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Embracing the New Normal Webinar Transcript Watch On-Demand Now

Josh Watts [00:00:09] Well, good afternoon everyone. Thank you all for joining us today for the webinar. 

Josh Watts [00:00:14] And my name is Josh Watts and I am the President of the Athenian group and we are a growth agency that fixes underperforming businesses and makes them grow and thank you so much for joining and bracing the new normal business continuity and security gaps that are slowing down your remote deployment as we're all seeing the impact of covid-19 causing the vast majority of the workforce to work from home, and now we're trying to understand as far as essential businesses like Unions and Banks who have to remain open to keep the economy alive. But how do they do it? 

Josh Watts [00:00:44] And how do they do it securely, let's take a look at what pricewaterhousecoopers listed among financial organizations greatest concerns with the new normal that we were all experiencing and as you can see financial organization share similar fears, but it is times like these when your business continuity planning can save your organization and oftentimes cause your organization to thrive and here's a great quote from The Credit Union National Association if the coronavirus is in fact relatively short live in the economy recovers quickly as many hope and expect Credit Unions May simply need to weather the worst of the storm for several months until the economy starts to recover. However, many credit unions such as those serving particularly vulnerable communities may face more challenging circumstances and difficult decisions. So the goal of today's webinar is to really educate you on the future and on the landscape and what you're going to be going through as a financial

Josh Watts [00:01:39] organization through covid-19. I am excited to announce our two panelists for our webinar before we get to the introductions. I do want to encourage you to send us your questions. These are going to be real time and at the end of the webinar we're going to field those questions and hopefully we'll have an opportunity to answer all of them. And with that being said, I would like to introduce our panel. So thank you very much Chris Sherman and he's decent Chris is currently the CEO of the DPS Federal Credit. 

Josh Watts [00:02:09] Union with over 24 years in public and private sector finance. Heath Gieson is the Vice President of operations for True Digital Security with over 23 years of IT experience many awards and very accomplished in his field. We're very honored to have both of you here today as our panelists and with that I will turn it over to Chris. 

Chris Sherman [00:02:34] Good morning here afternoon everybody. I'm thank you for your time. I appreciate it. And just a little background real quick about our credit union. Where a small Credit Union about 26 million in total assets. We are seg driven. So we serve a select employee group and kind of you know, what we've experienced recently spent with covid-19 is that you know, we closed our lobby. 

Chris Sherman [00:03:04] Our select employee group or state law enforcement officials. 

Chris Sherman [00:03:08] So they have a lot of contact with the public and with our lobby closed, you know, we had to really lean on our technology and our business continuity plan, you know on our current technology capabilities in several those mostly interaction with the customers that we do right now is through the web or on our mobile application our mobile traffic is commensurate with number of people accessing our tools during current social distancing recommendations. Now in that we've had an increase in the number of members that are taking advantage of our mobile app, and they're able to do anything that they need to do through the mobile app and on the website. 

Chris Sherman [00:04:04] Get the next slide. There we go. 

Chris Sherman [00:04:07] The importance of your business continuity plan regardless of whether you're a financial institution or any other institution business continuity plan is essential, you know, our roles is financial leaders is to create a system of prevention recovery from potential threats are plan ensures personnel and assets are protected and can function quickly in the event of a disaster. Our business continuity plan is generally conceived in advance involves input from key stakeholders and personnel. 

Chris Sherman [00:04:36] Which would include for financial institutions, your core processors any of the vendors that that you rely on Banks and Credit Unions must use this time of disruption to consider reinventing themselves from the inside out. 

Chris Sherman [00:04:51] We need to better understand the way our consumers expect their financial institutions to support their financial needs. How we use data and technology and human resources to impact marketing innovation and the digital delivery of products and services the digital transformation is how can we include innovation in our business continuity plan to make sure organizations are keeping pace with technology and customer evolution. 

Chris Sherman [00:05:22] Future state the new normal will financial institutions remain committed to the innovation necessary in the future to make sure they are able to meet customer needs despite the cost enforced in the forced, new normal. 

Chris Sherman [00:05:41] Compliance and security evolution of technology will continue to push for more robust security compliant. 

Chris Sherman [00:05:49] Whoops, there we go. We're back evolution of technology will continue to push for more robust security compliance and security absolutely go hand-in-hand and from the NCUA standpoint. Our examiner's are very interested anytime, they do an exam about our business continuity plan and all aspects of it. And then they need to be maintained even in remote deployments. 

