Regulated Digital

Pensions dashboards promise a simple outcome: one place for people to find and view their pension information. Behind that simple idea sits a national challenge in data quality, digital identity, and industry coordination. In this episode of Regulated Digital, Chris Curry , Principal of the Pensions Dashboards Programme at the Money and Pensions Service , explains what dashboards are designed to s...

Online safety depends on knowing enough about people to protect them. Data protection asks a quieter question: how much do we really need to know? The Online Safety Act and UK data protection law are often spoken about separately. In practice, they meet at one of the most sensitive points in digital life: how organisations verify people, protect children, limit access, and keep data collection pro...

For regulated organisations, accessibility is part of whether a journey works in practice. It shapes how clearly customers can move through each step, complete key tasks, and get the support they need. When disabled customers cannot read, navigate, verify, recover, or get help in the way that works for them, the service creates unnecessary barriers and falls short of basic usability. In this episo...

Digital convenience has raised the bar in private banking, but trust is still won in the moments where a client needs calm, context, and judgement. In this episode of Regulated Digital, Dominic Kohler, Head of Investment & Client Solutions at Brown Shipley, shares how a modern private bank can deliver faster, clearer digital experiences without losing the relationship-led model clients rely on...

In regulated financial crime work, “good enough” AI is rarely good enough - you need decisions you can defend. Dr Janet Bastiman is Chief Data Scientist at Napier AI, where she leads data science work supporting anti-money laundering and financial crime compliance. She focuses on translating complex models into outcomes teams can audit, explain, and improve. Regulation is pushing AI out of the “bl...

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 inse...

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://ww...

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 e...

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, p...

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.c...

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 sh...

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. F...

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...

Personalisation that uses AI at scale only works when it’s built on trusted data, sound governance, and experiences that feel human. Allan Christian is Senior Vice President and General Manager - Engage at Precisely . He brings two decades of experience in communications and data, spanning HSBC, Pitney Bowes Software & Data, and MapInfo. At Precisely, Allan has helped shape the delivery of hyp...

Are your teams prepared for a customer’s worst day - when cybercrime turns a routine interaction into a crisis? Charlotte Hooper , Head of Operations at The Cyber Helpline , shares how fraud, hacking, and online abuse affect real people, and what organisations can do to support them. This episode uncovers the human impact of cybercrime and explores how businesses can protect trust by responding wi...

How do you transform a long-established financial platform into a digital experience fit for the next generation? Leslee Ross is leading that challenge as Digital Waterfront Director at Scottish Widows . In this episode, Leslee shares the inside story behind one of the most ambitious digital transformation efforts in UK financial services. For nearly 200 years, Scottish Widows has been a trusted n...

What’s the best way to protect your business from common cyber attacks? Neil Furminger is Head of Cyber Essentials at the IASME Consortium . He helps organisations adopt simple but effective security controls that protect against high-frequency digital threats. In this episode, Neil explains the Cyber Essentials scheme, breaks down what’s still going wrong with UK cybersecurity, and shares practic...

How do you create digital experiences that truly serve every user - from HR leaders to employees - without losing sight of the bigger picture? Lio Lopez-Welsh is the Chief Information and Digital Officer at Unum UK . He joined the podcast to discuss how Unum builds digital platforms for a wide range of users - from employers and brokers to employees and their families. Learn more on our website .

What would you do if your life depended on being online - but you couldn’t get access? Vicky Stephen is tackling that question head-on at Virgin Money , where she works as Customer Vulnerability and Financial Inclusion Wellbeing Manager. In this episode, Vicky shares how Virgin Money is helping to bridge the UK’s digital divide through community outreach, inclusive service design, and national par...

How do you build lasting relationships with an audience as broad as the UK population? Deborah Perkins , Member Proposition Director at Nest Pensions , joined us to discuss how Nest navigates the unique challenges of engaging and supporting auto-enrolled pension scheme members. Deb shares how Nest uses behavioural science, testing, and new digital platforms like its app to personalise experiences...

Is your financial crime strategy keeping pace with smarter, faster, evolving threats? Matt Beattie , Co-Founder of Beyond FS , joins the podcast to explore how financial crime is changing and what it takes for organisations to stay ahead of it. Matt shares why traditional approaches won’t work in today’s environment, where threats are powered by advanced technology and regulations are racing to ke...

What if your customers were unknowingly caught in a criminal network -  all for doing a friend a favour? Stephen Dalton , Director of Intelligence at Cifas , joins us to unpack one of the most hidden and dangerous fraud threats facing consumers and businesses today: money muling. We explore how criminals exploit individuals to launder stolen funds, and how regulated organisations can protect custo...

Are your secure emails creating more friction than protection? Harry Holland is the lead  Product Manager at Beyond Encryption . In this bonus episode, he explains how we've made it easier than ever for regulated companies and their clients to adopt secure email, balancing security and compliance with ease-of-use to exchange information. Learn more.

We dive deep with Ben Perkins , Director of Partnerships & Services at Plain Numbers , to uncover why so many regulated businesses struggle to meet customer understanding requirements - and what they can do about it. Plain Numbers helps organisations unlock better ways to communicate numbers – making complex information clearer, fairer, and more effective. Through an established framework comb...

We spoke with Chantal Constable , Head of Financial Services and Insurance at NCC Group , about the most common cybersecurity myths, mistakes, and must-dos for regulated firms. With more than a decade in financial tech and cybersecurity, Chantal has a front-row seat to the day-to-day challenges of keeping sensitive client communications secure. In this episode of the podcast, we look at how busine...