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.

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.

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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.

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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.

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.

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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.

What’s the best way to protect your business from common cyber attacks?

Neil Furminger is Head of Cyber Essentials at the IASME Consortium.

He helps organisations adopt simple but effective security controls that protect against high-frequency digital threats.

In this episode, Neil explains the Cyber Essentials scheme, breaks down what’s still going wrong with UK cybersecurity, and shares practical tips any business can follow to reduce risk.

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How do you create digital experiences that truly serve every user - from HR leaders to employees - without losing sight of the bigger picture?

Lio Lopez-Welsh is the Chief Information and Digital Officer at Unum UK.

He joined the podcast to discuss how Unum builds digital platforms for a wide range of users - from employers and brokers to employees and their families.

Learn more on our website.

What would you do if your life depended on being online - but you couldn’t get access?

Vicky Stephen is tackling that question head-on at Virgin Money, where she works as Customer Vulnerability and Financial Inclusion Wellbeing Manager.

In this episode, Vicky shares how Virgin Money is helping to bridge the UK’s digital divide through community outreach, inclusive service design, and national partnerships.

Learn more on our website.

How do you build lasting relationships with an audience as broad as the UK population?

Deborah Perkins, Member Proposition Director at Nest Pensions, joined us to discuss how Nest navigates the unique challenges of engaging and supporting auto-enrolled pension scheme members.

Deb shares how Nest uses behavioural science, testing, and new digital platforms like its app to personalise experiences for over 13 million members - many of whom have little initial interest in their pensions.

Learn more on our website.