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1、expenan2021 Global Identity and Fraud ReportProtecting and enabling customer engagements in the new digital eraConsumers are increasingly ready for invisible means of securityOne of our most significant findings was the increasing comfort and preference that consumers have for physical and behaviour
2、-basedor invisiblemethods of security. Consumers ranked the following methods based on their perceived security:1) 74% of consumers said physical biometrics: Mostly applicable to mobile devices and include facial recognition and fingerprints72% of consumers said PIN codes sent to mobile devices: Req
3、uires the use of two devices, each connected to the users account.2) 66% of consumers said behavioural analytics: Leverages passively observed signals across browsers and mobile devices, requiring no effort from the consumer.55%of consumers saysecurity is the mostimportant aspectof their onlineexper
4、ienceNotably, passwords didnt earn a spot in the top three most secure methods for authenticated customer identity, even though nearly every digital account and device includes some sort of password protection.This indicates a new shift in consumer thinking that moves away from the realm of the pass
5、word. The methods consumers deemed least secure: personal information, account usernames and social media accounts.Even as their preferences evolve, consumers still prioritise security and privacy. In fact, global concern among consumers regarding many types of fraudulent activity remains at levels
6、higher than before the pandemic. For instance, 34% of consumers said they were worried about online privacy in January 2021 compared to 29% before Covid-19. Thirty three percent said theyre concerned about identity theft, up from 28% pre-pandemic. In Europe, consumers also cited concerns about gover
7、nment requirements for tracking related to contact tracing and pandemic management.However, the data shows that consumers are more willing to have businesses manage their security and privacy without their overt involvement.Historically businesses have used authentication methods that relied on cust
8、omer action, such as memorising passwords, answering questions, and receiving one-time passcodes (OTPs). Consumers used to think that those methods constituted robust security, though in reality, theyre extremely brittle. Passwords can be stolen or forgotten and OTPs can be intercepted.In these case
9、s, bad actors can easily present themselves as another person, providing businesses with a false sense of their securitys effectiveness.Given the shift in consumer preferences, businesses have the opportunity for a new approach to security, layering visible and invisible methods. By leveraging data
10、and observations garnered throughout the customer journey, companies can facilitate accurate recognition and authentication at each discrete decision. The same insights that companies use to improve the customer experience power that continuous authenticationand reduce friction across the customers
11、journey.Companies that meet consumer expectations in this new era of secure digital experiences stand to benefit. For example, consumers consistently said theyd abandon a transaction if they had to wait more than 30 seconds. This highlights the importance of keeping fraud checks fast and seamless. I
12、mproving security can also improve loyalty and trust. Consumers reported that they had enhanced opinions of companies that implemented physical and behavioural biometrics, and those that send PIN codes to devices. The percentage of consumers saying so increased from June 2020 to January 2021.“Theres
13、 an opportunity for companies to more freely adopt invisible security solutions without having to play the theatre of security game, which can reduce friction and increase customer satisfaction-David Britton, Vice President of Industry SolutionsExperian Global Identity & FraudConsumers want business
14、es to do more when it comes to privacy and security49%49%60% h APACHave more visible security measures in place onlineImplement strong, invisible security measuresProvide more information about why theyre requesting personal informationUse more securitysteps while online55%Provide moreinformation on
15、 howdata is used andstored51%47%45%59% in the U.S.60% in the U.K.Businesses more than ever need to balance fraud prevention and a smooth customer experience. Fortunately, many of the necessary checks can be carried out invisibly and in real-time while onboarding the customer. For example, running co
16、nsistency checks on their device or behavioural biometric assessment of the customer-James Brodhurst, Head of Experian Identity & Fraud Practice Europe, Middle East and AfricaThe credit card misconceptionIn our research, 44% of consumers said they were most concerned about protecting credit cards an
17、d bank account details. Only 23% were concerned about protecting personal data such as their date of birth, address, and social security numbers.Personal data poses inherently more risk, enabling fraudsters to steal identities and take over existing accounts.Credit cards, meanwhile, offer some of th
18、e most robust protections regarding fraudulent use.In our research, 44% of consumers said they were most concerned about protecting credit cards and bank account details. Only 23% were concerned about protecting personal data such as their date of birth, address, and social security numbers.Personal
19、 data poses inherently more risk, enabling fraudsters to steal identities and take over existing accounts.Credit cards, meanwhile, offer some of the most robust protections regarding fraudulent use.The misconception around credit card vulnerability presents an opportunity for financial service organ
20、isations to educate consumers about the benefits of credit card transactions.Such information may prove especially timely as consumers are increasingly interested in non-credit based forms of online payments such as peer-to-peer payments, which provide much less protection.Consumers moved rapidly on
21、lineand they5re here to stayThe explosion of digital demand introduced new consumers to online services and accelerated digital transformation across companies and industries. Now for many the question is: What happens next? The needs of consumers throughout the crisis are giving way to a new, more
22、permanent way of living and working digitally. Its one that businesses need to support. Our analysis revealed an increased use of digital services at the start of the pandemic, a spike in September 2020, and then a leveling out (though at higher than pre-pandemic demand). For example, ordering food
23、and groceries online has declined slightly since September, but the activity remains 20% higher than before the crisis. The purchase of clothing, electronics, and beauty and wellness products is also on an upward trend.Regardless of the activity, consumer expectations for their digital experience re
24、main high.For example, throughout our study, the percentage of consumers who said theyre remaining loyal toward online brands and service providers dipped from 66% to 63%. In the four markets surveyed in Asia Pacific, the figures went from a high of 70% to 60%.The shifting loyalty suggests that were
