VodafoneThree and Lightico Deliver 30% Compliance Uplift and 13-Point NPS Gain in Arrears Support, Named Finalist at ICA Compliance Awards Europe 2026

Posted on Jul 16, 2026 by Gaby Young

How VodafoneThree and Lightico eliminated the trade-off between compliance and customer experience, at scale across up to 25,000 arrears cases a month. 

London, 1 July 2026 – VodafoneThree, in partnership with Lightico, has delivered a 30% compliance uplift alongside a 13-point Net Promoter Score improvement across its arrears support operation, operating at scale across up to 25,000 cases per month. The achievement was recognised by the International Compliance Association at the ICA Compliance Awards Europe 2026 as a finalist in the Digital Initiative of the Year category, reflecting the programme’s demonstration that compliance and customer experience can improve simultaneously through integrated design. 

Lightico’s AI-powered customer journey orchestration platform embeds regulatory requirements directly into live customer interactions, producing both right-first-time execution and measurable improvements in customer outcomes. Quality Assurance performance peaked at 94% and has been sustained above 91% month-on-month, alongside a 10-point improvement in Customer Effort Score and a 3% uplift in First Contact Resolution. 

The Challenge 

When FCA expectations around Borrowers in Financial Difficulty (BIFD) increased in complexity, VodafoneThree recognised that traditional approaches to compliance would not sustain fairness and consistency across almost 25,000 arrears support cases per month. Advisors were navigating FCA and Ofcom obligations through fragmented guidance, manual decision trees and multiple systems, which created inconsistent outcomes and increased compliance risk. 

VodafoneThree set out to achieve right-first-time compliance during every live interaction, embedding regulatory requirements directly into the conversation rather than relying on retrospective review. 

The Solution 

Lightico’s platform supports structured, real-time journeys that guide advisors and customers through regulated arrears conversations, adapting dynamically to each customer’s financial position, vulnerability indicators and available forbearance options. Every interaction produces a clear, auditable record of what was discussed and agreed, supporting regulatory assurance while improving customer understanding and transparency. 

VodafoneThree’s Financial Operations, Contact Centre, Compliance, QA and Technology teams worked in close collaboration with Lightico, translating complex regulatory logic into journeys advisors could follow confidently during live calls. 

The Results 

The programme has delivered sustained improvement across compliance, customer experience and operations: 

1. Compliance outcomes: Compliance increased by 30%, with QA peaking at 93.62% and sustained above 91% month-on-month, alongside significantly reduced variability. By reducing variability across interactions, the programme materially lowered conduct risk and increased confidence that regulatory expectations are being met consistently.

2. Customer experience outcomes: In parallel with compliance improvement, Net Promoter Score improved by 13 points, Customer Effort Score improved by 10%, and First Contact Resolution increased by 3%. These gains reflect clearer, more structured arrears support conversations that help customers better understand their financial position, available forbearance options and agreed outcomes.

3. Advisor experience: Advisors report significantly reduced cognitive load during live interactions and increased confidence in handling complex, emotionally charged conversations. The structured journeys have improved consistency and reliability across the operation.

Challenging the False Choice 

In regulated contact centres, compliance and customer experience are often treated as competing priorities. VodafoneThree and Lightico have proven that assumption false. By embedding right-first-time compliance into live arrears conversations, the programme shows that clearer, more consistent interactions produce better outcomes for customers in financial difficulty and stronger regulatory performance at the same time. 

Next Steps 

While the VodafoneThree programme is currently focused on Device Finance arrears support, it will extend to Airtime arrears in a second phase. Because Lightico sits above existing systems, VodafoneThree can evolve journeys as regulatory expectations change without disrupting live operations or requiring infrastructure rebuilds. 

Natasha McIntyre, Performance Manager, Risk and Compliance, VodafoneThree: “Delivering consistent, compliant arrears support at scale requires both organisational commitment and the right enabling technology. VodafoneThree set the strategic direction, Lightico provided the platform, and together we’ve achieved what many thought impossible: a 30% compliance improvement alongside a 13-point NPS increase across up to 25,000 cases every month. That’s the result of rigorous programme design, operational discipline, and advisors equipped with the right tools.” 

Richard Grey, Chief Revenue Officer, Lightico: “This achievement reflects what VodafoneThree and Lightico have built together: a live demonstration that compliance and customer experience can move in the same direction. A 30% compliance uplift alongside a 13-point NPS improvement puts numbers on something the industry has long debated. Right-first-time compliance is not just a regulatory outcome. It is a better experience for customers who are already in a difficult situation. We are proud to be part of a programme that proves this works.” 

Pekka Dare, President of the ICA: “VodafoneThree and Lightico represent outstanding collaboration and innovation in service of both regulatory compliance and fair customer outcomes. Their recognition as a finalist in the Digital Initiative of the Year category demonstrates that when compliance and customer experience are designed together, rather than treated as opposing forces, the results speak for themselves.” 

Notes to Editors 

For media enquiries relating to VodafoneThree, please contact [email protected] 

For media enquiries relating to Lightico, please contact Gaby Young, [email protected] 

About VodafoneThree 

VodafoneThree is the UK’s largest mobile network operator serving the fixed and mobile market, formed following the merger of Vodafone UK and Three UK in June 2025. 

Through an unprecedented £11 billion investment, VodafoneThree will build the UK’s best network. The network will deliver reliable, quality connectivity to all nations and regions, creating as many as 13,000 jobs and laying a digital foundation for the country’s growth ambitions. VodafoneThree is the only mobile network operator with a fully funded, regulated and guaranteed network build plan, reaching 99% 5G Standalone population coverage by 2030 and 99.96% by 2034. From big cities to small towns, and everywhere in between, the company’s mission is to build the UK’s best network. 

VodafoneThree is a private company, 51% owned by Vodafone and 49% owned by CK Hutchison Holdings. It encompasses all businesses and assets, including Vodafone UK, Three UK, VOXI Mobile, SMARTY and Talkmobile. 

About Lightico 

Lightico is an AI-powered customer journey orchestration platform that helps banks, telecoms providers, utilities and financial services firms deliver compliant, customer-first interactions at scale. Purpose-built for highly regulated industries, Lightico embeds compliance, CX and operational requirements directly into live customer interactions across the contact centre, web and mobile. The result is right-first-time execution, consistent customer outcomes and audit-ready records on every journey. 

By orchestrating compliant digital journeys above existing systems, Lightico enables enterprises to reduce conduct risk and evidence regulatory adherence across frameworks including FCA Consumer Duty, Borrowers in Financial Difficulty (BIFD) and Ofcom, without replacing core infrastructure. Organisations improve customer experience at scale while satisfying regulators, and do so without lengthy implementation programmes or operational disruption. 

The result is faster, fairer and fully auditable customer journeys that work for customers, advisors and compliance teams alike. For more information visit www.lightico.com 

About the ICA 

The International Compliance Association (ICA) is the leading professional body for the global regulatory and financial crime compliance community. Since 2001, ICA has enhanced the knowledge, skills and behaviour of over 160,000 professionals through its internationally recognised portfolio of professional qualifications, awarded in association with Alliance Manchester Business School, the University of Manchester.