Regulated Digital

At Regulated Digital, we speak 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, Regulated Digital examines how regulated organisations design digital experiences that are not only innovative, but secure and compliant.

Regulated Digital is a technology podcast hosted by Sam Kendall, Beyond Encryption, with 48 episodes on record and a Required Pod Score of 80.

Sam Kendall, Beyond Encryption hosts Regulated Digital, a technology show with 48 episodes published.

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  Episode #48

  Protecting Access: Fraud Controls Without Locking Legitimate People Out, Kate Frankish, Suits Me (#48)

  Sep 30, 202628 minS1

  Fraud 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, benefits, and bills. On this episode of Regulated Digital, Kate Frankish , Non-Executive Director and Board Chair at Suits Me , looks at how providers can keep strong fraud controls without locking genuine customers out of everyday payment accounts. Learn more: https://www.mailock.com/blog/fraud-controls-financial-access-suits-me

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  Episode #47

  The AI Edge Cases That Break Customer Trust, Robin Christopherson, AbilityNet (#47)

  Sep 15, 202639 minS1

  For 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 or a pension service, and the consequences could extend well beyond an unread webpage. Robin Christopherson MBE, Head of Digital Inclusion at AbilityNet, joined Sam Kendall on Regulated Digital to discuss how AI can improve access to financial services, and where it can exclude the people who need them. Robin regularly uses AI to navigate inaccessible services, yet still encounters barriers in the systems surrounding it. His experiences show why firms need to test the whole customer task, from the first identity check to the help available when something goes wrong. Learn more: https://www.mailock.com/blog/ai-accessibility-financial-services-robin-christopherson

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  Episode #45

  Mortgage Communication: Building Borrower Certainty, Paul Broadhead, BSA (#45)

  Aug 18, 202629 minS1

  Waiting 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 outstanding, or when they will hear back. That uncertainty becomes more difficult when rates are changing, a property transaction is time-sensitive, or the customer is worried about affordability. In this episode of Regulated Digital, Paul Broadhead , Head of Mortgages and Housing at the Building Societies Association (BSA) , joins us to examine how lenders can combine efficient digital journeys with clear explanation, secure communication, and access to human support. Building societies bring a useful perspective to this question. Their customer-owned model places long-term member relationships at the centre of their work, while their borrowers increasingly expect to upload documents, complete checks, and follow applications online. Learn more: https://www.mailock.com/blog/mortgage-communication-borrower-certainty

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  Episode #44

  Simplified Advice: What Firms Need to Make It Work, Simon Harrington, PIMFA (#44)

  Aug 11, 202633 minS1

  A 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 Regulated Digital, we speak with Simon Harrington , Head of Public Affairs at the Personal Investment Management & Financial Advice Association (PIMFA) , about whether simplified advice can widen access to personal recommendations without recreating the cost and complexity of holistic advice. Simon joined PIMFA in 2017 after roles at Nest and HM Treasury covering automatic enrolment, pension freedoms, and the UK's response to the financial crisis. His policy background gives him a close view of the regulatory intent and the practical questions facing advice firms. The FCA's targeted support regime went live on 6 April 2026. Its consultation on simplifying pensions and investment advice rules closed on 22 May 2026, with a final Policy Statement still to come.

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  Episode #41

  Designing Digital Trust at Scale With Oliver From Engine (#41)

  Jul 21, 202632 minS1

  A 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 surface later through repeat contact, abandonment, complaints, and reluctance to trust the next interaction. In this episode of Regulated Digital, we speak with Oliver King, co-founder and managing partner at Engine, about how regulated organisations can design confidence into digital journeys as automation and AI take on more of the process. Our questions centre around where trust appears inside a journey. It may be a clear explanation before an identity check, a useful progress update during a delay, or an obvious route to a person when a decision has serious consequences - but these details shape whether the customer feels safe enough to continue. Learn more: https://www.beyondencryption.com/blog/digital-trust-at-scale

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