Report

“Don’t Treat Your Customer Like a Criminal” – A Gartner Report

Pindrop research has shown that the phone channel can be pinpointed as the weakest link and an origin point for fraud. As enterprises begin to take steps to protect their customers from fraudsters, the focus often turns to how to balance security and customer experience. According to Gartner’s report, “Don’t Treat Your Customer Like a Criminal,” “security and risk management leaders must transform their approach to customer identity validation with new technologies and strategies to create a foundation of trust with their customers.” 

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Here is our summary: 

  • Username and password identification is insufficient
  • Legacy tools frequently result in customer frustration
  • Sophisticated fraud attacks can circumvent many legacy tools

Gartner: Don’t Treat Your Customer Like a Criminal, Jonathan Care, 18 Dec 2018.

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