As financial institutions modernize their authentication infrastructure, the path forward demands more than technical upgrades. It requires thoughtful change management, a relentless focus on customer experience, and the operational discipline to bring both colleagues and customers along for the ride.

In this fireside chat, Jason Plamp, Senior Director of Product Management, will share an inside look at Arvest’s ongoing migration to cloud-based One-Time Passcode (OTP) authentication. Jason will discuss the strategic and human dimensions of this transformation — from building internal tooling to support colleagues navigating the change, to guiding customers through a new authentication experience without friction or frustration.

Drawing on real-world challenges and hard-won lessons, Jason will explore how Arvest is striking the right balance between robust security and seamless customer experience, all while meeting compliance demands and driving operational efficiency.