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Digital Onboarding: Global Insights and Best Practice Examples

Podcast03/28/2022

How has COVID-19 influenced the way lenders, telco, insurance, automative businesses and retailers, engineer their digital onboarding flows? And are these changes permanent and what innovations are on the horizon?

In this podcast we dive into the role fraud and identity solutions have in creating secure and outstanding customer experiences. Since 2020, digital fraud and financial crime has exploded, negatively impacting on consumer and business confidence and trust.

Delivering a great onboarding experience during customer acquisition is a universal ambition for digital leaders. To demonstrate common dominators and differences across borders, and provide the best insights possible, we've brought in expert perspectives from different markets.

Presenter Josh Gunnell, Director - Fraud Solutions TransUnion in the UK, is joined by:

  • Patrick Boudreau - Head, Identity Management & Fraud, TransUnion, Canada
  • Megha Khetarpal- Director, Fraud Solutions Lead for Emerging Markets, TransUnion, India

Topics covered include unlocking friction-right design, customer experience across the customer journey and awareness of fraud threats in the digital world.

Research cited by Megha Khetarpal:

  • Question 1: Using findings from TransUnion's ongoing Consumer Pulse research survey. Each quarter TransUnion tracks consumer attitudes and experiences towards credit, fraud and related themes.
  • Questions 2 response: Insights referenced come from a Deloitte study into the gap between what consumers think of financial services institutions vs. their favourite technology brand. Research cited: Accelerating Digital Transformation in Banking, July 2018, Deloitte Insights.
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