Brett Beranek
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 […]
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 […]
If you’re managing a contact centre for an FSI, you’ll know that agents do their best work when they’re able to focus on the customer’s needs. And that in a lot of cases, ID&V—while essential—is a stress that they could really do without. But it’s easy to underestimate just how damaging knowledge-based authentication processes are—not […]
When we talk to an organisation about the best practice approach for improving security with voice biometrics, we always let them know—it’s rare those best practices will look the same a year down the line. That’s because customer expectations change fast, and so do the methods fraudsters will use to attack. In a recent webinar […]
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., […]
I recently 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 […]
The second session in our virtual fireside chat series, “Client insights and intel,” welcomed Greg Williamson, Vice President, Customer Protection, Information Security and IT Controls at Prudential Financial. Greg spoke at length about simplifying technology and why their approach is critical for improving the customer journey and delivering a better customer experience. “Like with anything we have […]
I could not have been prouder of our team when I got the news that Nuance was named the industry leader in Opus Research’s latest Intelliview Report. Of course, it’s exciting whenever we get third party validation of our technology and outpace competitors, but this report was different. It was powerful because of what exactly […]
The challenges of fighting fraud across multiple channels I started by asking Chuck about the overlap between the challenges he faces and those of companies like Fidelity and Prudential. He agreed that those institutions face many of the same challenges when servicing retail investors advisors but pointed out that because BNY Mellon are serving multiple […]
The second session in our virtual fireside chat series, “Client insights and intel” welcomed Greg Williamson, Vice President, Customer Protection, Information Security and IT Controls at Prudential Financial. Greg spoke at length about simplifying technology and why their approach is critical for improving the customer journey and delivering a better customer experience. “Like with anything we […]
When you hear that a company is changing the way it authenticates its customers, it’s natural to think that fraud prevention must be the key driver. But that isn’t always the case. In our Creating Compelling Conversations webinar series, we spoke to an industry leader whose security strategy looked a little different. Leon Denk, Product […]
As part of our “Client insights and intel” webinar series, I recently had the pleasure of interviewing Mark DiMarzio, VP Risk of Fidelity Investments, during a virtual fireside chat. Mark spoke about business practices to address increases in fraud volume, thinking through fraud verification and alert processes, and how to help his team understand patterns […]
