Regulated Digital
by Sam Kendall, Mailock by Beyond Encryption
Latest episode
[Guest Host] Keeping Advice Human: Secure Technology Clients Will…
[Guest Host] Keeping Advice Human: Secure Technology Clients Will…
About this podcast
At Regulated Digital, Sam Kendall from Mailock by Beyond Encryption speaks to the people trying to do right by people’s rights without disrupting human connection.
Each episode features in-depth conversations with industry leaders and practitioners on topics including customer engagement, secure communications, privacy and data protection, compliance, AI, personalisation, and large-scale digital transformation.
From governance to technology, culture, and execution, we examine how regulated organisations design digital experiences that are not only innovative, but secure and compliant.
Episodes
The newest 20 of 50 episodes
- [Guest Host] Keeping Advice Human: Secure Technology Clients Will Actually Use, Ben Beck, Julian Harris [Hosted by Carole Howard] (#49) · 15 min · Season 1 Episode 44Clients 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…
- Protecting Access: Fraud Controls Without Locking Legitimate People Out, Kate Frankish, Suits Me (#48) · 28 min · Season 1 Episode 48Fraud 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…
- The AI Edge Cases That Break Customer Trust, Robin Christopherson, AbilityNet (#47) · 39 min · Season 1 Episode 47For 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…
- Can AI and Better Data Improve Financial Inclusion?, Kate Pender, Fair4AllFinance (#46) · 43 min · Season 1 Episode 46Financial 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…
- Mortgage Communication: Building Borrower Certainty, Paul Broadhead, BSA (#45) · 29 min · Season 1 Episode 45Waiting 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…
- Simplified Advice: What Firms Need to Make It Work, Simon Harrington, PIMFA (#44) · 33 min · Season 1 Episode 44A 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…
- What Open Finance Needs to Earn Customer Trust, Larry Banda, TISA Commercial Enterprises (#43) · 44 min · Season 1 Episode 42People 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…
- How Firms Can Prove Customer Understanding, James Daley, Fairer Finance (#42) · 28 min · Season 1 Episode 43Rewriting 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…
- Designing Digital Trust at Scale With Oliver From Engine (#41) · 32 min · Season 1 Episode 41A 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…
- Chris Curry on Pensions Dashboards, Data, and Trust, Chris Curry, Money and Pensions Service (#40) · 27 min · Season 1 Episode 40Pensions 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…
- Data Protection and Online Safety: Finding the Balance in Digital Identity, Paul Holland, Beyond Encryption (#39) · 25 min · Season 1 Episode 39Online 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…
- Accessible by Design: Making Regulated Customer Journeys Work for Disabled People, Diane Lightfoot, BDF (#37) · 31 min · Season 1 Episode 35For 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…
- Private Banking in a Digital World: Building Trust, Clarity, and Human-Led Client Experiences, Dom Kohler, Brown Shipley (#36) · 23 min · Season 1 Episode 36Digital 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…
- Regulated AI: Explainability, Oversight, and Defensible Financial Crime Decisions, Dr Janet, Napier AI (#35) · 31 min · Season 1 Episode 35In 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…
- Ofgem: Raising the Bar on Energy Communications, Jemma Baker, Ofgem (#34) · 26 min · Season 1 Episode 34Good 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…
- Digital Identity in Practice: Age Assurance, and Real Customer Journeys, Emily Hyett, Yoti (#33) · 27 min · Season 1 Episode 33Age 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…
- From PoCs to Production: Scaling AI Safely in Regulated Banking, Sam, Shawbrook (#32) · 32 min · Season 1 Episode 32Many 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…
- From Complexity to Clarity: How L&G is Transforming Regulated Customer Comms, Jenny Hazan, L&G (#31) · 40 min · Season 1 Episode 31In 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…
- Building Trust at Scale Through Smarter Financial Data, Smart Data Foundry (#30) · 33 min · Season 1 Episode 30Smart 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…
- Making Data Protection Customer-Friendly at Scale, Data Protection People (#29) · 43 min · Season 1 Episode 29Most 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…
