Financial services organizations face ongoing challenges including inflation, economic uncertainty, fraud, and regulation. Meeting customer demands for guidance and better experiences necessitates enhancing multichannel outbound communications. While email is vital, the phone remains popular. However, call blocking and spam mistagging present obstacles. Negative call experiences impact revenue and customer satisfaction. STIR/SHAKEN authentication has potential benefits but concerns persist. Branded calling features can improve call answer rates and enhance the customer experience. For more insights, read the full report.

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