Welcome

Knowing your customer: How are FSIs using AI & biometric authentication to provide a seamless customer experience and crack down on fraud?

Sponsored by Nuance
Wednesday 11th May 2022
Searcys at The Gherkin, 30 St Mary Axe, London, EC3A 8EP

Stopping the fraudsters in their tracks has always been at the top of the list of ‘necessary evils’ for Financial Services Institutions (FSIs). But as the criminals step up their attacks across digital channels, keeping customers’ money and data safe has never been more important.

At the same time, customers want their financial services providers to offer the smooth digital journeys they have become accustomed to in the era of Amazon and Netflix, or they will quickly look elsewhere for alternatives. Meanwhile, the introduction of Secure Customer Authentication (SCA) has meant that verifying customers’ identity has also become a compliance challenge, with the cost of failure counted not just in broken customer trust and financial loss but also in regulatory action.

As a result, banks and financial services organisations are under pressure to provide failsafe authentication methods across channels while delivering the fast, seamless experience that customers have come to expect. To strike this balance, many FSIs are deploying biometric authentication methods, which use AI, voice and behavioural biometrics to ensure that customers are who they say they are as well as enabling smoother, more personalised customer journeys.

This roundtable event will bring together senior leaders to explore the key challenges and pain points as FS organisations look to provide seamless customer interactions while cracking down on fraud risk.

Topics for discussion

•What impact has the shift to digital channels and self-service had on fraud risk for FSIs?

•How advanced are FSIs in using authentication technologies such as biometrics, voice, face and fingerprint and where do these fit best into a seamless customer experience?

•What impact has the introduction of SCA had on customer experience?

•How much friction is necessary to ensure customers’ trust that their money and data are safe, while providing a smooth customer journey?

•How has biometric technology advanced in recent years and are customer attitudes changing?

•How have fraudsters’ tactics changed in the past 18 months and what impact is this having on customers and fraud teams?

•What are the key priorities for FSIs in ensuring customer verification methods are inclusive of diversity and cater to vulnerable customer demographics?

•What does digital identity look like in the future of financial services and how can FSIs meet changing customer expectations while protecting against fraud?

Timings for the evening:

18:00 – 18:30        Welcome and refreshments 
18:30 – 20:00        Introduction to fellow guests and roundtable discussion 
20:00 onwards     Complimentary three-course dinner

Brought to you by FStech