Shows
Regulated Digital[Guest Host] Keeping Advice Human: Secure Technology Clients Will Actually Use, Ben Beck, Julian Harris [Hosted by Carole Howard] (#49)Clients expect their adviser's digital service to feel professional, safe, and easy to use. They also expect to be treated as individuals, which gets harder when every provider, platform, and portal asks them for another username and password.On episode 49 of Regulated Digital, independent financial adviser Ben Beck, joins host Carole Howard to look at how advice firms can adopt new technology and keep the personal relationship that advice depends on.Learn more: https://www.mailock.com/blog/keeping-advice-human-secure-client-technology
2026-10-1314 minRegulated DigitalProtecting Access: Fraud Controls Without Locking Legitimate People Out, Kate Frankish, Suits Me (#48)Fraud controls protect customers and the wider payments system. But they can also stop a legitimate person from opening, keeping, or using the account they need for wages, benefits, and bills.On this episode of Regulated Digital, Kate Frankish, Non-Executive Director and Board Chair at Suits Me, looks at how providers can keep strong fraud controls without locking genuine customers out of everyday payment accounts.Learn more: https://www.mailock.com/blog/fraud-controls-financial-access-suits-me
2026-09-3028 minRegulated DigitalThe AI Edge Cases That Break Customer Trust, Robin Christopherson, AbilityNet (#47)For someone who is blind, being treated as a robot by a CAPTCHA for using a keyboard instead of a mouse is a frustrating barrier.Put a similar obstacle in a mortgage application or a pension service, and the consequences could extend well beyond an unread webpage.Robin Christopherson MBE, Head of Digital Inclusion at AbilityNet, joined Sam Kendall on Regulated Digital to discuss how AI can improve access to financial services, and where it can exclude the people who need them.Robin regularly uses AI to navigate inaccessible services, yet still encounters...
2026-09-1539 minRegulated DigitalCan AI and Better Data Improve Financial Inclusion?, Kate Pender, Fair4AllFinance (#46)Financial services still make many decisions using a picture of customers that can be incomplete, historic, or built around lives that no longer look typical.Richer data can help firms see affordability more clearly. The harder question is whether the decision, and the route forward when the answer is no, make sense to the person affected.On Regulated Digital, Kate Pender, CEO of Fair4All Finance, joined us to explore what happens when financial-services firms use open banking, richer customer data, and AI to make decisions about access to credit.Better information can...
2026-09-0342 minRegulated DigitalMortgage Communication: Building Borrower Certainty, Paul Broadhead, BSA (#45)Waiting is one of the hardest parts of a mortgage journey. A borrower may know that their application is moving, yet still have no idea what has been checked, what remains outstanding, or when they will hear back.That uncertainty becomes more difficult when rates are changing, a property transaction is time-sensitive, or the customer is worried about affordability.In this episode of Regulated Digital, Paul Broadhead, Head of Mortgages and Housing at the Building Societies Association (BSA), joins us to examine how lenders can combine efficient digital journeys with clear explanation, secure communication, and...
2026-08-1828 minRegulated DigitalSimplified Advice: What Firms Need to Make It Work, Simon Harrington, PIMFA (#44)A narrower financial recommendation should cost less to provide. The difficult part is deciding when that service is suitable and making its limits clear.In this episode of Regulated Digital, we speak with Simon Harrington, Head of Public Affairs at the Personal Investment Management & Financial Advice Association (PIMFA), about whether simplified advice can widen access to personal recommendations without recreating the cost and complexity of holistic advice.Simon joined PIMFA in 2017 after roles at Nest and HM Treasury covering automatic enrolment, pension freedoms, and the UK's response to the financial crisis. His policy background gives h...
2026-08-1132 minRegulated DigitalWhat Open Finance Needs to Earn Customer Trust, Larry Banda, TISA Commercial Enterprises (#43)People do not experience their finances as separate product lines. Open finance becomes useful when connected data helps someone understand what they have, whether they are on track, and what they should do next.That was one of the central challenges raised by Larry Banda, CEO of TISA Commercial Enterprises and Chair of Select ID, when he joined us on the Regulated Digital podcast.Larry brings decades of experience across mortgages, investments, financial planning, and digital advice. Before joining TISA, his work at Nationwide included developing roboadvice in the FCA sandbox and rolling out video-based m...
