Good regulation only works if customers can actually understand what organisations are telling them.Jemma Baker is Deputy Director of Future Retail Policy at Ofgem, the energy regulator for Great Britain.In this episode of Digital Customer Communications: Regulated, Jemma joins us to unpack what “good” really looks like in regulated customer communications, why vulnerability and clarity are inseparable, and how outcomes-based regulation could reshape service standards across the energy sector.From billing clarity and energy literacy to digital channels, AI, and accountability, this conversation explores how regulation can raise the bar without getting in the way of better customer experiences.Learn more: https://www.beyondencryption.com/blog/ofgem-on-energy-communications

Age checks aren’t simply a regulatory box to tick. They’re a key point in digital journeys, where trust can be built or broken.

In this episode of Digital Customer Communications: Regulated, Emily Hyett, Group Product Manager at Yoti, joins us to talk about digital identity in practice, and what “good” looks like when age assurance meets real user behaviour.

Learn more on our website: https://www.beyondencryption.com/blog/digital-identity-in-practice

Many AI initiatives fail not because organisations underestimate what it takes to make it safe, scalable, and accountable.

Sam Bridges-Sparkes is Head of BI Analytics & Strategy at Shawbrook Bank. His work spans business intelligence, analytics, and the responsible adoption of AI within a highly regulated banking environment.

In this episode of Digital Customer Communications: Regulated, we explore what it really takes to move AI from experimentation into production inside a regulated bank, and why governance, culture, and people matter as much as models and infrastructure.

In many financial journeys, the real barrier isn’t a lack of information - it’s the lack of effective support that helps customers turn that information into action.

Jenny Hazan is Director of Customer Strategy & Engagement at Legal & General.

Jenny leads work that connects behavioural insight, smart technology, and service design to help people make confident decisions about pensions, protection, and long-term savings.

In this episode, we explore what it takes to communicate complex products in ways customers can genuinely understand and act on.

In many financial journeys, the real barrier isn’t a lack of information - it’s the lack of effective support that helps customers turn that information into action.

Jenny Hazan is Director of Customer Strategy & Engagement at Legal & General.Jenny leads work that connects behavioural insight, smart technology, and service design to help people make confident decisions about pensions, protection, and long-term savings.In this episode, we explore what it takes to communicate complex products in ways customers can genuinely understand and act on.

Learn more:

https://www.beyondencryption.com/blog/legal-and-general-transforming-regulated-comms

Smart data can feel abstract, but for Smart Data Foundry it's about using real financial lives to shape fairer decisions, safely.

In this episode of Digital Customer Communications: Regulated, we speak with Dougie Robb, CEO of Smart Data Foundry, a subsidiary of the University of Edinburgh that helps unlock financial data for social good.

Learn more on our website: https://www.beyondencryption.com/blog/smart-data-foundry-financial-data

Most people experience data protection as a pop-up to get past, not as part of being looked after - and that’s a problem for trust.

In this episode of Digital Customer Communications: Regulated, we’re joined by Catarina Santos and Caine Glancy from Data Protection People, consultants who see the reality of hundreds of frontline data protection queries every month.

Together, Catarina and Caine share how organisations can make data protection genuinely customer friendly at scale, from the wording in a privacy notice to the way you handle a breach email on a customers' worst day.

Learn more on our website.

AI promises the earth, but only disciplined teams turn it into dependable value in regulated spaces.

Mark Watson is CTO at ComplyAdvantage, a RegTech helping financial institutions detect and prevent financial crime with AI-driven tools.

In this conversation, Mark cuts through the noise to share what works, what doesn’t, and why measurement, explainability, and culture matter as much as models.

From reducing false positives to building auditable AI workflows, Mark explains how to move beyond hype towards trustworthy automation that stands up to regulation and makes life easier for customers.

Learn more on our website.

Security that prepares beats security that reacts - because resilience is built before alarms ever sound.

Debbie Janeczek is Chief Information Security Officer at ING.

Debbie leads ING’s global information security strategy, strengthening the organisation’s ability to anticipate threats, withstand disruption, and maintain customer trust.

In this episode, Debbie shares how to shift from reactive firefighting to intelligence-led resilience, how to use AI responsibly, and how to embed security into delivery so it becomes a value enabler rather than a blocker.

Learn more on our website.