Accessible by Design: Making Regulated Customer Journeys Work for Disabled People, Diane Lightfoot, BDF (#37)

Data 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 work becoming overwhelming. For this episode, we caught up with Founder and CEO of Beyond Encryption Paul Holland, to talk about how organisations can balance safety, privacy, and identity, in real-world customer journeys. Learn more on our website: https://www.beyondencryption.com/blog/data-protection-online-safety

Accessible 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 [https://uk.linkedin.com/in/diane-lightfoot], CEO of Business Disability Forum [https://businessdisabilityforum.org.uk/], explains why disabled customers still face avoidable barriers in communications, service design, and customer support, and what firms in regulated sectors can do differently. The central takeaway is simple: build for choice, clarity, and real-world use from the start, and you reduce friction for disabled customers, lower the cost of retrofitting, and create journeys that work better for everyone. Learn more on our website: https://www.beyondencryption.com/blog/accessible-journeys-disabled-people

Private 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://www.beyondencryption.com/blog/private-banking-digital-world

Regulated 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. Learn more: https://www.beyondencryption.com/blog/ai-explainability-napier

Ofgem: 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 customer experiences.Learn more: https://www.beyondencryption.com/blog/ofgem-on-energy-communications