On 15 October 2024, Adare SEC hosted our clients, partners and wider customer communications network for a day packed with insightful discussions and practical strategies for navigating the ever-changing landscape of customer and citizen communications in regulated sectors.
We asked the question: does regulatory pressure stifle communication innovation, or is it possible to exceed customer expectations while remaining compliant – and even going beyond compliance?
Our speakers and Q&A sessions aimed to answer how to balance those expectations with operational, regulatory and emerging technology risks – as well as the cost of transformation.
Attendees had a unique opportunity to hear from industry leaders and analysts at the forefront of customer communications, technology and digital transformation.
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Nadine Dereza, award-winning journalist and broadcaster – and returning to host after our successful 2023 conference – brought her expertise from interviewing global leaders to draw out key takeaways from the speakers.
Tom Cheesewright, the Applied Futurist, delivered "A Letter From The Future: Three Trends for Future Communication." He analysed change drivers in regulated communication, challenged conventional wisdom about customer friction, and revealed surprising insights about consumer preferences in the digital landscape.
Jim Steven, Head of Crisis & Data Breach Response Services at Experian UK, presented "Not if, but when: preparing for an invisible threat." Drawing from his extensive experience, Jim shared practical strategies for crisis management and effective communication during data breaches.
Gerwyn Baker, Executive Director at Liberata UK and BPO industry veteran, demonstrated in "From zero to seventy" how local authorities achieved 70% digital adoption despite regulatory constraints and budget limitations.
Morgan Lewis, Senior Associate at Brabners, explored AI's impact on regulated communications in "The artificial just got real." His session examined compliance challenges and opportunities as the EU AI Act prepares to reshape the UK business landscape.
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All of our speakers, as well as Andrew Herd, Chief Digital & Information Officer at Adare SEC, joined the afternoon panel discussion: 'Navigating the complexities of regulated customer communications'. Moderated by Nadine Dereza, explored critical challenges facing organisations in regulated sectors. The discussion began by examining whether regulation truly constrains customer engagement in the UK and EU, leading to a compelling debate about balancing compliance with customer experience.
A key focus was the viability of digital-only strategies for established businesses, with panelists sharing insights on why this approach may not suit all organisations. The conversation then turned to practical strategies for supporting digitally hesitant customers while maintaining compliance standards.
The panel tackled the growing tension between AI-driven cyber threats and expanding digital channels, offering valuable perspectives on risk mitigation. Looking ahead, they discussed how regulation might evolve over the next 3-5 years and its impact on customer engagement strategies.
The session concluded with panelists sharing their vision for reimagining regulatory priorities in customer communications, emphasising the need for a framework that protects consumers while enabling innovation.
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To see the full agenda and speaker bios go to the event guide:
We opened the conference with the launch of our annual voice of the consumer report, 'Communication Calibration'. This is research we regularly conduct to understand how customers/citizens expect to be communicated to by organisations in the private and public sectors. Adare SEC's Ian Allan, in a panel discussion with our keynote speaker, Tom Cheesewright, pulled out the key findings, covering themes and questions including:
For the full report, download it here for free.
In breakout spaces, Adare SEC product managers demonstrated the Digital Experience, Hybrid Mail and Digital Mailroom solutions that are helping our clients offer excellent customer communications service and go beyond compliance.
We closed the conference with the launch of our charity campaign GETsmART! Over 60 artists, screen stars and household names put pen to paper and added their unique designs to plain envelopes, which were then put up for auction on 11-20 October, raising over £10,000 for the MND Association. Check out the sizzle reel below.
We’ve selected a fantastic venue in Manchester, The Lowry performing arts centre, a charity run theatre space in the centre of Salford Quays, across the water from the BBC and ITV studios.
We also factored in plenty of time for networking and socialising at lunch and with drinks after the event.
Read our insights covering the same themes as the conference – on how to go beyond compliance and mitigate against operational risks within the business and in the supply chain, as well as how to stay ahead of changes in the law.