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KEY THEMES+ ¦ DEMSA Summary

What you need to know this week Sarah Breeden highlighted the risk of multiple shocks crystallising at the same time, including a macroeconomic shock, loss of confidence in private credit, and AI or other valuation readjustments.StepChange reported that 89% of clients started their debt advice journey digitally in March 2026.StepChange clients completing debt advice reached 16,349 in March 2026, up 7% on February 2026 and 20% on March 2025.StepChange reported that 27% of clients presented with deficit budgets in March… Read more

KEY THEMES+ ¦ DEMSA Summary

What you need to know this week Fuel costs remain a live cost-of-living pressure, with the text linking renewed Strait of Hormuz disruption to household affordability concerns.75% of people cited fuel prices as a reason for increased living costs in March 2026, up from 38% in February.Consumer use of AI is rising faster than trust in it, creating a challenge for firms using AI in regulated customer journeys.A growing need to build trust around AI, data-sharing and Open Finance, particularly… Read more

Getting Ahead with AI Adoption

Zandra Moore and Charlie Bartle explore how organisations, particularly in financial services, are moving from AI curiosity to implementation. The discussion focuses on where firms currently stand, why many executives feel pressure to act, and why the real constraint is often not technology but education, prioritisation and change management. They argue that the strongest early returns come from practical internal use cases, especially those that improve operational workflows, unlock institutional knowledge and support compliance. They also discuss the evolution from… Read more

KEY THEMES+ ¦ DEMSA Summary

What you need to know this week Affordability remains a defining issue in 2026 as firms face rising household cost pressures, growing debt stress and closer regulatory scrutiny ahead of the Affordability Summit on 14/4/2026 in Manchester.MaPS’ latest update highlights the updated Standards, the new MaPS Standards Portal and the upcoming FCA review, with Daniel Kelly presenting on the SFS and new innovations at the Affordability Summit.Firms are being pushed to improve affordability journeys so customers can disclose income and… Read more

Why Payment Innovation Fails

Mike Hutchison discusses the evolution of UK payments, centred on the enduring strength of direct debit and the practical implications of newer payment models such as open banking, pay by bank and variable recurring payments. He examines why direct debit has remained so successful, highlighting its strong consumer understanding, low-cost economics, dependable performance and disciplined brand execution. The discussion also explores where newer payment methods add value, particularly for customers who want more control or have irregular income patterns. Find… Read more

The Truth About Affordability

Lee Healey, CEO and founder of IncomeMax, dicusses on affordability, vulnerability, income maximisation and the future of customer support in financial services. It explores how the cost of living, low income, health issues and changing social conditions are affecting households, and considers what financial institutions and government should do in response. A major theme is the balance between human support and digital innovation, including the use of AI to scale customer service while preserving empathy, judgement and inclusion. Overall, institutions… Read more