25、 at a unique moment in which companies may capture consumer attention, and just as quickly lose it. Related, the percentage of consumers who said theyre tolerant of online service delays and digital inconveniences also dipped by 5 percentage points over the three waves.The research surfaces an imper
26、ative to provide convenient and seamless recognition and authentication throughout the digital experience. That means consumers can access their accounts across devices, be consistently recognised at each point and not have to authenticate themselves multiple times during their experience.For compan
27、ies, the time to act on this is now the pandemic revealed that organisations that invested in digital experience and fraud prevention fared better than those who restricted their investments. We may not be able to predict the next crisis. But the companies that prioritise functionality across all as
28、pects of the digital channels will be ready to respond to the next wave of consumer demand and will continue to meet rising expectations.“With the acceleration of the adoption of digital channels in consumersJ lives, companies have no alternative but to invest in new methods of fraud detection and i
29、ncreasingly sophisticated technologies throughout the customer journey so that the security of the operation does not affect their seamless experience-Jaison Reis, Head of Identity & Fraud Product Management Serasa ExperianThe rise of mobile walletsThe increase in mobile wallet usage is part of our
30、“new normal., At the height of the pandemic, 64% of global consumers said they used mobile wallets. That dipped to 60%, but remains well above the 53% that reported using mobile wallets before Covid-19. Usage is especially high in Brazil, with 70% of consumers reporting that they used mobile wallets
31、, a 19-percentage point increase since June 2020. While it5s likely that mobile wallet use in Brazil is concentrated to metropolitan areas, it highlights its growth due to the mass adoption of smart phones by the Brazilian population. Mobile wallets offer distinct benefits that are particularly rele
32、vant now: They provide a contactless way to pay, reducing the need to touch or Point-of-Sale device or hand a card to a cashier. Payment data is encrypted into the device and merchants only receive tokenised data. The device usually needs to be unlocked by a physical biometric, furthering improving
33、the safety of the payment method.Consumer preference for universal mobile wallets as a payment method by age:Consumer preference for universal mobile wallets as a payment method:GlobalAustraliaCOFranceGermany9 6Singaporeu 与 &ZDCZ)Z)Prior to Covid-19 (before June 2020)Since Covid-19 (as of January 20
34、21)In the minds of pandemic-era digital customersConsumers surveyed in January 2021 showed less loyalty to current online service providers, less tolerance of online service delays, and less trust of online businesses compared to the previous June. They also felt more concerned about fraud.June2020S
35、eptember 2020January 2021Six-month changeIm more tolerant with online service delays/ inconvenience I encounterIm staying with the same online businesses nowThe businesses I prefer to deal with have not adapted so Ive taken my business elsewhereIm more trusting of online businesses with they demonst
36、rate signs of securityI increased the number/types of businesses I visit onlineI feel safer sharing my personal informationI feel safer that businesses have put in more complex security proceduresI feel safer using biometric security featuresI believe businesses have put more security in placeIm now
37、 more of a target of online fraudI like to know what my data is being requested for more nowConsumer survey. When thinking about ways that you engage and interact currently with businesses online (e.g. sign-up or check your accounts, buy or apply for things online), to what extent do you agree or di
38、sagree with the following.Fraud concerns and ageOlder than 40Younger than 4Younger consumers remain more concerned about fraud, which may expl more likely to use biometric security features,37%More concernedabout fraud now thanbefore the pandemic49%More concernedabout fraud now thanbefore the pandem
39、icQ37%Feel safer usingbiometric securityfeatures than beforethe pandemic48%Feel safer usingbiometric securityfeatures than beforethe pandemic“Its critical businesses are confident in who they are dealing with and protect their customers by identifying suspicious activity not only at the point of log
40、-in but throughout all points of the digital journey-Eduardo Castro, Head of Experian Identity & Fraud United KingdomConsumer authentication and fraud prevention are foundational to the digital experienceAs the digital experience becomes an increasingly important component of consumer lives, continu
41、ous authentication needs to underpin everything. In a not so distant future, companies will recognise consumers across every interaction in a way that replicates human interaction in the physical world. For example, humans use senses to develop highly complex profiles that connect sounds, smells, sp
42、eaking styles, appearances, and behaviours with specific individuals.Our digital world is in the early stages of modeling these interactions, transforming recognition and authentication from a chore that relies on consumers doing “something” to something that happens automatically. Here are five tip
43、s for creating a digital strategy with continuous authentication as the foundation:1) Eliminate silos to create secure, seamless, end- to-end customer experiences.Organisational silos are contributing to a fractured system that delivers disjointed customer experiences. Customers don5t think of fraud
44、 prevention or recognition as separate from their account onboarding or payment transaction. Companies need to think holistically about their digital experience, using insights at every interaction to build customer profiles that lead to greater interaction and reduced friction.2) Layer security met
45、hods to meet consumer expectations.Utilise a combination of security methods visible and invisibleto meet evolving consumer expectations regarding recognition and security. A layered approach also includes data from consumer observations and activities.As the digital experience becomes an increasing
46、ly important component of consumer lives, continuous authentication needs to underpin everything. In a not so distant future, companies will recognise consumers across every interaction in a way that replicates human interaction in the physical world. For example, humans use senses to develop highly
47、 complex profiles that connect sounds, smells, speaking styles, appearances, and behaviours with specific individuals.Our digital world is in the early stages of modeling these interactions, transforming recognition and authentication from a chore that relies on consumers doing “something” to someth
48、ing that happens automatically. Here are five tips for creating a digital strategy with continuous authentication as the foundation:3) Eliminate silos to create secure, seamless, end- to-end customer experiences.Organisational silos are contributing to a fractured system that delivers disjointed customer experiences. Customers don5t think of fraud prevention or recognition as separate from their account