What leaders in regulated sectors told us at Communicate ’25
At our conference last year, we asked attendees a deceptively simple question:
How do organisations move from regulatory obligation to strategic advantage in customer communications?
Across eleven roundtables, with senior participants from financial services, insurance, utilities and the public sector, the discussions quickly moved beyond technology or channels. What emerged instead was a picture of an industry that understands the opportunity ahead, but is still negotiating the organisational, cultural and strategic barriers that sit between ambition and execution.
Several themes emerged consistently across the eleven roundtable discussions, the strongest of which were:
The conversations revealed something important: most organisations no longer see regulation itself as the primary constraint. The bigger challenge is how organisations interpret, operationalise and respond to it.
Unsurprisingly, many of the themes raised spontaneously in the Communicate ’25 roundtables mirror the findings of our wider decision-maker research, which you can read in our report: Between Vision and Constraint.