Today’s episode is a special one produced in association with Smarsh, a technology firm providing global financial institutions with the tools to capture, store, and monitor their communications. It’s part of a new Following the Rules series providing practical guidance to help financial services firms navigate legal, regulatory, technological, and cultural change. In this episode, we look at a hot-button issue for regulators on both sides of the Atlantic: how banks and investment firms monitor voice communications. Even in an era of instant messaging, the most sensitive deals are still struck over the phone. And that makes voice communications a prime focus for watchdogs worried about misconduct and recordkeeping failures. I’m joined by Ryan Kahan, the executive vice president of voice interactions at Smarsh, who has spent decades helping financial institutions navigate the complexities of voice recording and surveillance. We discuss why regulators are ramping up pressure on firms to capture and store calls, the common mistakes banks make when trying to upgrade their systems, how new technology could transform the field, and what practical steps firms should be taking now to stay ahead.   --- Short on time? You can read the episode highlights on The Banker's Risk & Regulation hub...