Continued progress in reinventing how people connect with technology and each other.
When financial institutions, telcos, governments and other organizations talk about authenticating customers and preventing fraud, the conversation has historically centered on the contact center. This was especially true in the age of call centers when the primary way that consumers engaged was by picking up the phone and talking with live customer service agents.
While voice is still an important way that brands engage with customers (especially for escalations), it now complements lower effort, self-service digital offerings that consumers increasingly prefer. The proliferation of chat, mobile apps, web and other digital interaction channels requires brands to broaden their authentication and fraud prevention strategies to cover the omni-channel and its varied components.
The sea change in channels and consumer expectations is happening at breakneck speed. To help contact center, risk, and security clients keep pace, Nuance commissioned Forrester to deconstruct the evolving omni-channel authentication and fraud prevention landscape.
Forrester surveyed more than 500 North American executives and found that:
The takeaway is that security and CX can co-exist. Learn more in the Forrester study and its companion on-demand webinar with Andras Cser, VP and principal analyst – both available here (registration required).
Equip yourself with this Forrester Consulting Opportunity Snapshot and its companion webinar, infographic, and 36 second video.
Learn more