Chris Sherman [00:06:24] They understand digital transformation the process of creating new business and operating models. The goal is to gain new organizational capabilities transform operational processes and improve the customer experience. Not a back to not about technology. It is about finding the right solutions to drive business transformation focus is aligning people and processes should help employees develop digital competence. 

Chris Sherman [00:06:53] These two better service their clients journey is not a destination the foundation for business evolution, continuous improvement and continuous development.

Heath Gieson [00:07:06] Thanks Chris, this is Heath I'm going to kind of jump in there on this one with you. You know as we move forward here we've been talking about embracing business continuity kind of filling those gaps when we've had to quickly pivot move to a work from home or work remote scenario and a lot of businesses out there it's not just unique to your market, but a lot of businesses out there have struggled with this, because it's not just something you can just change overnight. Yes there's quick ways that we can put things together and quickly get Susie working from home or Billy working from home, but really it comes down to understanding a deep entrenched change that needs to happen within the organization and that's really what we're talking about here with understanding did the digital transformation piece as Chris said this is not About the technology at all. This is about your people and your processes technology is only the tool that we use to improve the processes that your people do. If this is done correctly. Your people will feel more empowered they'll be more in creative and they'll be able to better serve your members from a point of view of being able to quickly access information be able to better serve their needs in this process. 

Heath Gieson [00:08:15] You might even find some things that allow you to improve your bed at your business through some technology in some areas that you didn't as you had available to you before. 

Heath Gieson [00:08:27] This slide real quick talks about some of the benefits that you can you can get from the digital transformation. I'm not going to read through every single one of these with you, but they really are it's been proven that when you do this properly and you approach this from a business point of view not a technology point of view that you do empower your employees. You do make the more creative. You do allow your members and your clients to be able to reap the benefit of having a more streamlined robust organization and in moving to it. 

Heath Gieson [00:08:56] To a digital positive structure today and really evaluating your digital state. It allows you to build in things like business continuity where you're able to keep working even though your main office might be shut down or people can't come to work. People will be able to access information securely in a compliant matter for many. We're allowing them to really support that membership. 

Heath Gieson [00:09:23] So the Second Step here in the digital transportation is really understanding your strategic business objectives, and I've been touching on that here or a little bit. This does require collaboration among all your stakeholders. It really requires buy-in from the leadership of your company. So everyone could understand why you're doing this if you don't approach it with a stakeholder and leadership down type of mentality from the bottom up. It's going to look like just change for the sake of change. 

Heath Gieson [00:09:52] It's really not what you're trying to do. So if you're really understand that you need to build what are your strengths your strategic objectives around this. Maybe it's understand the customer experience determine what's working and what's not working. We're all in business to help people and hopefully that turns into a profitable relationship for us. Even if you're in a in a non-for-profit type organization. It's all about achieving those business goals, right? 

Heath Gieson [00:10:20] Well, technology doesn't exist. We don't have technology and business just for technology sake. Technology is there to empower that business and that's what this is about building out your strategy figure out how we need to empower your business more understanding your customer experience clearly articulating your objectives. Here's some examples created new business models. Maybe you're getting in some new business practices. Generate new revenue using some digital technologies that you didn't know were available to you before or one of my favorites. It's not listed here. 

Heath Gieson [00:10:49] It's just going back and revisiting all of our a processes and the current way we do things refining them making them more efficient making them easier listening to our team. Members are going why doesn't this work? What makes this process difficult? What are the pickups that you're having and we can smooth off those edges as we go through this process. 

Heath Gieson [00:11:09] So once you've got your strategic, you strategy down. The next thing is really assessing your organizational effectiveness and this starts off with a term. We like to say, what is your digital State? Really? What is your current state of operations? Yes, the technology is going to play a point into that but it's really what is your current operational State and how it is the technology and the people all come together today battles quickly start showing you the gaps that you can fill in as you come up with your digital strategy process. 

Heath Gieson [00:11:38] Or digital transformation process what indicators can you use to measure affected what in America caters do you use today? And what new ones are you going to be able to use as you go through this process or what new ones would you like to be able to use and then we can design to that and does your culture support the elbow evolving strategic initiative? 

Heath Gieson [00:11:56] A digital transformation as we I keep saying this it is about the people the process not about the technology even more importantly. It's about the culture among your people. If you're going to give them a new technology tool to use how have you foster that and brought it into their culture and have them adopted from a cultural point of view. It's a new way of doing things people resisted the change. So instead of presenting it as just a new way to do things and you have to do this you bring it back down and go this is how we're going to make things easier. 

