Client Experience Trends in Fraud: Navigating a Busy Intersection

Client experience as a strategic transformation initiative has matured.

Boston, December 8, 2020 –As client experience has ascended in terms of strategic priority and as enterprise spending has followed suit, many FIs have scrambled to adjust operating models and organizational structures to facilitate and streamline the management of key client-facing capabilities and the transformations that seek to meet client demand. While some FIs have struggled to navigate these operating models and organizational changes, others have benefited from emerging methodologies and innovations that have had mixed success.

This Impact Report examines the trends among fraud and security units within FIs toward placing greater emphasis on investing in transformation initiatives that seek to improve client experience. The research is based on interviews with fraud and channel management executives at 30 FIs as well as a survey of 47 North American FIs from Aite Group’s Financial Crime Forum in September 2020.

This 33-page Impact Report contains 14 figures and three tables. Clients of Aite Group’s Fraud & AML service can download this report, the corresponding charts, and the Executive Impact Deck.

This report mentions 4IQ, Breach Clarity, Ethoca, Finscend, IBM, InferSight, OnDot Systems, Q6 Cyber, Qintel, RSA Security, SpyCloud, Terbium Labs, and Verifi.

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