There is no doubt that the pandemic has affected many organisations including those in the banking, financial services, insurance, and telecommunication sectors with almost all operations and customer interactions going digital. This has created a lot of pressure as organisations race to optimise and upgrade their remote and online infrastructures and channels such as contact centres, web and other digital channels with latest technology to support operations and keep serving customers in an effective and efficient manner.

Unfortunately, in an attempt to respond to this new normal, many organisations are not yet able to truly humanise customer interactions and experiences in the digital platform. Additionally, the current climate has also underscored the need for better, faster, and more reliable authentication. As the volume of interactions increase and more organisations incorporate remote agents, authentication cannot be a barrier to service. It must be done cohesively and collectively across and between voice, digital, and other channels.

While activities over the last few months may have been an anomaly, the shift in customer expectations created under those circumstances is here to stay. Whether its talking to a live agent or interacting with a mobile app, customers want options, and they need answers. Fast and effective authentication is no longer a matter of convenience, it is a prerequisite to every successful engagement. To ensure digital interactions deliver a secure customer experience and humanise human – machine interaction, organisations must begin to look at implementing innovative biometric authentication and security technology that will help them manage these pressures while at the same time achieve best-in-class customer experience.

The Balancing Security & CX with Voice Biometrics Virtual Boardroom will bring together customer engagement, customer experience leaders from the banking, finance, insurance and telecommunications sectors to share their expertise, lessons learned, and best practices to help you define and deploy the authentication strategies your organisation needs to stay ahead of expectations.