From biometrics to breakthrough CX: payment modernization tips from Entrust’s Tony Ball

Episode 70 of Banking Reinvented explores the future of payments modernization and digital identity in banking, as financial institutions race to meet rising customer expectations for seamless, secure experiences.

Host Tim Rutten welcomes Entrust’s Tony Ball, President of Payments and Identity, as well as incoming CEO, for an in-depth conversation on how banks can re-architect their operations to stay ahead in a rapidly evolving landscape. Together, they discuss the critical role of biometrics, tokenization, and advanced fraud engines in building trust and delivering instant, digital-first experiences, as well as the challenges posed by AI-powered fraud actors, and the need to balance innovation with security.

Tune in to get actionable strategies for implementing next-gen payment solutions, fostering a growth mindset, and ensuring your bank is ready for the demands of tomorrow's digital economy.

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Timestamps

(00:00) – Welcome to the “Banking Reinvented” podcast

(00:29) – Introduction to Tony and Entrust

(02:43) – The “credit crunch” in North America

(04:53) – Rethinking CX in the payments modernization space

(07:06) – AI-driven fraud vs. AI-powered fraud prevention

(12:56) – Meeting customer expectations for payments

(18:53) – Foundational capabilities for new-gen payments experiences

(24:24) – Compliance teams and the growth agenda

(26:57) – Payments modernization learnings from Tony

(31:27) – Key takeaways

(34:12) – Final thoughts from Tony

(36:38) – Episode wrap-up