Philippe Mazurier Directeur du business development Fraud & ID

Transcription

1 Fraude en ligne et usurpation d identité: Comment ne pas perturber l'expérience utilisateur? Philippe Mazurier Directeur du business development Fraud & ID 2016 Experian Limited. All rights reserved. Experian and the marks used herein are service marks or registered trademarks of Experian Limited. Other products and company names mentioned may be the trademarks of their respective owners. No part of this copyrighted work may be reproduced, modified, or distributed in any form or manner without prior written permission of Experian Limited. Experian Public.

2 We re a leading global information services company In a faster, more complex world, our data and analytics help people and organisations protect, manage and make the most of their data. Revenue US$4.8 bn EBIT US$1.3 bn Market Cap* c. 12bn UK FTSE Top 50 Employees c.17,000 Offices in 39 countries Largest markets US, Brazil, UK 2

3 We help our clients at every stage of the customer journey with our unique capabilities in Analytics Software Consulting 3

4 Changes in the fraud landscape Has become fully industrialised Organised crime operating from anywhere in world Low risk Thrives on complexity and inconsistency Multichannel Cross Border Distribution Partnerships IT Complexity

5 Data breaches mean valid credentials are easy to obtain 117m 145m RUSSIAN MEGA BREACH 1.2 billion 76m username and password combinations, 77m + over 500 million addresses from 420,000 websites Source: BBC 25m 6 th August m 152m 5

6 Social Engineering, phishing The weakest link is generally human Hi this is your bank we think someone is trying to access your account we will send you a one time passcode - can you read it Back to me

7 Stolen credentials gold mine for Cybercriminals $3.78 $3.02 $6.43 $0.22 Bank account credentials with money already plugged in. In the U.S., A bank account with $1,000 costs $40 A bank account with $2,000 costs $80 Bank accounts with $4,000, $7,000, and $15,000 up to $500. Sources: Trend Micro, Dell's Secureworks annual underground hacker market report

8 What does this mean? An Endless Supply Of PERFECT, Disposable, Data Ad: Adfa beireo Rz: Adasdfao adi Rq: 23 adoare st Username: Password: DBritton XXXXXX Ad: Adfa beireo Rz: Adasdfao adi Rq: 23 adoare st Bt: weroub e ee Tb: Baoeruu daoi Ht: 6 7 Wt: 185 lbs CDW: N Daeeoab Berosu 08/16 ID Cards Login Data Passport Credit Cards

9 Why is this critical for organisations TODAY? Customer expectations New entrants and digital disruptors

10 A generational shift has taken place Millennials Pre-War Baby Boomers Generation X The first generation to reach adulthood since 2000 Dominate smartphone usage Mobile first when go online Prefer digital payments to traditional methods 75% of global workforce by 2030 Tomorrow s core customers

11 The Battle for Relationship Primacy Loyalty Habit Retention Advocacy Understanding Trust Lifetime Customer Value

12 The Battle for Relationship Primacy 80% of our clients believe customer experience will be the ultimate differentiator in 5 years time Source: Experian 2020 Decisioning Survey 12

13 Maximise the digital opportunity Differentiated customer journey Stopping fraud VALUE CREATION VALUE PROTECTION

14 7 PRACTICAL STEPS TO ACHIEVE THIS GOAL

15 1 Understand the problem Lost Revenues and Lifetime Customer Value Fraud Losses Total Cost of Fraud? $10m $15m $35m Costs of Managing Fraud

16 2 Performance Management Align and balance governance representation Risk Management Sales Finance Strategy Risk Operations VALUE CREATION VALUE PROTECTION

17 3 Performance Management Align reporting across the organisation Risk Management KEY PERFORMANCE INDICATORS KEY RISK INDICATORS VALUE CREATION VALUE PROTECTION

18 4 Optimise the use of data Who is the customer? What are they doing? How do they connect, what device are they using? Known data TRANSACTION AND CONTEXT DIGITAL BEHAVIOURS

19 PROFITABILITY 5 Map all customer journeys & identify key interactions Customer Acquisition Customer Management Customer Retention + - Retention & Loyalty Cross & Up-sell Drive Usage On-boarding Win- Back Recovery Write-Off Origination Application

20 PROFITABILITY 6 Acquire behavioural, transactional and contextual data on GOOD AND BAD customers Customer Acquisition Customer Management Customer Retention + - Good Customer Fraudster

21 7 Combine and interpret this additional data to INTERCEPT FRAUD Data Analytics We d like to make you aware of a fraud which we have successfully intercepted before an attack was launched on your account They reassure me Technology

22 What will all this mean? Lost Revenues and Lifetime Customer Value Fraud Losses Total Cost of Fraud $5m $35m Costs of Managing Fraud

23 How Experian can help? Known Customer Data Transaction & + + Context Digital Behaviours A D V A N C E D A N A L Y T I C S A D V A N C E D T E C H N O L O G Y Increased customer trust Increased revenues Reduced fraud losses Reduced total cost of fraud

24 FraudNet advanced technology: Digital Channel Fraud Prevention What is it? Real Time Fraud engine designed to comprehensively protect digital channels. Secure your client during the complete customer Journey Account creation D I G I T A L C H A Customer data Contextual data FRAUDN ET PROCEED STOP Login Account Management Transaction N N E L S Device Intelligence data Risk Models? REVIEW 24

25 Old World - One size fits all LOW Transaction Volume HIGH Increasing Transaction Risk Large payment no existing history Large payment - existing history Account Upgrades Habitual payment (amount / location) Log-ins

26 New World - Customer-centric risk strategies LOW Transaction Volume HIGH Increasing Transaction Risk Large payment no existing history Large payment - existing history Account Upgrades Habitual payment (amount / location) Log-ins

27 Account Take Over Prevention Experian Customer Centric risk strategies Automatic customer recognition Drop all frictions