Whilst the security, customer experience and commercial benefits of modern security methods such as Voice Biometrics and Network Authentication may be apparent for some making the business case for implementation, particularly in challenging economic times, can be difficult.
Join this session to hear about the best practice for making the functional and emotional case to implement Modern Security in your customer-facing channels, including:
What are the real financial benefits?
How to quantify non-financial benefits?
How long does it take to implement these technologies?
How long does it take to realise the benefits?
How to make the emotional case for change?
In this session, Matt Smallman will be joined by Mark Bramley, formerly a senior executive at one of the world's largest banks who led the global implementation of Voice Biometrics and Network Authentication. This session will be a mix of formal presentation and discussion based on Matt and Mark's experience.
About our speakers
Mark Bramley is an independent consultant. He was formerly a senior executive at one of the world's largest banks and led the global implementation of Voice Biometrics and Network Authentication technologies.
Matt Smallman is the author of “Unlock Your Call Centre: A proven way to upgrade security, efficiency and caller experience”, a book based on his more than a decade’s experience transforming the security processes of the world’s most customer-centric organisations.
Matt’s mission is to remove “Security Farce” from the call centre and all our lives. All organisations need to secure their call centre interactions, but very few do this effectively today. The processes and methods they use should deliver real security appropriate to the risk, with as little impact on the caller and agent experience as possible.
Matt works as an independent consultant engaged by end-users of the latest authentication and fraud prevention technologies. As a direct result of his guidance, his clients are some of the most innovative users of modern security technology and have the highest levels of customer adoption. He is currently leading the business design and implementation of modern security for multiple clients in the US and UK.
This session is sponsored by Smartnumbers. You will be given the option of providing your details to Smartnumbers during the event registration process so that you can receive a copy of their eBook - Network Intelligence: A Modern Approach to Authentication and Fraud Prevention
🔒 To protect the privacy of participants and their employers, this is a private event restricted to representatives of end-user organisations evaluating, implementing or optimising modern customer security solutions. Please register using your work email address.
This event will be hosted online using Zoom. Please check that you can connect from your network (https://zoom.us/test).