The rising need for identity verification: Managing the consumer shift to digital

Published: August 3, 2020 by Managing Editor, Experian Decision Analytics

In a recent interview by Irene Ang from Identity Engineering at Microsoft, our own Marika Vilen, SVP of Platform Commercialization, discusses the importance of identity verification solutions and how to seamlessly integrate those across the digital user journey.

We are very excited to be working with Microsoft. Identity verification allows organizations to confirm the person they are dealing with online is who they say they are. In light of the ongoing global pandemic, we see an uptick in digital activity and therefore an increased need for organizations to better verify who they are interacting with online, all while minimizing customer friction.

Marika Vilen, SVP of Platform Commercialization, Experian

Since COVID-19 started, there has been a 20% increase overall in consumer online transaction activities, our recent proprietary research shows. Consumers cite security as the most important factor in their online experience, particularly in regards to managing their financial data.

So, what does this digital shift mean for businesses?

Identity verification is an important step to take in digital interactions, and some level of friction can invoke a sense of security, but too much for too many customers can have a negative impact on the bottom line. So, while benefits are evident for identity verification, the process must also factor in the impact on the consumer. By taking a holistic approach that integrates across all stages in a customer relationship, customer friction can be minimized – and customer satisfaction and security maximized.

We are proud to be working with Microsoft, integrating solutions that provide rich identity data assets and help inform real-time decision making.

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