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Beyond 2020: CX Challenges Financial Institutions Will Continue to Face
2020 has been a year of unexpected business challenges with financial sector leaders tackling some of the toughest hurdles. Authentication and security, cost-effective omnichannel customer service, usability, timely and secure delivery of notifications are just a few issues made more complex this year.

We’ll look into some of these recent industry trends and answer the most common questions we hear at Hiya:
• How is the voice channel retaining prominence in the digital world?
• How has customer experience been impacted by unwanted robocalls?
• How will STIR/SHAKEN regulation affect businesses and how do you prepare?
• What steps can you take to allow legitimate spoofing while stopping or mitigating fraudulent spoofing?

Join Hiya as we examine these issues and discuss how institutions can deliver a quality secure customer experience, grow and retain their customer base, and reduce risk to the business in 2020 and beyond.

Oct 29, 2020 02:00 PM in Eastern Time (US and Canada)

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Speakers

Jon Aumann
Senior Sales Engineer @Hiya
Jon has successfully lived almost every role there is in the CX World, over the last 28 years, this includes everything from an agent, a supervisor, and running a multi-site contact center. Jon led worldwide sales engineering at NICE inContact for 8 ½ years and then led solution consulting at Genesys in the Central US for almost 7 years before recently joining Hiya in July of 2020.
Stephen Shepherd
Senior Account Executive @Hiya
Stephen is responsible for building and managing strategic customer relationships at Hiya. An accomplished entrepreneur and sales leader, Stephen has extensive experience with information services, SaaS, and on-premise platform companies. Stephen is extremely well-versed in the financial services business, understanding the intricacies of both the business and regulatory hurdles facing companies in this industry.