Customer Experience and Fraud Prevention
Forrester Consulting Report
Each year, more and more consumers fall victim to identity theft as hackers get access to more and more personal data.
Both businesses and consumers want to better secure personal data, but better security often requires introducing friction into the customer experience. As a result, most businesses are stuck using outdated and ineffective approaches like knowledge-based authentication.
Forrester Consulting surveyed 2000 consumers and 300 decision makers at businesses to understand their attitudes about:
- Control over personal data online
- Strategies to reduce identity theft
- Most common types of fraud
- Popular identity verification strategies