Heath Gieson [00:12:26] You right that's focusing on the people side of that change. We need to communicate with them. That's a five why we're changing show them how the process are going to be showing how to make their life easier how they're going to be able to make you remembers happier. 

Heath Gieson [00:12:46] And the next step in this brigade is really making sure you select and deploy the right technology the right solution enables business strategy and it embeds security and compliance and embeds business continuity all in the one solution. So it's not like it used to be, we had to go find a business continuity solution. And then you had to go find the right productivity solution and hopefully you get the two of them married together and then on top of that you had the layer of the security of the compliance piece, right? 

Heath Gieson [00:13:14] Nowadays that can all be built into one cohesive solution. That really is again. I'm going to say this a lot. You might get here tired of me saying it really is about improving revolutionizing evolving your business practices in your business operations. This means we need to build out that roadmap that kind of aligns your future State businesses. I with the technology implementation. This is much more about where do you see your business going? 

Heath Gieson [00:13:41] How do you need the business to be empowered then we make sure we are comment the right tools to empower that business one thing. I do want to take a minute and Chris touched on this a little while ago while we're on this slide is the talk about that security and compliance piece. You know, what's the difference between security compliance? Well, they definitely go hand-in-hand you rarely have a conversation about one without the other, but security on the most simple terms is really about how you protect your information, how you protect your assets. Some of them may be digital assets. 

Heath Gieson [00:14:14] Some of them may be vehicle access assets. We talked about camera systems and door locks and that's the you know the physical realm but then how we protecting the on the digital realm. 

Heath Gieson [00:14:24] There's a lot of new things that are available to organizations of any size that just a year or two ago only available to enterprise level organizations things like information protection where we used to take the data and we put it somewhere and we protected it by putting an access list around it or fence around it said only these people are allowed to get to this location with this data store. Well in today's day and age with things like hosted email servers or services like Microsoft Teams or just in general with email. Our documents are being sent all over the place. They're no longer just in our controlled walled garden where we have control over them. 

Heath Gieson [00:15:06] So now we've started embedding security directly into those documents themselves so that when that document does get sent to somebody it phones home and checks and goes is this person allowed to view me and you can even get more granular than that. Perhaps this person is allowed to view some of the data in that document, but the data they're not supposed to view automatically gets redacted. So they can't see it perhaps this is a document that has confidential information in it, confidential information gets redacted or a watermark gets put across it or we can even make that information intelligent and say hey this can't be sent to anyone outside of our organization. 

Heath Gieson [00:15:45] Or if it is that the someone out the outside the organization only these three people are able to look at that's how it protects you from a security side. 

Heath Gieson [00:15:52] They're on a compliance side, which the compliance is really about measuring what you're doing from a security point of view, right it is going to see how well you're following your security practices, measure what's going on there? So secure one side you have security that's telling you and keeping things safe and the other side you've got compliance that measures how well you're doing and keeping things safe. So in that same instance where I was talking about whether security is now built into the document we can now have it set so that we can get reports showing the life cycle of that entire document who has all accessed it, where has it,

Heath Gieson [00:16:33] on meeting all of your compliance needs so with one piece of technology and information protection and there's lots of solutions that we can get you an arrest and we can talk about which ones are better. There's lots of information protection solutions on the market. I have my favorites, but we can talk about what is really about what's better for what you're trying to accomplish. 

Heath Gieson [00:16:54] Now you have both your security and your compliance all built-in and you can sit there and go. Okay. I have to show an audit report of where our data went and boom. 

Heath Gieson [00:17:03] There we go, right so while you're doing all of this keep all of that in back of mind meanwhile that stuff can be hosted. It can be inside we can work with your processors to figure out how to understand the right system for you and help you build out that roadmap that aligns that future state of your business with the technology implementation. If you follow these five steps, you're going to find yourself at time where it's ready to do the deployment and how do we go about doing a deployment? 

Heath Gieson [00:17:36] There's so much now in a deployment, especially when you're talking about digital transformation and you've got like we talked about you need to focus on your employees. You need to have buy-in from your stakeholders. You need to build your digital your business transformation map, your roadmap and align that with the right technologies that empower everything. Well, it's a phased approach Josh talked about this being a journey and not a destination that couldn't be more true. It really is about slowly taking the steps down the road and tuning. 

Heath Gieson [00:18:07] Constant Improvement in constant development and tuning the system for you as you go through this process. 

