58 Finance Monthly. Financial Innovation & FinTech Christen Kirchner Senior Solutions Expert, Fraud & AML at SAS Northern Europe Over a decade after it emerged as a concept, providing a ‘good omni-channel experience’ has become a necessity for all customer facing industries. As the financial service sector has become increasingly digitised, a growing number of customer touch-points have emerged. In fact, banks now interact with customers via online banking apps, SMS messages, email, face-to-face interactions, traditional paper-based methods, ATMs and even social media. In light of this, many are focusing their attention on creating a seamless omni-channel experience for their customers, using data analytics and artificial intelligence (AI) capabilities to do so. However, as the industry has seen time and time again, with new innovation comes new opportunities for fraudsters. As such, omnichannel fraud is becoming an increasing problem for banks. WHY TACKLING OMNICHANNEL FRAUD IS KEY TO ENHANCING CUSTOMER EXPERIENCE
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