How Do You See a Balance Between a Good Customer Experience and a Bad Customer Experience?

With consumers continuing to take a digital-first approach to everything from shopping to dating and investing, fraudsters are finding new and innovative ways to commit fraud. Traditionally, when a person would walk into a bank branch to open an account, they would need multiple forms of identification. But online, customer onboarding has turned into a riskier process for banks and consumer fintechs, with fraudsters trying to take advantage of their systems. Reducing the stress of fraud allows for a more streamlined application process, making it easier for consumers to get approved for a loan or bank account. This aspect also has implications for groups of consumers that previously had a hard time accessing credit or other types of financial products and services, as banks can verify the applicant in a way they weren’t able to before. I talk about this today with my guests Kimberly Sutherland, vice president of fraud and identity strategy at LexisNexis Risk Solutions and John Buzzard, Lead Analyst, Fraud & Security at Javelin Strategy & Research.