November 17, 2022 – The authentication process is one of the first opportunities to create a positive impression in a contact center interaction. Consumers expect that the companies with whom they do business know them well and want to be authenticated in the easiest way possible. They also expect their companies to place security and privacy as paramount values.

This report explores the challenges of the financial services and retail industry segments related to contact center authentication and customer satisfaction. It is based on a survey of 3,171 U.S. consumers conducted in the first half of 2022 and explores how firms can address their authentication needs and achieve higher levels of customer satisfaction.

Clients of Aite-Novarica Group’s Fraud & AML service can download this report and the corresponding charts.