2021年全球身份和欺诈报告（英）-24页_5mb

2021 Global Identity and Fraud Report Summary

Core Content

The 2021 Global Identity and Fraud Report highlights the evolving relationship between customer experience, security, and fraud prevention in the digital era. As businesses accelerated their digital transformation during the pandemic, consumer expectations for secure and seamless online interactions increased, leading to a growing demand for invisible security methods and continuous authentication.

Main Points

• Digital Demand and Consumer Behavior:

  • The pandemic significantly increased digital engagement, with many consumers, including those over 40, becoming more active in online banking and shopping.
  • The new normal involves higher digital activity, with consumers remaining loyal to online brands and expecting faster, more convenient services.

• Business Strategies:

  • 82% of businesses have implemented customer recognition strategies.
  • 90% of businesses have a digital customer journey strategy, with 47% implementing it during the pandemic.
  • Businesses are focusing on digital transformation, fraud detection, and increasing internal support for digital operations.

• Consumer Expectations:

  • 60% of consumers globally now expect a better online experience, with 55% prioritizing security.
  • Consumers are more willing to accept invisible security methods, such as biometric authentication and behavioural analytics, over traditional methods like passwords and OTPs.
  • 34% of consumers are worried about online privacy, up from 29% pre-pandemic.

• Regional Differences:

  • In the Asia-Pacific region, businesses are less focused on digital initiatives, while in Brazil and the U.S., there's a stronger emphasis on increasing internal support and hiring more staff.
  • U.S. consumers show higher concern for online privacy compared to Europeans.
  • Brazil has seen a significant increase in mobile wallet usage, with 70% of consumers using them in January 2021, up from 51% pre-pandemic.

• Fraud Trends:

  • Fraud attacks are expected to rise as pandemic-era fraud schemes evolve.
  • Account takeover attacks are increasing, with fraudsters using compromised credentials.
  • $36 billion of U.S. CARES Act unemployment benefits were lost to fraud, and similar issues exist in other regions.

• Security and Customer Experience:

  • There's a disconnect between what businesses provide and what consumers experience.
  • Continuous authentication is crucial for maintaining trust and reducing friction, while also preventing fraud.
  • Businesses must balance security and convenience, as consumers are more likely to abandon transactions if they experience delays or interruptions.

Key Findings

• Consumer Preferences:

  • 74% prefer physical biometrics (e.g., facial recognition, fingerprints).
  • 72% prefer PIN codes sent to mobile devices.
  • 66% prefer behavioural analytics.
  • Passwords are no longer seen as secure, with only 23% of consumers considering them reliable.

• Business Priorities:

  • Investing in AI and advanced analytics is a top priority.
  • Fraud detection remains critical, with 47% of businesses globally planning to increase investment.
  • Increasing internal staff and call centre support is a growing trend, especially in the U.S.

• Consumer Concerns:

  • 55% of consumers want more security steps during online interactions.
  • 51% want more transparency about how their data is used.
  • 47% want strong, invisible security measures.
  • 45% want more information on why personal data is requested.

• Mobile Wallet Growth:

  • 60% of global consumers use mobile wallets as of January 2021, up from 53% pre-pandemic.
  • Brazil leads in mobile wallet adoption, with 70% usage, a 19-point increase since June 2020.

• Fraud Awareness:

  • 49% of consumers under 40 and 37% over 40 feel more concerned about fraud than before the pandemic.
  • 48% of younger consumers feel safer using biometrics than before.

Conclusion

The report underscores that fraud prevention and customer experience are not mutually exclusive but rather interconnected. Businesses must adopt continuous authentication strategies that are invisible and seamless to meet consumer expectations while reducing fraud risk. The integration of AI, behavioural analytics, and biometrics can enhance both security and convenience, aligning with the new normal of digital engagement. As the digital landscape continues to evolve, companies that prioritize both security and experience will be best positioned to succeed.