Self-service should never mean "You're on your own"
The digitization of financial services is often seen as a shift towards self-service — empowering customers to do more themselves, with no involvement or interference from bank employees. While this is true to an extent, self-service should never result in customers being left on their own. In an increasingly fractured financial ecosystem, with money automatically moving between multiple checking accounts (and occasionally triggering overdraft fees), different payment and credit options (BNPL, crypto, etc.) proliferating each checkout page, the challenge for customers is not asserting control over their financial decisions, but rather managing the resulting complexity of those decisions.
This session will review emerging best practices for creating intelligent engagement capabilities that help customers manage their financial lives in an increasingly digital, self-service world.
Connected Decisioning: Broadening the Lens for Customer Relationships
Customers expect a frictionless, personalized experience when they engage with you, but how do you deliver seamless engagement across all your customer interactions?
Join us as we share how FICO customers have integrated capabilities across customer management, digital communication, and advanced data and analytics to provide optimal customer experiences. Learn how to put the customer at the center of every action you take. Know (don’t guess) what you customer needs, when to reach out, and your customer’s preferred channel – resulting in greater customer loyalty and affinity.
Financial Wellness: How To Help Customers Get from Here to There
Moving the needle on financial health can feel like a daunting task to many consumers.
In this session, we will discuss how financial institutions can use decision management to provide digital guidance and goal-based savings to deposit and credit customers.
How Everyday Banking Does the Service
Following the global banking crisis, consumers developed something of a love-hate relationship with their banks. It's a journey that's being driven by Open Banking, which is empowering customers to take control, self-select which institutions they opt to do business, and define their own experience.
Unsurprisingly, customer experience has now become the new battleground that’s pitching well-established names against smart, agile start-ups. In fact, winning and retaining loyal, returning and lucrative customers has never been as competitive. Success hinges on banks' abilities to pre-emptively and competitively offer customers what they want at the right price - often before they know they want it.
In this session, global consultant Daniel Melo, outlines how top-performing institutions are future-proofing their business by ensuring they’re tech-savvy, front-of-mind pioneers that continue to be relevant to customers.
Banks Still Aren't Getting Digital Account Opening...Why?
For the last four years, the number one technology investment priority for banks has been digital account opening. The need for this technology is apparent, but the lack of progress made by banks to achieve it is troubling and merits a closer look.
Join us as we discuss what is it about digital account opening that banks just aren't getting.
Customer Authentication - It's Not What You've Got, It's What You Do With It
The availability of identity solutions has proliferated and the choice of technologies is vast. Many organizations have already deployed best-in-class solutions, only to see them surpassed by newer and more innovative options. What if you could use exactly the solutions you want to, when you want to, and ‘plug and play’ new technology with minimal effort? Join this presentation to understand how an open and extensible, platform-based approach, delivers ultimate flexibility, effectiveness and adaptability. Discover how you can incorporate contextual intelligence from multiple internal and external solutions and data assets for sophisticated decision making that accounts for factors including; risk level and risk appetite, customer preferences and cost. See how automated decision making can be enhanced to ensure that appropriate authentication strategies are deployed for every customer, every time they are authenticated.
Five Platform Essentials to Fight Fraud
How can a digital decisioning platform help your organization fight fraud? A platform approach springboards digital transformation and enables you to operationalize data-driven decisions across your organization and the customer lifecycle, allowing you to leverage a common system across multiple use cases. In this presentation, we’ll share how your institution can leverage unified technology to detect and investigate fraud and reveal the five essential considerations that ensure your organization chooses an approach that will protect your customers and your assets, while being efficient and effective.
Fraud Trends - How Have Fraud Departments Responded to Unprecedented Times and What's Next?
Join Toby Carlin as he hosts Julie Conroy from analysts Aite Group and FICO customers to discuss the major fraud trends that we have faced in recent times and the innovations that have helped them to respond to and control the threats. As we emerge from the shadow of COVID-19 will the new normal be the old normal? Can we expect more surprises from criminals intent on stealing funds and laundering the proceeds of their crimes? How long will the new tactics of fraudsters be profitable before the prevention community gets back ahead and finally, what role will regulation and improved technology play in developing tomorrows strategies?
Amplify Customer Engagement to Thwart Financial Fraud Using Virtual Agents
The acceleration of digital transformation has boosted customer engagement with their financial organization. Customer communications often includes contact centers and many times the customer is left with a less than stellar experience with the service they received.
Combine the poor customer experience with attacks by fraudsters who frequently use contact centers to commit cross-channel fraud and a perfect storm is created - one that could leave your bank with fewer customers and more fraud.
Join us to learn how to use customer engagement to your advantage by utilizing virtual fraud agents to:
Decrease the reliance on contact centers for fraud prevention
Engage with your customers more quickly and via their preferred channel
Efficiently manage fraud without the need to increase headcount
Strengthen Your Fraud Detection Capabilities with Essential Falcon Add-Ons
The global pandemic has accelerated the shift to digital channels, while fraud continued to evolve and became that much more challenging to control. More than ever, financial institutions must adapt and enhance their fraud detection capabilities to meet these new threats. At the same time traditional payment types need protecting and providing an excellent customer experience remains vital. FICO’s flagship fraud solution – Falcon, which protects 65% of payment cards accounts globally across 9,000 financial institutions, power the world’s biggest consortium of fraud data – the Falcon Intelligence Network. But what if you could add enhanced capabilities to Falcon and become even more effective against these growing and diverse threats? Hear from a panel of experts from financial institutions across the globe, as they discuss the latest in analytic techniques to detect more fraud and while continuing to minimize the customer impact, as well as customer engagement capabilities that streamlines the overall customer experience.
Fraud Analytic Innovation – Best Practices to Stay Ahead of Evolving Fraud Schemes
With fraud evolving faster than we could have imagined, your team needs the tools to not only keep up but get ahead of fraud schemes. Join us as we discuss how your team can leverage the ultimate model flexibility with the ability to create and execute your own models, use third-party models or pair your data with proven analytic innovations from FICO labs to keep your customers safe. We’ll highlight the best examples of customers leading the way so you can learn how to apply these best practices within your organization.
The role of data in managing fraud and financial crime in the 'new normal'
Financial Institutions have experienced mayhem and unpredictability for almost two years. Amid all this disarray they must still remain compliant with Anti-Money Laundering regulations and continue to prevent and manage fraud. Combine this with the ever-increasing explosion of available data points for investigations and how can financial institutions manage efficient and effective investigations?
Join us as we discuss how to integrate intelligence effectively to meet due diligence requirements, provide the solid foundation for suspicious activity reporting and stop fraud before financial losses happen.
Application Fraud - Rules, Models and Humans
Application fraud has proven time and again to be a difficult problem to tackle. Fraudsters constantly adapt their vectors of attack and countering them requires financial institutions to respond in a timely and effective manner. In this presentation Andy Pollock and Supriti Singh will use real-life examples from their interactions with hundreds of banks, to illustrate how effectively balancing AI and rules brings optimal results - particularly when thoughtfully combined with the expertise of your fraud prevention team.
Every year, this global forum gives business leaders ideas for advancing their digital transformation, launching new customer strategies and outsmarting the competition. Register now and secure your analytic edge.