2026-08-0444 minRegulated DigitalHow Firms Can Prove Customer Understanding, James Daley, Fairer Finance (#42)Rewriting a letter can lower its reading age. But robust evidence of customer understanding comes from what people comprehend, decide, and do next.That is the standard financial services firms must now learn to examine.James Daley, Founder and Managing Director of Fairer Finance, has spent more than 20 years campaigning for better outcomes for financial services customers.James spoke to us about why financial products remain difficult to understand and what Consumer Duty has changed. The core question is what a firm should be able to demonstrate before claiming that its communications support c...
2026-07-2827 minRegulated DigitalDesigning Digital Trust at Scale With Oliver From Engine (#41)A digital journey can complete successfully while leaving the customer uncertain about what happened, why a decision was made, or what they should do next.That uncertainty can surface later through repeat contact, abandonment, complaints, and reluctance to trust the next interaction.In this episode of Regulated Digital, we speak with Oliver King, co-founder and managing partner at Engine, about how regulated organisations can design confidence into digital journeys as automation and AI take on more of the process.Our questions centre around where trust appears inside a journey. It may be a...
2026-07-2131 minRegulated DigitalChris Curry on Pensions Dashboards, Data, and Trust, Chris Curry, Money and Pensions Service (#40)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 solve and what regulated firms can learn from the programme.Learn more on our website: https://www.beyondencryption.com/blog/chris-curry-on-pensions-dashboards-data-and-trust
2026-06-0926 minRegulated DigitalData Protection and Online Safety: Finding the Balance in Digital Identity, Paul Holland, Beyond Encryption (#39)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 proportionate.The same tension appears in age assurance, subject access requests (SARs), standard email, digital identity, and the practical steps leadership teams can take without the...
2026-05-1924 minRegulated DigitalAccessible by Design: Making Regulated Customer Journeys Work for Disabled People, Diane Lightfoot, BDF (#37)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 episode of Regulated Digital, Diane Lightfoot, CEO of Business Disability Forum, explains why disabled customers still face avoidable barriers in communications, service design, and customer support, and what firms in regulated sectors...
2026-04-2831 minRegulated DigitalPrivate Banking in a Digital World: Building Trust, Clarity, and Human-Led Client Experiences, Dom Kohler, Brown Shipley (#36)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.Brown Shipley supports high net worth individuals across the UK with investment management, wealth planning, and lending, and it sits within the Quintet Private Bank group’s European network.Learn more: https://ww...
2026-03-1023 minRegulated DigitalRegulated AI: Explainability, Oversight, and Defensible Financial Crime Decisions, Dr Janet, Napier AI (#35)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 “black box” era. This involves practical solutions like explainable workflows, proportionate oversight, and an evidence trail that stands up under challenge.
2026-03-0330 minRegulated DigitalOfgem: Raising the Bar on Energy Communications, Jemma Baker, Ofgem (#34)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 cust...
2026-02-2425 minRegulated DigitalDigital Identity in Practice: Age Assurance, and Real Customer Journeys, Emily Hyett, Yoti (#33)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
2026-02-1726 minRegulated DigitalFrom PoCs to Production: Scaling AI Safely in Regulated Banking, Sam, Shawbrook (#32)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.
2026-02-1231 minRegulated DigitalFrom Complexity to Clarity: How L&G is Transforming Regulated Customer Comms, Jenny Hazan, L&G (#31)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 barr...
2026-01-2039 minRegulated DigitalBuilding Trust at Scale Through Smarter Financial Data, Smart Data Foundry (#30)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
2025-12-2333 minRegulated DigitalMaking Data Protection Customer-Friendly at Scale, Data Protection People (#29)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...
2025-12-0442 minRegulated DigitalBeyond the Hype: Practical Lessons on Building With AI in Regulated Industries, Mark Watson, ComplyAdvantage (#28)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.Le...
2025-11-2521 minRegulated DigitalFrom Reactive to Proactive: Building a Future Ready Security Programme, Debbie Janeczek, ING (#27)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.
2025-11-1828 minRegulated DigitalHarnessing Data for Hyper-Personalised Customer Communications in the AI Era, Allan Christian, Precisely (#26)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 hyper-personalised, compliant communications, powered by data integrity.He's now turning his focus to intelligent interactivity - applying agentic AI to unify orchestration, decisioning, and design for real-time experiences.In thi...
2025-09-1938 minRegulated DigitalYour Customer’s Worst Day: How to Be Ready When Cybercrime Hits, Charlotte Hooper, The Cyber Helpline (#25)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 with clarity, empathy, and practical support.Learn more on our website.
