2021 Global Identity and Fraud Report

The impact of COVID-19 on digital customer experience and fraud prevention

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The surge in digital demand over the past year reinforced the deep connection between recognition, fraud prevention and the online customer experience. Experian’s 2021 Global Identity and Fraud Report explores business and consumer priorities in the wake of digital evolution. Based on input from 9,000 consumers and 2,700 business executives worldwide, we developed an understanding of the consumer expectation for easy, secure interactions and how businesses have worked to meet that demand.



Global Identity and Fraud Report 2021

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60% of consumers have a higher expectation for their online experience than pre-pandemic, while 55% still say security is a top priority

82% of businesses say they now have a customer recognition strategy in place – up 26% since the start of the pandemic

74% of consumers chose physical biometrics as their preferred security method, with 72% still favoring a PIN code sent to a mobile device 

60% of global consumers now use a mobile wallet – up from 53% pre-pandemic

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Learn more about the latest findings from a different perspective in this infographic.

Past reports

View past years' Global Identity and Fraud Reports