Heath Gieson [00:18:13] So first off let's make sure that we've got a good system design that should be approved. If you don't, we have lots of people that can help you to determine that, but really again that system design needs that support what your business needs are and then you go through some configuration planning where you'd sit down and talk about what are my options? How do we do this? We want this to work this way. This is the message. We want to be set when a document can't be open. This is how we want to track our information and a lot of that's going to be decided for you based off. 

Heath Gieson [00:18:42] Different compliance standards that you might have so it's really mapping all of that stuff together and then you plan the phased out the point you always start off with a pilot, and the pilot we take key members of the team in different areas should represent every area of your organization and you sit down and you talk. We talk with them about what's going to happen. We Implement that with them, we go through and then we sit down and do lessons learned. 

Heath Gieson [00:19:06] What are the lessons that we need to learn from deploying this to this key individuals before we roll it out to the rest of the team. Maybe we need to do a couple of rounds of pilot testing. And then once we're done with that, we reassess the design and make sure that we have everything good to go. Right we need a readiness for change, milestone where we go. Okay. This is what's happening. And then we go live and we adopt and through that adoption that includes looks like one bullet point, but that includes things not just like the technology. 

Heath Gieson [00:19:36] You're down here you go have fun. Use it. There's phased approach has to the go live as well. We need to train the users and we need to give them the technology we needle allow and watch them grow with it so that they can master it so it can really truly bring benefit to your organization. Once you've been through all those then we come to the last final step rinse and repeat. 

Heath Gieson [00:20:01] Business Improvement is a cycle. Not a project. Believe in the destination and execute on the journey. So you have to have buy-in to where you're going and you need to stick with it and work through it. Every step of the way. Now are you know, everyone's really busy with the rest with our entire life of running the business working in the business dealing with a pandemics like we've had to deal with the last month and a half. 

Heath Gieson [00:20:27] But you have to carve out a little time for the future. You got a carve-out and figure out what's wildly important that we get done for the future. Right and this plays into this. So this could be something that could take time and effort to get there, but it can do so in a manner that doesn't completely overwhelm you. I always recommend not to do that. A lots of times we will talk to people like well how fast can you get this implemented? It's rarely about how long it takes to get something implemented from a technical point of view. 

Heath Gieson [00:20:55] It's more about how long does it. For your organization to be able to understand and embrace and make a positive effect with chain of change with that new technology. 

Heath Gieson [00:21:06] That kind of concludes what I have to say. Chris, Josh you guys have anything you'd like to add to that? 

Josh Watts [00:21:13] Yeah, you know, I've we've gotten a couple of questions and I think that I want to put this to both of you, you know, we talked about business continuity, business continuity planning and from your perspective Heath, in the IT world. How do you make business continuity planning part of your organizational culture? 

Heath Gieson [00:21:37] Well, it starts back in the beginning with step 1 right. It's laying that out and go what's important. What's our key thing here from a raw business part continuity, you sit down and map out. What are the most important systems where the key things that I need to keep my members of my clients happy and keep the business flowing and obviously there's going to be some technical pieces to that. We need this server. We need this application. 

Heath Gieson [00:22:01] We need this, but even more important that it's going to come back to your people you could have the technology up all day long if the people aren't there to use it, right? So it's really sitting down and doing that key business map and understanding what are the key core functions of our business that we need to keep absolutely no way you can lose and then pulling that back to all the way to the more auxiliary features of your business that you can go. Okay, we can afford to be without that this long there's two terms that we use when we talk about this and it's recovery time objective, which is how long can you survive? 

Heath Gieson [00:22:36] I've while you're trying to recover. Is that 24 hours? Is that an hour? Is it a week and different processes in your business may have different aspects to that the second one that we talked about is recovery point objective. So if we do need to recover your business at what point in time are we covering it as if there's an event that happens on Tuesday afternoon. Are we okay a recovering your business at a Tuesday at 11 a.m. Or does it need to be closer to real time? 

Heath Gieson [00:23:04] And as you kind of watch the graph go on those two accesses. You're going to get that hockey stick effect, right? The tighter those numbers need to be the higher the higher the difficulty level is, but that's why it's important to map that out for each key business process and understand. Okay. We know we need to be able to keep to be able to run transactions instantly. We can't be down on that or maybe we can be down for an hour, but we can be down very long and when we recover we can't have any data loss on that. We have to recover right back from the same place. 

Heath Gieson [00:23:33] We left off on whereas all the other things we're booking appointments or maybe having meetings. Well, we can, we cannot have meetings for a day and then we can recover back within six hours of what our last calendar look like. Does that answer your question Josh? 

