Just a few brief years ago, financial institutions (FIs) weren’t really focused on the customer experience. With the exceptions of making sure ATM downtime was minimized, branches were staffed appropriately, contact center calls were answered within acceptable time frames, and the online banking system worked properly, bankers were just doing business as usual.
Financial institutions (FIs) continue to place a greater emphasis on enabling new account-opening growth through online and mobile channels, and expand their product offering to foster financial inclusion and growth. In my recently published study New DDA Strategies: Balancing Risk and Regulators, over 40% of FIs in every category with the exception of the largest FIs already offer some type of second chance account.
How do you measure the cost of identity theft? There are so many variables to consider that the answer is not easy from anyone’s perspective.
The use of biometrics is rapidly escalating in many areas of society. With the advent of signing onto an iPhone with a finger swipe and signing into online gaming with facial recognition, biometrics have entered the mainstream, and people are much more accepting of their use for authentication in order to protect themselves against identity theft than ever before.
Shirley Inscoe is a senior analyst with Aite Group, covering fraud, data security, and consumer compliance issues.
Ms. Inscoe brings to Aite Group 30 years of banking experience in enterprise fraud and payments issues. She has served as the chair of the BITS Fraud Reduction Steering Committee and the co-chair of Early Warning Services’ Advisory Committee, and has been a member of ABA’s Deposit Account Fraud and Payment Systems Committees.