Balancing fraud and customer experience in a mobile world

Customer Experience

Thelton McMillian

A Sponsored Webinar with Javelin Strategy and Research

Consumers’ reliance on mobile continues to skyrocket in shopping, paying for bills, managing finances and socializing. This poses a great challenge for retailers, financial institutions and technology vendors. Digital account opening is fraught with pitfalls as the identity validation process relies on manual entry of personal information. Similarly, account management uses knowledge-based authentication but can add friction to the user experience. How should retailers, banks, and merchants integrate fraud protection measures into the user experience with the least amount of friction to the user?
I joined Al Pascual, Director of Fraud & Security at Javelin Strategy & Research, in a complimentary webinar to share lessons learned from working with leading companies that have struggled with the issue of fraud and customer experience.
In the following presentation, we explored:

- Who are leaders in integrating fraud prevention into the user experience?
- Who owns the fraud prevention process in the organization?
- How to overcome legacy design issues that can underwhelm the customer experience and inhibit security measures?
- How to prevent fraud in a low-friction environment, while communicating a security-forward brand experience?
You may also download a recording of the webinar here.

Thelton McMillian

Chief Growth Officer, CI&T