Regulated Digital

Sam Kendall, Beyond Encryption

Regulated Digital explores how organisations in highly regulated industries navigate digital change while protecting customers, data, and trust. 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, Regulated Digital examines how regulated organisations design digital experiences that are not only innovative, but secure and compliant.

  1. 20 JAN

    From 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 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

    40 min

  2. 23/12/2025

    Building 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

    33 min

  3. 04/12/2025

    Making 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 day. Learn more on our website.

    43 min

  4. 25/11/2025

    Beyond 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. Learn more on our website.

    21 min

  5. 18/11/2025

    From 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.

    29 min

  6. 19/09/2025

    Harnessing 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 this episode, Allan explains how to harness first-party data for personalised communications without losing sight of trust or compliance. Learn more on our website.

    39 min

  7. 26/08/2025

    Your 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.

    40 min

  8. 29/07/2025

    Scottish 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 wealth gaps, the team knew it was time for a refresh. And at the helm of this push is their new CEO, Chira Barau, whose energetic leadership has been key to driving innovation. Learn more on our website.

    27 min
See All (33)

5
out of 5
3 Ratings

About

Regulated Digital explores how organisations in highly regulated industries navigate digital change while protecting customers, data, and trust. 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, Regulated Digital examines how regulated organisations design digital experiences that are not only innovative, but secure and compliant.

Information

  • Creator
    Sam Kendall, Beyond Encryption
  • Years Active
    2024 - 2026
  • Episodes
    33
  • Rating
    Clean
  • Copyright
    © Sam Kendall, Beyond Encryption
  • Show Website
    Regulated Digital