Wealth and InvestmentManagementBarclays Voice Security ServiceVoice Bio Con – San Francisco – 9 May 2013Matt SmallmanHead ...
Corporate, Investment Banking,Wealth and Investment Management(CIBWIM)Retail and Business Banking(RBB)InvestmentBankingCor...
International,Intermediaries andDirectWealthManagement
“ The employee-customer encounter isthe crucible where value is created in salesand service organisations.”- John Flemming...
“ Success will be defined by how ourstakeholders think and feel about Barclays.It’s about creating an emotional as well as...
CapabilityNeedPurposeHow should these services feel?Support our clients’ emotional, urgent and complexneedsHow do we desig...
Receive RouteRecogniseResolve ReviewHours of serviceLanguageLocationMatch DemandTelephonyEmailPhysical MailSecure MailIden...
0%5%10%15%20%25%30%0% 5% 10% 15% 20% 25% 30%ConvenienceSecurity
ClientCompanyColleagueControl
Voice Biometrics 101Ÿ  Voice Biometrics ––  Verification–  IdentificationŸ  Modes of operation ––  Text Dependant–  Text...
Request forInfoProof ofConceptEvaluationBusinessCaseBuild & Test Friends andFamilyClient –LowVolumeClient –Ramp Up20122011...
Process ColleaguesClients TechnologySolution
Eligible Consent Enrol Verify Match Transact
“ If you are not serving the customersyou better be serving someone who is.”- Karl Arbrecht, Co-Founder of Aldi
Thank Youmatt.smallman@barclays.comwww.linkedin.com/in/mattsmallman
Case Study: Passive Authentication at Barclays
Case Study: Passive Authentication at Barclays
Case Study: Passive Authentication at Barclays
Case Study: Passive Authentication at Barclays
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Case Study: Passive Authentication at Barclays

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From Voice Biometrics Conference San Francisco (May 8-9, 2013); Matt Smallman, Client Experience Strategy, Architecture and Change, Wealth and Investment Management, Barclays: Hear how one of the largest global banks deploys voice-based authentication in the background, saving time for Advisors and making a better experience for their clients without compromising security.

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Case Study: Passive Authentication at Barclays

  1. 1. Wealth and InvestmentManagementBarclays Voice Security ServiceVoice Bio Con – San Francisco – 9 May 2013Matt SmallmanHead of Strategy and ChangeWealth and Investment Management Client Experience
  2. 2. Corporate, Investment Banking,Wealth and Investment Management(CIBWIM)Retail and Business Banking(RBB)InvestmentBankingCorporateBankingWealthandInvestmentManagementUKRetailandBusinessBankingBarclaycardEuropeRetailandBusinessBanking
  3. 3. International,Intermediaries andDirectWealthManagement
  4. 4. “ The employee-customer encounter isthe crucible where value is created in salesand service organisations.”- John Flemming, Chief Scientist forMarketplace Practice, Gallup
  5. 5. “ Success will be defined by how ourstakeholders think and feel about Barclays.It’s about creating an emotional as well asintellectual connection with them.”- Anthony Jenkins
  6. 6. CapabilityNeedPurposeHow should these services feel?Support our clients’ emotional, urgent and complexneedsHow do we design, build and run our services?
  7. 7. Receive RouteRecogniseResolve ReviewHours of serviceLanguageLocationMatch DemandTelephonyEmailPhysical MailSecure MailIdentifyUnderstand ContextInteractionAuthenticateIdentify SolutionColleagueAuthoriseExecute SolutionProcessAuditIdentify OpportunityClientExecute Opportunity
  8. 8. 0%5%10%15%20%25%30%0% 5% 10% 15% 20% 25% 30%ConvenienceSecurity
  9. 9. ClientCompanyColleagueControl
  10. 10. Voice Biometrics 101Ÿ  Voice Biometrics ––  Verification–  IdentificationŸ  Modes of operation ––  Text Dependant–  Text IndependentŸ  Key Processes–  Enrol–  Verify
  11. 11. Request forInfoProof ofConceptEvaluationBusinessCaseBuild & Test Friends andFamilyClient –LowVolumeClient –Ramp Up20122011Extend &AnalyseOptimiseExtend &AnalyseOptimise2013
  12. 12. Process ColleaguesClients TechnologySolution
  13. 13. Eligible Consent Enrol Verify Match Transact
  14. 14. “ If you are not serving the customersyou better be serving someone who is.”- Karl Arbrecht, Co-Founder of Aldi
  15. 15. Thank Youmatt.smallman@barclays.comwww.linkedin.com/in/mattsmallman

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