The document discusses the increasing challenges businesses face regarding fraud, with a predicted loss of $2 trillion by 2020. It highlights that while 42% of boardrooms believe in a balanced approach to fraud, 77% report rising online fraud levels, prompting increased budgets and investment in advanced analytics and technologies for better fraud prevention. The survey included insights from 380 C-level executives across various regions and industries, emphasizing the importance of data consolidation and proactive strategies in combating fraud.

1. Winning in the
customer era:
A balanced approach to fraud
are not confident
in their fraud
prevention strategies
of CXOs state increased exposure to
fraud is the second biggest inhibitor
to success
in global fraud losses predicted by 2020
$2 trillion
42%
boardrooms believe
their business has a
balanced approach
to fraud
1in 4
boards recognise the
commercial impact of
fraud
4/5 are increasing
budgets to tackle fraud
by up to a 1/5
53%
2016 2017 2018 2019 2020
($2,000,000,000,000)
The situation
The approach
only
77% report
increasing
levels of
online fraud
39%
Strategies for success
Advanced analytics
for proactive fraud
prevention
45% are adopting
predictive fraud
analytics and
advanced analytics
in the next 12
months
Advanced
technologies for
sophisticated fraud
detection
40% are investing
in new technologies
such as device
recognition to
identify customer
information
Maximise data and
minimise customer
friction
40% are
consolidating and
rationalising data
from multiple
sources for fast,
accurate decisions
1 2 3
only
Fraud
Sources: Forrester Consulting, Experian © Experian 2016. All rights reserved.
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Forrester study to understand what it
takes to win in the customer era.
380 C-level (22%) and functional heads (78%) responsible for digital, risk,
customer experience, IT, fraud and operations
Region
Europe: 66%
Africa: 17%
Middle East: 17%
Industry
Retail: 27%
Financial Services: 48%
Telco Services: 25%
Revenue
$100-$499m: 46%
$500-$1b: 15%
$1b or more: 43%