Nuance presents
Financial services customer engagement & fraud prevention: Balancing CX & operational efficiencies
Given the economic uncertainties of what to expect in 2021, financial institutions (FIs) are under extraordinary pressure to continue improving customer experience (CX) while simultaneously driving operational efficiencies. Customer engagement and fraud prevention is an opportunity for FIs to accomplish both.
View this two‑part webinar series for expert insight from Nuance, Aite Group, and BNY Mellon.
View the series
Preventing fraud while improving CX
FI investments in digital customer experience have not been matched by investments in securing those channels. This is unwittingly creating vulnerabilities that are fueling the growth of financial crime. Hear this conversation with Trace Fooshée, senior analyst in Aite Group’s Fraud & AML practice, to close the gap. Fooshée and Simon Marchand, Nuance chief fraud prevention officer, discuss trends in digital attacks and the move of FIs from poorly performing, high‑friction fraud controls to more accurate, less invasive approaches that span digital and voice engagement channels while allowing more personalized customer interactions.
BNY Mellon, Aite Group, & the role of biometrics in authentication and fraud prevention
BNY Mellon has developed a multi‑channel, biometric‑based fraud detection and prevention program that layers AI‑powered authentication and risk scoring calls, empowering its agents to easily identify fraudulent activity when it occurs. Hear this roundtable discussion with Chuck Gallant, BNY Mellon’s Director of Digital and Data Products, Simon Marchand, Nuance Chief Fraud Prevention Officer, and Aite Group’s Shirley Inscoe, senior analyst in the Fraud & AML Practice. The conversation will provide valuable insights and experiences for FIs considering biometric authentication and fraud prevention, including:
- How to optimize customer enrollment
- The differences between—and use cases for—active and passive biometrics
- Preparing contact center agents for biometric authentication and fraud prevention
- Attack patterns and how to secure multi‑channels against fraud
- What the future holds for biometric authentication and fraud prevention
About the presenters
Chief Fraud Prevention Officer, Nuance
Simon has extensive expertise in fraud prevention, detection, security and authentication in the banking industry. Prior to Nuance, Marchand held key fraud prevention positions at Montreal‑based Laurentian Bank, Bell, and most recently Québec’s Order of Chartered Administrators, where he managed its professional inspection program.
Senior Analyst, Fraud & AML practice, Aite Group
Trace covers fraud and data security issues leveraging more than 20 years’ experience leading business transformation initiatives. Prior to joining Aite Group, he was head of fraud strategy for SunTrust Bank, where he was responsible for developing, managing, and articulating strategic investments and transformation initiatives that sought to improve the balance between loss prevention, client experience, and operational expense. In addition to these responsibilities, Trace partnered with stakeholders in various business units, including product, technology, and risk management, to govern and oversee the bank’s fraud program.
Director, Asset Servicing Digital and Data Solutions, BNY Mellon
Senior Analyst, Fraud & AML Practice, Aite Group
Shirley covers fraud and data security issues, drawing on 30 years of banking experience in enterprise fraud and payments issues. While with First Union and Wachovia, she served as the chair of the BITS Fraud Reduction Steering Committee, the co‑chair of Early Warning Services’ Advisory Committee, and as a member of ABA’s Deposit Account Fraud and Payment Systems Committees. She has spoken at many BAI, ABA, BITS, and NACHA conferences on topics related to payments and fraud prevention.