Monthly Archives: April 2021

The pandemic has enabled something close to a digital revolution, but how can businesses keep up with shifting consumer behaviors while ensuring fraud prevention is top of mind? Our latest Global Identity and Fraud Report takes a look at key consumer trends online and how businesses are responding.  

In our first episode of the Women Making Waves in Tech podcast series, we hear from Shobana Balasundaram, Director of Product Management at Experian Global Decision Analytics. Shobana leads the product roadmap for PowerCurve Suite, Experian’s award-winning decisioning software platform. Shobana’s passion for introducing new solutions and product features is contagious: “During my time managing this collection of software solutions, I have had the chance to bring some advanced analytics and machine learning features to market. Indeed, some of the new product features that I have launched have driven nearly half of our revenue growth in the past few years, which confirms that decisioning software is a growing area. And I love my job!” Blending business strategy and tech advancements Shobana discusses what it takes to bring business strategy to life by applying the latest tech advancements. “It’s all about transforming an idea into a product and putting it in the hands of a client so they can deliver value to their customers,” explains Shobana. In her current role with the global product management team for decisioning software, Shobana is responsible for thinking about what kind of features to build into the product and forecasting the level of growth it will generate. That also involves addressing the market’s and competition’s reactions. But for her, the part she enjoys the most is “taking an idea, thinking about what is the possible problem you're solving and turning that into a product feature. Getting that idea-turned-into-a-solution in the hands of a client is a very satisfying experience, end-to-end.” Access all episodes of Insights in Action on Soundcloud, Spotify, Google Podcasts

The surge in digital demand over the past year reinforced the deep connection between recognition, fraud prevention, and the online customer experience. As businesses transformed their operations to accommodate the rapidly growing volume of digital transactions, consumer expectations for easy, secure interactions increased at an even faster pace. And that meant less tolerance for the interruptions caused by security and risk controls. Our 5th Annual Global Identity and Fraud Report highlights these shifts and more, drawing on three waves of data collected throughout the pandemic. The business and consumer surveys took place in waves from June 2020 to January 2021 across 10 countries spanning North America, Latin America, Europe, and Asia-Pacific. The breadth of data reveals notable changes in consumer and business behavior and priorities as each navigated the crisis. One of the many heartening discoveries included the fact that 8 in 10 businesses said that they now have a customer recognition strategy in place, up 26% since the start of the pandemic. Many companies also developed digital strategies as they strove to improve their online experience and provide security and fraud prevention measures when customers needed it most. When it comes to fraud prevention, companies are continuing to invest in securing online experiences. This is an encouraging trend, especially given that we anticipate fraud attacks will increase significantly in the near term. Here are some key consumer trends from the 5th Annual Global Identity & Fraud Report: Consumer digital trends and behaviors As of January 2021, 43% of consumers plan to increase their banking and shopping transactions in the next 12 months 60% of consumers globally have used a universal mobile wallet, a +7%-pts increase since the pandemic began and highest (66%) among under 40s 55% of consumers say security is their top priority online. This has been the case for the past 5 years of our study, with privacy (23%) second. Consumer concerns for fraud 44% of consumers globally said they were most concerned about protecting credit cards and bank account details 1 in 4 consumers (only 23%) were concerned about protecting personal data e.g. date of birth, address, and SSN or equivalent 33% of consumers are worried about identity theft compared to 28% of consumers who were worried about it before the pandemic Consumer preferences are shifting towards invisible security 74% of consumers prefer the security of physical biometrics, which is most applicable to mobile devices and include facial recognition and fingerprints 72% of consumers prefer the security of PIN codes, requiring the use of two devices, each connected to the users’ account 66% of consumers prefer the security of behavioral biometrics, which is passively observed signals across browsers/ devices requiring no effort from the consumer Even as businesses prioritize the customer experience and support, our research found that they’re still sustaining pre-pandemic levels of investment in security and fraud management. Access the report here to get more consumer trends and find out what businesses are focusing their investments to improve their customer’s digital experience, including fraud prevention.  

Did you miss these March business headlines? We’ve compiled the top global news stories that you need to stay in-the-know on the latest hot topics and insights from our experts. How to build consumer trust without sacrificing the experience This Forbes article explores the relationship between brand trust and customer experience using the lastest research from Experian. Read about how simple verification methods, personalization and ensuring the use of robust ethical data practices, can be key to driving consumer trust. Using AI for digital identification, fraud prevention, and increased ROI In this IOT for all article, Eric Haller, Vice President & General Manager of Identity, Fraud & DataLabs, covers how investing in AI will not only improve customer experience but also impact a company's bottom line. Digital and online trends in a post-pandemic world Nasdaq #TradeTalks Video Broadcast Series featuring Steve Wagner, Global Managing Director of Decision Analytics, covers what we should expect to see from consumers and businesses in a 2021 post-pandemic world when it comes to digital and online. How current data-driven digital identity impacts businesses and consumers 60 percent of consumers are using a universal mobile wallet to make digital payments according to Experian's latest research. Eric Haller, Vice President & General Manager of Identity, Fraud & DataLabs, talks to CNP about how digital identity solutions that use AI and ML will reduce fraud and improve customer experience when it comes to digital transactions. The sophisticated customer and the need for adaption This Q&A in the Digital Journal with Donna DePasquale, Vice President & General Manager of Global Decisioning, looks at how businesses should respond to consumers seeking a better online experience. Stay in the know with our latest insights: