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 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

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

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

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.

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

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