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

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

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.