Engage Through Change: A Post-COVID Future

Wednesday, September 15 at 9:00am PT | 12:00pm ET

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Customer engagement and repayment patterns are shifting significantly, and these changing behaviors are here to stay. Preparing for the post-COVID future isn’t just possible, it’s crucial. The financial wellness of your customers depends on it.

Symend will share key findings from its post-COVID report, followed by a panel discussion with Microsoft and ex-Google industry experts. We will discuss how leading telecommunications, financial services and utility providers can prepare for the future of customer engagement, and why they need to adapt to changing behaviors.

Consumer expectations are accelerating the need for digital transformation
Digital fatigue is reinforcing the need for personalization
Spending priorities have evolved and vary based on income and savings
Consumers are prioritizing bills to make ends meet


Senior Behavioral Scientist at Symend

Alison leverages behavioral science principles and frameworks to empower past due customers to catch up on their bills, while positively shaping behavior so they are less likely to fall behind in the future. As part of Symend’s robust Science and Analytics team, Alison uses Symend’s digital engagement platform to track and analyze customer behavior and personalize every interaction. Alison has been a key contributor to Symend’s dedicated behavioral science lab, which continuously generates insights on changing payment behavior and customer engagement patterns.

As a partner to Symend’s clients, Alison is passionate about sharing her understanding of consumer behavior and decision making. These insights help leading enterprises across telecommunications and financial services make informed decisions that increase customer satisfaction, while optimizing results. Alison received her PhD in Cognitive Psychology from the University of Calgary, with a specialization in biometrics. Prior to Symend, Alison was a Research Analyst at ATB Financial where she focused on customer engagement and satisfaction within the Brand, Investment and Mortgage portfolios.

Senior Director of AI Strategy and Industry at Microsoft

As Senior Director of AI Strategy and Industry Lead for Microsoft’s AI Country Strategy (Chief Digital Office), Christian is laying the foundation for Microsoft’s acceleration of AI. AI is the next industrial revolution, and its path will be determined by the innovation of its thought leaders. Currently, he is responsible for developing iconic partnerships driving Microsoft’s AI Industry Narrative in the U.S. He is directly responsible for creating and executing Microsoft’s Cloud and AI strategy in regulated industries, such as Healthcare and Financial Services. He has been with Microsoft for over 24 years and has more than 31 years of experience building systems and mobilizing teams to maximize the collective power of partners, cloud architects, data scientists, startups and developers to drive digital and workforce transformations.

Christian has been focusing on AI and Data Science for several years and has been leveraging multi-cloud Data and AI technologies over the past decade. He has brought hundreds of market-making cross-industry Data and AI solutions, consumer applications and even XBOX Live titles to production, earning him three Circle of Excellence honors, including two Platinum Club awards from Microsoft. He is a published book author and has had numerous periodical publications throughout his career.

Partner at Inovia Capital and former CFO at Google

Patrick Pichette has over 30 years of financial and operating expertise. He has led world-class companies like Google, McKinsey, Sprint Canada and Bell Canada to break through the complexities of ‘hyper-growth’ and digital transformations.

As CFO of Google from 2008 to 2015, he took an active part in Google’s growth agenda and ultimately supported the creation of the Alphabet structure. As part of Google’s executive committee, Patrick was involved in Google’s extensive corporate M&A agenda, engaging in close to 150 acquisitions, including Nest ($3B) and Motorola ($13B). Since departing Google, Patrick is now the Chairman of the Board of Twitter and serves as a Chairman of the Board of Lightspeed POS Inc. In addition, he has been an independent investor, advisor and board member to a number of startups and innovation networks around the world, including Forward (US), Arctoris (UK), LabGenius (UK) and Creative Destruction Labs, among others. Patrick, an active environmentalist through his Kenauk Project (Kenauk.com and institutkenauk.org), graduated with a MA in Philosophy, Politics and Economics from Oxford in 1989 as a Rhodes Scholar and with a BBA from UQAM in 1987.

Co-Founder and CEO at Symend

Hanif is focused on growing Symend, an endeavor he ardently believes in since it represents an intersection between disruption, value creation and social good. Hanif’s background includes 15 years of senior roles in capital markets, energy finance, business development and entrepreneurship in a broad range of industries including investment banking, energy and technology. He has raised $150M across the four companies he has founded with several exits to date. Hanif is also committed to helping other entrepreneurs through mentorship and is an active angel investor in several technology companies.

Hanif was named to Avenue Calgary’s Top 40 Under 40, Class of 2020, and is a regional winner of the EY Entrepreneur of the Year 2021 Prairies program. Symend received the 2021 ISV Impact Award from Microsoft Canada and was featured in LinkedIn’s 10 Top Startups in Canada list in 2020. Symend was also named CIBC FinTech Startup of the Year by the Digital Finance Institute in 2019.

Get the report

Symend’s insights and survey findings will help you understand what is driving changing behavior, so you can rapidly adapt to better serve your customers now and into the future.