Kevin Still: AI, Vulnerability, and the Future of Debt Management

In this episode of AI Unplugged, Shane sits down with Kevin Still — founder of Kevin Still Consulting, director of multiple organizations, and member of Mega’s Advisory Board. Kevin’s career spans IT, credit information, and debt management, with a focus on consumer protection, regulatory compliance, and innovation. Together they explore how AI is reshaping debt management, the Priority Services Register (PSR), incident recovery strategies, and what it takes to balance innovation with the safeguards regulators demand. Kevin also shares lessons from decades of acquisitions, consulting, and leadership, along with the best advice that’s guided his career.

What You’ll Learn

• Kevin’s Journey: From IT and global credit data to leading debt management associations and advising fintechs.
• Priority Services Register (PSR): Why scaling from 5% to 50% of consumers is a massive challenge, and how AI helps.
• Incident Recovery: What “good” looks like when water, energy, or banking systems fail — and why trust and communication matter most.
• AI in Debt Management: Real use cases today — predictive scoring, intelligibility scores, quality assurance, and customer vulnerability detection.
• Safeguards & Compliance: Why the FCA, ICO, and regulators are now pushing firms to evidence AI governance, not just bolt on tools.
• Consumer Understanding: How AI can simplify contracts, improve suitability statements, and ensure fair outcomes for vulnerable customers.
• M&A Lessons: How Kevin approached acquisitions, cultural fit, and first-mover advantage in fintech and debt solutions.
• Trends to Watch: Financial education, economic abuse detection, open banking integration, and the next FCA vulnerability report.

Key Takeaways

• AI is not a magic bolt-on. Without governance, explainability, and consumer safeguards, it risks causing more harm than good.
• Scalability is the real test. Tools move from pilot projects to real adoption only when they can industrialize and support millions of consumers.
• Vulnerability is dynamic. Many consumers are not always vulnerable — but during incidents (like outages), their needs change instantly.
• Trust is currency. In recovery situations, clear, credible communication matters more than speed. Random messages without trust backfire.
• Data is the foundation. AI is only as strong as the quality of master files, open banking feeds, and consumer records beneath it.
• Consumer understanding is rising. Regulators expect firms to prove customers really understand contracts, pricing, and debt solutions.
• Partnerships drive progress. Collaborations between fintechs, regulators, and trade associations are shaping best practices.
• The edge for CEOs: Firms that embed consumer duty, fair value, and financial education into their AI strategies will win both trust and market share.
• Career lesson from Kevin: Integrity and delivery matter more than anything. Stick to your word and prioritize wisely.

👉 Kevin’s reminder: “AI is powerful, but it must serve consumers safely. Innovation without safeguards isn’t progress — it’s risk.”

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