Brett Beranek
Deepfake videos seem to be hitting the headlines ever more frequently. Last year, it was imitations of Tom Cruise. This year, imitations of Ukrainian President, Volodymyr Zelenskiy. Such stories naturally raise concerns for organizations striving to prevent fraud and protect customers with biometric security. After all, if a fraudster is able to recreate a customer’s […]
With more than 400,000 customers engaging with its contact centres every day—adding up to over 100 million per year—Deutsche Telekom faces a monumental customer service challenge. Its 30,000 contact centre agents need to deliver fast, convenient, and accurate support across a wide range of topics, from starting and upgrading contracts, to technical assistance for its […]
The disruption and uncertainty of the past couple of years created new opportunities for fraudsters to retrieve personal information and impersonate customers, and it kickstarted a wave of account-based attacks that’s continuing to rise today. These recent attacks have put security front of mind for both brands and customers. But many organisations are still a […]
It makes sense that Halloween comes at the end of Cybersecurity Awareness Month, because the numbers are terrifying. Consumers worldwide lose billions every year to fraud and, earlier this year, a global survey by Nuance found that one-fifth of respondents had been the victim of fraud in the previous 12 months. The problem is getting worse; a security leader at a retail bank that I spoke to recently told me they’d seen a 400% rise in fraud attempts during […]
How does a customer-owned bank tackle the challenge of fraud prevention? It focuses on what its customers want and need. Bank Australia recently joined the wave of Australia’s and New Zealand’s institutions that have empowered their customers to forget passwords and PINs and prove who they are with ease. Following a successful pilot in December […]
Here is a round up of five key digital security trends that span from cybersecurity, fraud prevention, and risk management Forward-looking CISOs will transition to password-less authentication with the twin goals of customer convenience and enterprise security. Consumers want a digital experience that is easy, secure, and free of passwords. Daily passwords and pins (e.g., […]
Recently I had the privilege of sitting down with a very special guest, Robert Ross, a tech investor, father, and now fervent SIM Swap prevention advocate after losing just shy $1M in less than 1 hour at the hands of a fraudster. The goal of our discussion was really to allow Rob to share how […]
Malicious actors have always targeted call centers, financial institutions, and customer services in a bid to steal precious information or money. Scamming has become an organized industry, where whole businesses employing hundreds of people are fully focused on deceiving not only consumers, but also call centers and customer services, by pretending to be the customer. […]
Manual authentication can be a stressful process for customers and agents, adding time and effort to even the most routine interactions. At National Australia Bank (NAB), its 2,000 frontline bankers handle more than 8 million inbound calls every year. So, when the bank was looking for ways to reshape the customer experience—and take pressure off […]