2025-08-2639 minRegulated DigitalScottish Widows’ Digital Transformation: Customer Experience at Scale, Leslee Ross, Scottish Widows (#24)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 name in pensions, insurance, and investments. It is now part of Lloyds Banking Group, the UK’s biggest digital bank.But with changing customer needs, rising digital expectations, and major societal we...
2025-07-2927 minRegulated DigitalCyber Security: Getting the Essentials Right With IASME, Neil Furminger (#23)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 practical tips any business can follow to reduce risk.Learn more on our website.
2025-07-2224 minRegulated DigitalDigital Experiences for All: How Unum Supports the Modern Workforce, Lio Lopez-Welsh, Unum (#22)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.
2025-07-0833 minRegulated DigitalBridging the Digital Divide: How Virgin Money is Tackling Exclusion, Vicky Stephen, Virgin Money (#21)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 partnerships.Learn more on our website.
2025-06-2435 minRegulated DigitalHow Nest Pensions Uses Digital Communications to Empower Members, Deborah Perkins, Nest Pensions (#20)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 for over 13 million members - many of whom have little initial interest in their pensions.Learn more on our website.
2025-05-1421 minRegulated DigitalModernising Financial Crime Prevention: What’s Changing & What’s Next, Matt Beattie, BeyondFS (#19)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 keep up.In this episode, we explore the growing complexity of financial crime, how AI is being used on both sides of the fight, and why a people-first, risk-led strategy is e...
2025-04-3024 minRegulated DigitalMoney Mules & Financial Crime: Protecting Clients from Hidden Threats, Stephen Dalton, Cifas (#18)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 customers before they're caught in the crossfire.From romance scams to fake jobs, money mules are being recruited in increasingly deceptive ways.Stephen shares new data and expert advice t...
2025-04-2426 minRegulated Digital[Bonus] Secure Email: Making Client Communication Safer Without the Hassle, Harry Holland, Beyond EncryptionAre 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.
2025-04-1608 minRegulated DigitalWhere Companies Are Getting Consumer Understanding Requirements Wrong, Ben Perkins, Plain Numbers (#17)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 combined with real-world support, they help organisations make numbers work for people, not against them, and supercharge customer understanding.And it’s not just theory - research shows it works.Learn more on our website.
2025-04-0733 minRegulated DigitalCyber Security Myths, Mistakes & Must-Dos: Keeping Client Comms Safe, Chantal Constable, NCC Group (#16)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 businesses can reduce cyber risk without adding frustrating layers of friction for employees and customers.Learn more on our website.
2025-04-0226 minRegulated DigitalHow to Communicate with Your Customers During a Crisis, Sean O'Meara, Essential Content (#15)We spoke with Sean O’Meara, founder of Essential Content, about crisis communication in regulated sectors and how businesses can protect both their reputations and their customers’ trust.Sean has advised major organisations across banking, finance, insurance, and healthcare on how to plan for and respond to critical failures – both operational and cultural.He’s also co-authored a renowned book on corporate apologies and is an experienced speaker on the importance of saying the right thing at the right time.Learn more on our website.
2025-03-1937 minRegulated DigitalEliminating Friction in Financial Services: Compliance, Tech & Trust, Karen Peters, SEFAS (#14)We spoke with Karen Peters, an experienced consultant who helps financial services organisations transform complex communications at scale – focusing on compliance, readability, and customer experience.Karen has advised CEOs, COOs, and CTOs at board level on meeting new regulations like Consumer Duty and the upcoming EU Accessibility Act.She draws on her background in digital transformation, channel management, robotic process automation, and more to remove friction in customer journeys – while prioritising trust and compliance.
2025-02-1933 minRegulated DigitalAccelerating Innovation In a Regulated Defence Environment, Morgan (Mogsy) Long, Defence Digital Foundry (#13)We spoke to Morgan (Mogsy) Long, Programme Manager and Talent Lead at the Defence Digital Foundry – a government initiative designed to accelerate digital transformation across the armed forces.While we often look at how regulated businesses reach customers, here, we explore how the armed forces engage with recruits, service personnel, veterans, and family members.We also discover how Morgan's team balances security and compliance to drive change at pace in the technology supporting the armed forces across multiple problem sets.Learn more on our website.