Josh Watts [00:23:51] Absolutely. Absolutely, in Chris. I'll put the same question to you. How did you go about as a leader in a financial organization? There's no way for any of us. Let's all be real tough to have predicted that a pandemic 

Josh Watts [00:24:04] would do what it's done, but you guys have smartly navigated that and so, you know where that process start for you as a leader in your organization, and how did you get buy-in with your staff? 

Chris Sherman [00:24:19] That's a great question, you know the staff for me that it wasn't getting the staff on board the staff understands the necessity especially in the financial industry of the technology where I really started was with my board of directors having buy-in from them and having them understand where we're going and why we're going there is super important. 

Chris Sherman [00:24:47] I can't stress that enough to have them be able to understand where you're going because of course when it comes to technology it, you know, some of it's going to be expensive some of its not going to be horribly expensive. But if you can explain it and show them why you need to do it. It makes it that much easier to move forward in your organization. 

Josh Watts [00:25:12] That's a great, great, great response. Heath. This question is directed to you cost question mark. How do we perform digital transformation to create a better customer experience with limited resources? 

Heath Gieson [00:25:31] There's lots of ways that we can do that again focusing on what's most important in creating a priority list and we kind of prioritize what will bring you the most benefit for the cost. The idea behind the digital transformation is that it should pay for itself in your business. It should make you more efficient wake your employees more efficient. 

Heath Gieson [00:25:52] So therefore they can handle more transactions more interaction with your clients and it should allow your marketing team and your clients to see what a great organization you are to do business with and therefore showing your competitive advantage in the market. 

Josh Watts [00:26:10] Awesome. Looks like we have two more. This one is how do I find solutions that can perform both security and compliance? 

Heath Gieson [00:26:25] Well it easy way to do that is to ask right as you can tell a lot of us that guys we have no problems with talking. So we will especially with you. 

Heath Gieson [00:26:39] You ask us a question like that will be more than happy to walk through you with it. But there are there are lots of different solutions on the market picking. The right one is very important and if security and compliance the getting the solution that does both for you is very important and ease of use then we kind of build out the Matrix and go these are the features that we're looking for water lines with that right? So that's where we start off with that process and we can definitely help you and guide you through that. 

Heath Gieson [00:27:09] That's one of the things that we do

Josh Watts [00:27:15] Excellent, and we have looks like two more questions. This one is for you. Chris, can financial institutions keep up with Innovation costs. 

Chris Sherman [00:27:25] Yes, absolutely, you know as far as you know, we're a small organization, but we've been able to find the solutions. We need through not just our core processor, but our partners. It definitely is and can be affordable, you don't need and that's kind of what I found out in the process, because there's a lot of you know a lot of places out there that will try and 

Chris Sherman [00:27:54] sell you these huge expensive packages and half the things you don't even really need so you absolutely can and I think it goes back to you know, people like Heath that can come in and look at your processes and see what's out there and do it in an economical way. You don't have to spend, you know hundreds of thousands of dollars to have compliance and security in your business. 

Heath Gieson [00:28:23] - Yeah, you know that kind of speaks to one of our messages today, which is you know, it's about the journey not the destination comes back to that old adage of you know. How do you eat an elephant one bite at a time and you start off you don't you don't need to come in and drop down and lay out a ton of cash into out late in the beginning you start off slow you start off looking at things put that priority list together. What do we need to update? 

Heath Gieson [00:28:51] The good news is in today's market a lot of the is that are out there now, we're all of them, but a lot of the solutions that are out there now have understood this that not everybody has a million dollars to drop down on an enterprise class system. So they've been able to make pieces and parts of that affordable and you can continue to slowly build on that over time making that journey progress each step of the way. So it's really about starting off and doing okay. This is what we can handle to do right now. Let's do this. Let's map out what our next steps are. Let's do this. 

Heath Gieson [00:29:21] Let's that's that comes into that idea of continuous improvement and continuous development. That's the rinse and repeat step. We're going to keep helping you out. We're going to keep putting that through any business any of you know, this is this is a not a project. It's a cycle. So in any business you're going to be familiar with that, you know, you start off you're doing something you figure out how to do it. You test how you're going to do it. You start executing on it. You learn lessons you come back you improve it. You test it yet start executing. You learn lessons. Did you come back? It's that constant cycle of let's just keep grinding away at it. 

