digital and AIOrganisations in different industries take very different views on outbound dialling. The arguments on both sides, and how to decide for your operation.
Matt Riddall · 8 January 2016
Digital and AIPart two of arum's pointers on migrating to Debt Manager 9, covering the manual migration approach and when it is the better route.
Matt Riddall · 3 December 2015
Digital and AIPart one of arum's pointers on migrating customer and account data to Debt Manager 9, covering the automatic migration approach.
Matt Riddall · 19 October 2015
Digital and AIThere has been plenty of discussion recently regarding automation in the collections and recoveries industry.
Matt Riddall · 15 September 2015
Digital and AIThis is a question that I and arum have been increasingly asked over the years and quite a bit more recently.
Matt Riddall · 31 August 2015