The document discusses enabling omni-channel customer satisfaction through secured digital identity, noting that fake accounts and incorrect customer data are issues and more than 40% of attacks are now human-driven. It also addresses how the COVID-19 pandemic has permanently changed expectations for more online and mobile services, and the need to balance security, risk management, and positive customer experience across channels. The key is authenticating customers through multiple factors including what they know, what they have, and what they are to securely enable seamless digital identity and transactions.

1. Enabling Omni-Channel
Client Satisfaction
with secured Digital-ID

2. Fake accounts, bad information, and human driven attacks
Digital Identity Learnings
*Mckinsey
**https://chainstoreage.com/study-online-transaction-and-fraud-activities-rise-November
***https://www.cmswire.com/customer-experience/as-more-transactions-move-online-data-insights-become-invaluable/
****https://www.americanbanker.com/creditunions/opinion/coronavirus-may-have-permanently-changed-face-to-face-member-service
1.3 Billion blocked fake
Facebook accounts in
Q4 2020
Up to 50% of users provide
false or incorrect data at
onboarding
More than 40% of attacks
now human-driven***
Digital Identity Learnings
Digital Identity Learnings

3. People are now more aware of
their data and how it is used
Device ID
Name Birthday Address Location Email IP Address

4. Changes made during Account Takeover

5. Balancing risk and customer experience
The Risk Balance
Customer
Security
User
Experience
Checkout
Onboarding Flow
Marketing Journey
SCA
PSD2
What to add?

6. Digital Acceleration
McKinsey & Company

7. Enabling Omnichannel Client Experience
Online
In Store
Mobile
Tablet
Notebook
Terminal
Voice /
Chat
Engage
Buy
Use
“ The .. majority (of
customers), or 73%, used
multiple channels during
their shopping journey”
SOURCES: HBR, Business2Community, cordena, jacada, invesp.

8. Authenticate
Client
Authorize
Action
Capture
Action
KNOW
Pin
Password
ID-#
OWN
Mobile
Token
Card
IS
Print
Face
Voice
MFA - OTP SMS/Voice
Biometrics / Behavioral
Document / Device
Securing Seamless Digital-ID

9. The Future is .. .
Personalized Voice
Augmented Bionic

10. 25 November 2021 Sensitivity: Unrestricted 10