2025-02-0535 minRegulated DigitalUnified Enterprise Communications: Balancing Compliance and Impact, Rich Logan, MMT Digital (#12)We caught up with Richard Logan, Principal Digital Strategist at MMT Digital, to find out how regulated organisations can unify their customer communications, maintain compliance, and deliver real value.MMT Digital has worked on global digital transformation programmes for well-known names like Vodafone, NFU Mutual, Schroders, TransLink, and Newcastle Building Society.Learn more on our website.
2025-01-2238 minRegulated DigitalImproving Customer Journeys in Regulated Industries: A Behavioural Approach, Phil Courtenay, Humans and Money (#11)We spoke with Philip Courtney, founder of Humans and Money, to find out why people often fail to take the right actions with money—and how businesses can help.Phil specialises in investor psychology, having worked in the financial sector before launching the consultancy.He’s just completed a PhD on people’s attitudes to money and, in his words, he’s a bit of a “nerd” when it comes to financial decisions.Learn more on our website.
2025-01-1033 minRegulated Digital[Bonus] Are Companies Doing Enough to Protect Their Customer Communications?, Paul Holland, Beyond EncryptionWe spoke with Beyond Encryption Founder & CEO Paul Holland about the challenges of securing digital communications and how businesses can safeguard sensitive customer data amid an evolving threat landscape. With cyber attacks accelerating at an unprecedented rate—targeting everything from global enterprises to critical hospital infrastructure—companies need to ask themselves: Are they doing enough to protect their outbound customer communications?Learn more on our website.
2024-12-2022 minRegulated DigitalThe Changing Landscape of Financial Services Client Communications, Helen Clark, Mint Blue Consulting (#10)We caught up with Helen Clark, founder of Mint Blue Consulting, to discuss how financial services firms can adapt their communication strategies amidst technological and regulatory change.As digital transformation accelerates, financial services firms are grappling with regulatory and efficiency challenges while trying to maintain focus on the diverse preferences of clients and advisers.Learn more on our website.
2024-12-1122 minRegulated DigitalThe Power of Punk: How to Foster the Customer Experiences That Matter, Adrian Swinscoe (#9)Adrian Swinscoe, renowned customer experience adviser and author of "Punk CX" and "Punk XL", advocates a return to simplicity, authenticity, and a human-centric approach.Businesses that want to improve their customer experience often find themselves stuck in complex strategies and over-engineered solutions.We explore how embracing the punk philosophy can revolutionise customer experience, inspired by the raw and rebellious spirit of punk music.Learn more on our website.
2024-11-2835 minRegulated DigitalPensionBee’s Holistic Approach to Customer Communications & Engagement, Brooke Day, PensionBee (#8)We spoke with Brooke Day, Head of Brand and Communications at PensionBee, to explore how the company keeps customers engaged throughout their lifelong pension journeys.Engaging customers in long-term financial products like pensions takes a multifaceted approach. Combining education with personalised, multi-channel communications is how PensionBee maintains customer engagement over decades for their lifetime product.In financial services, customer engagement extends beyond transactions; it involves building affinity and relationships through multiple interactions.Learn more on our website.
2024-11-2017 minRegulated DigitalMaking Financial Services Customer Communications More Human, Ben Hammond, Lang Cat (#7)We caught up with Ben Hammond, Managing Director of Consulting and Insight at The Lang Cat, to discuss how financial services can humanise digital communications amidst regulatory challenges.How can financial services maintain a human touch in their digital customer communications? Blending innovation with personalisation, along with using the latest in AI technology, will be key—as will working to innovate within and challenge regulatory requirements.As the financial sector evolves, balancing advanced digital solutions with genuine human interaction is a significant concern.Learn more on ou...
2024-11-0723 minRegulated DigitalBuilding an Online Pension Tool That People Love to Use, Kevin Hollister, Guiide (#6)Kevin Hollister, founder of Guiide, shares his experience developing a self-serve online tool that simplifies the complexities of retirement planning.What does it take to create a self-serve pension tool that supports users in making confident, informed decisions about their retirement savings?Learn more on our website.
2024-11-0130 minRegulated DigitalThe Importance of Cybersecurity in Digital Customer Communications, Lee Curtis, Seguro (#5)We sat down with Lee Curtis, CEO of Seguro Technology, to delve into how businesses can identify, manage, and mitigate risks in their digital customer communications.How can businesses safeguard their customer interactions from increasingly sophisticated cyber threats? The answer lies in proactive cybersecurity measures and staying one step ahead of emerging risks.As companies rely more on digital channels to communicate with customers, the importance of cybersecurity cannot be overstated.Learn more on our website.
