Kelli Skodinski’s Posts
Forrester Consulting: How Your Peers are Balancing Integrated Identity Verification in the Contact Center
Neustar wanted to hear directly from industry leaders regarding their current state of fraud prevention, challenges, and the effectiveness of various account takeover fraud mitigation techniques. As the leader in identity verification, we were curious to dig deep into the offline, online, and device-based identity verification methods firms deploy to tell legitimate customers’ identity from those who are seeking to do harm or falsify intent. So, in October 2018, Neustar commissioned Forrester Consulting to conduct a survey of 204 decision-makers in fraud management, authentication, and customer experience to explore fraud mitigation and consumer friction with integrated IDV. Based on the results from the survey, Forrester reported that businesses that are expanding their integrated IDV and putting their customers are the center of decision making are more coordinated and effective in their authentication strategy overall, compared to other businesses in the survey, allowing them to get more out of each method they use.