Heath Gieson [00:29:53] Eventually in really a relatively short period of time would be amazed at how much distance that you can cover when you stop looking at the entire elephant. You just look at it at one point. 

Josh Watts [00:30:05] Excellent. Well looks like the last question having a hard time reading it. Do you see the move to the cloud as being the future. I'll I guess I can restate that for you. Do you see the kind of the major move of lot of organizations across the globe to the cloud, using that as kind of the next wave obviously, you know, most of us are in the cloud, but there's still some that don't really understand it. 

Josh Watts [00:30:35] a lot of financial organizations still use on-premise types of solutions, but are you seeing that for as an IT security leader is the future.

Heath Gieson [00:30:41] Yeah, you know I am and there's a lot of confusion about the cloud one might say it's nebulous. 

Heath Gieson [00:30:54] Sorry the thing of it is, this is the term that our industry has decided to do to rebrand some things. The cloud has been around forever ever since the beginning dawn of computing. It was actually in the beginning even more than ever. It was cloud computing if you been around long enough, like maybe I'm dating myself. 

Heath Gieson [00:31:24] A little too much here. It goes back to it thing that used to be called timeshare computing. He used to rent cycles off of another company's computer, because you didn't have your own right that's back to the old big mainframe days. What's kind of going full circle back to that? 

Heath Gieson [00:31:38] And obviously, we've got more things to be concerned about with the internet and connectivity and everything always being connected than we have ever had before but the economic viability of it the high level of security that you can these organizations these Cloud providers can give you are way beyond whatever you've been able to provide in the past. Also have to start thinking about it in terms of I'm not going to need a server anymore in the past. We bought a server we stuck it in the closet it ran our email. It might have ran a couple other applications may be a database for us. It was sitting right there. We can talk walk over feel it touch. It made us all feel warm and fuzzy. That's the traditional what we call client server type environment. 

Heath Gieson [00:32:24] Is all of your applications are being presented to you as an entire package. So the software as a service you no longer have to buy a server to put your software on we all do this anybody who's using email out of Office 365 is doing this right now when we use things like Amazon, we're doing it right now that is software-as-a-service, right? 

Heath Gieson [00:32:46] We're being provided server software from Amazon to allow us to interact with them and buy things so the cloud is something that it's sounds like it's a big scary thing, but it's really just a bunch of computing resources presented to you when you need it as you need it. So yes is the cloud the future. I when I get that question like oh, yes, and it was also what we're doing today, and it was also what we did in the past. 

Heath Gieson [00:33:10] So it really hasn't changed that much and it's got going to and I see more and more of it going to the point where you don't have to worry about putting servers up an AWS or putting servers and Azure or in you're going to be putting your gonna be running applications that are powered by those clouds on the back end. 

Josh Watts [00:33:32] Excellent. Well, I think that's all the questions that were submitted to us today. And I want to personally thank both Chris and Heath for your time obviously is far as the future is concerned, you know, we're still figuring out what covid is going to do, but I think the opportunity and the understanding to find solutions that can help your organization. Thrive are very important and to come out of this way above water. 

Josh Watts [00:34:04] And so I want to thank all of the folks who attended the webinar today. We will be making a copy of this available as well as a transcribe copy, but we thank you very much for your time Chris Heath. Do you have any parting thoughts,

Heath Gieson [00:34:15]you know, we resented a lot of information pretty quickly to you today. I recommend you kind of sit back and absorb it and then reach out for help. That's what we're here for. 

Heath Gieson [00:34:30] We're here to help guide you through all of that and kind of helped you make sure that we put together the right plan and that you're going down the right path as you go through this journey. 

Josh Watts [00:34:40] Absolutely. 

Chris Sherman [00:34:45] Yeah, and the only thing that I would add is that, you know, especially for financial institutions from a business continuity perspective, you know, because I I'll be honest. 

Chris Sherman [00:34:53] I was one of those kind of afraid to start looking at the cloud didn't really understand it or want to for the for the most part but you know having these conversations having these conversations with people like Heath and really opened my eyes to a lot of those things that I think will oh make our business run easier and actually reduce the amount of time you spend on your business continuity plan. 

Josh Watts [00:35:17] Excellent. Well gentlemen, thank you all very much all the attendees. We really appreciate your time. Keep your head up. This thing's going to be over soon, and we're going to be back to the new normal, but have a wonderful week and we look forward to connecting with you on our next webinar. 

Heath Gieson [00:35:36] Thank you everyone. 

Chris Sherman [00:35:38] Thanks, Josh. Thank you. Bye bye.