2024-10-2418 minRegulated DigitalCollaborative Leadership in Action: Elevating Customer Communications, Poppy Achilles, Accelerator Labs (#4)We spoke with Poppy Achilles, Co-Founder of Accelerator Labs, to explore how companies can successfully rally customer communications change through collaborative leadership and strategic initiatives.How can companies stay ahead in the fast-moving digital landscape while enhancing their customer communication? The key is fostering collaborative leadership, a vital force in driving impactful, sustainable change in today’s competitive environment.As businesses navigate demographic shifts and technological advancements, the need for effective digital communication strategies has never been more apparent.Learn more on our website.
2024-10-1731 min
Regulated Digital[BONUS] How to Keep Customer Trust in Fragmented Communications Processes, Carole Howard, Beyond EncryptionWe spoke with Carole Howard, our Head of Network Sales, to understand the challenges of fragmented communication in regulated industries and how companies can effectively navigate digital change.
In high-value transactions and complex service processes, maintaining customer trust is more challenging than ever.
With multiple parties involved and a variety of communication channels, ensuring seamless and secure interactions is essential.
Learn more on our website.
2024-10-0922 minRegulated DigitalApplying Behavioural Insights to Enhance Digital Customer Engagement, Paul Davies, Behaviour Consulting (#3)We talked to Paul Davies, Consulting Psychologist at Behaviour Consulting, who applies behavioural psychology principles to help companies better understand and interact with their customers.The challenge of balancing security with user experience is reshaping how companies engage with customers in the digital age, making seamless, safe interactions more essential than ever.Paul's expertise sheds light on how organisations can reduce friction in their digital platforms and create more intuitive, user-friendly experiences without compromising on security.Learn more on our website.
2024-10-0241 minRegulated Digital[BONUS] How to Drive Portal Engagement in Financial Services, Adam Byford, Beyond EncryptionWe spoke to Beyond Encryption CCO Adam Byford to understand the state of customer portal engagement and how to increase it.
In financial services, customer engagement can be a challenge.
With the rise of digital portals, companies hoped to streamline interactions and create more seamless experiences.
However, the reality often falls short of expectations.
Research shows that while portals are widely implemented, only a small fraction of users actively engage with them, highlighting the need for a more refined approach.
Learn more on our website.
2024-09-1330 minRegulated DigitalPersonalisation: Enriching Financial Services Customer Communications, Ian Beestin, Money Alive (#2)We spoke to Ian Beestin, co-founder of Money Alive, a platform known for its innovative approach to video engagement.The shift towards personalisation in customer communications is redefining the financial services industry, offering unprecedented opportunities to engage with customers more meaningfully.Ian's insights into the transition from static to dynamic, more personalised customer communications are invaluable for any organisation looking to enhance its engagement strategies.Learn more on our website.
2024-09-0430 minRegulated DigitalThe Road to ROI in Digital Customer Communications, Chloe Taylor, Quietroom (#1)We spoke to Chloe Taylor from Quietroom about achieving ROI in customer communications.
The complexities of measuring return on investment (ROI) in communications programmes can make digital transformation challenging, especially for companies in regulated sectors.
As CEO of Quietroom, an insight-led communications consultancy, Chloe is an expert on the road to ROI in engagement projects.
Learn more on our website.
2024-08-2844 min
Momentum MeetsMomentum Meets: Paul Holland"The systems have to work with my mum... and she deserves the same level of security about her data and communication exchanges that other people do."Paul Holland founded Beyond Encryption in 2016. A serial tech entrepreneur, Paul saw the growing need for secure digital communications at the start of the internet era. After selling previous businesses to Capita and Experian, he turned his focus to building the team that would develop the identity technology behind Mailock, nigel, and AssureScore.He joins Alistair Body, our Business Development Director in the latest episode of Momentum...
2023-06-0725 min
Sense of Identity, by Beyond EncryptionSetting The Standard For Ubiquitous Connectivity - Anthony Rafferty (Sense Of Identity, S1, Ep. 6)We caught up with CEO of Origo Services, Anthony Rafferty, to discuss how digital technology is setting a standard for ubiquitous connectivity in the financial services industry.
Anthony Rafferty is CEO at Origo Services, our partner on the joint secure email solution Unipass Mailock. As the UK's original fintech company, Origo Services has a goal to connect the financial services industry for the benefit of everyone through its toolkit of software services.
Key Takeaways:
- Gain insights into how to tackle paper-based processes in the pensions and investments industry with...
2023-04-0628 min