More than two fifths (41%) of finance back-office processes could be automated in the next five years, a new study from global customer services provider Arvato CRM Solutions and management consulting firm A.T Kearney has found.

According to the new report, 41% of finance back-office processes are set to be performed by robots by 2023, with this figure rising to 53% within the next 10 years.

Implementation of Robotic Process Automation (RPA) is set to significantly boost firms’ productivity and efficiency, as bots are 20 times faster than humans with a 10% lower error rate. Subsequently, companies that adopt this technology, could potentially receive an ROI of between 300 and 1,000% over a three-year period.

It’s also predicted that the widespread roll-out of RPA solutions will result in an annual compound market growth of 50%, with the global market set to be worth $5billion by 2020.

New developments

The research also predicts that by 2023, RPA, with the help of cognitive capabilities, will be able to make automated decisions, and by 2028 robots will be able to carry out most back-office processes independently with minimal human intervention.

The new report, named ‘Robotic Process Automation: The impact of RPA on finance back-office processes’, interviewed more than 20 technology partners and players in the field of RPA, gathering together their view on the trends and developments within the sector.

Ben Warren, vice president of Digital Transformation at Arvato CRM, Global BPS, said: “RPA will revolutionize the finance back-office, as the new technology is more accurate, efficient and can work for longer hours, depending on demand.

“This can consequently help drive revenue for a business, streamlining processes and allowing employees to spend more time on higher value tasks.

“But although the benefits of automation can be great, it’s important that firms understand that to successfully utilize the technology they will need to invest.

“A full analysis of end-to-end systems and redesign of existing processes will be initially required, and companies will need to regularly review their processes as technology continues to evolve and develop over the coming decade.”

Dr. Florian Dickgreber, partner at A.T Kearney and co-author of the study, said: “Having transformed manufacturing, bots are now set to change processes in the service sector.

“We expect RPA, the automation of structured business processes, to take over more than half of all back-office processes over the next five to 10 years.”

(Source: Arvato CRM Solutions)

What’s that saying? You’re more like to get divorced than you are to switch your bank account. Below Matt Shaw, Strategist at RAPP UK, explores why high-street banks need to re-connect with young customers or face losing the next generation to digital first challengers.

For ten years now consumers have been used to getting less from their banks. Lower interest rates, fewer high-street banks and little reward for their “loyalty”.

Against this backdrop a quiet revolution has begun. New digital first challenger banks like Monzo, Atom and Starling are offering something genuinely different and are hoover-ing up younger audiences in the process. What’s more, Open Banking is set to explode consumer choice and making comparing and switching banks easier.

While these challengers pose a threat, established retail banks have a limited window of opportunity. At the moment young consumers are using these challenger bank accounts as “play money”, a supplementary account, allowing them to budget better, rather than a direct rival to the Big Four. However, this “play money” perception is likely to change as customers become more engaged challenger banks’ products and their brands become more established and more trusted.

Traditional retail banks need to sit up and take note if they want to capture the next generation of customers.

Driving preference

Whilst loyalty may be dead, retail banks still have an opportunity to deliver value to their customer base and protect against digital first challengers. Rather than aiming for (and missing) loyalty, retail banks should look to consistently drive preference across the customer lifecycle.

At RAPP we use three key elements to drive preference: Value Perception, Customer Experience, and Generosity.

Good customer data is central to all three of these elements. While new digital first challenger banks have no issues with this, it’s safe to safe that many retail banks will need to get their legacy data and systems in order if they want to deliver these elements.

Value Perception

One of the easiest ways retail banks can drive preference is by reflecting and reminding customers of the value they receive and the relationship they have.

Digital first financial services are currently leading the way in this space. Savings app Chip uses AI to analyze customer data and recommend opportunities for them to squirrel away money into their account in real time. Whilst this is a great new customer experience, the app is also amazing at replaying value back to customers. When money is transferred from your account, their friendly chat bot notifies you with an encouraging message and a humorous gif telling you that you’re #winning. When you ask for your savings balance they not only replay your balance, but your savings to date, your interest rate, the value of this interest and when this interest is due.

Customer Experience

The customer experience gap between digital first challenger banks and established retail banks couldn't be much greater at the moment. Whilst new challenger banks have no high-street stores, they’re beating established banks where it counts, through digital and mobile apps.

Monzo, Starling and Atom offer a stark contrast to the mobile apps of established banks. Their platforms offer spending analytics, integration with third parties and enhanced functionality like bill splitting and money pots; in comparison established banks can offer only the most basic functionality (balance enquiries, payments). Moreover these new challenger banks are constantly evolving their offering, while established banks can only give their apps a UX facelift with no new functionality.

New challenger banks are raising expectations of what a bank should offer consumers, particularly among urban millennials – something established banks should be concerned about as they are the most likely audience to switch provider (32% say they are “very likely” to switch in the next year[1]).

Generosity

Generosity is all about recognizing and rewarding customer engagement through regular value-adds that make customers feel valued.

Retail banks need to get out of the habit of using the transactional rewards based on cash back and increased interest rates. Instead, retail banks should looks to create value through customer data and collaboration with third parties. Both Starling and Monzo have added “marketplace” functionality to their apps allowing third parties to offer customers their services. Starling have two “loyalty” schemes (Flux and Tail) offering customers instant cash back when they make a purchase at restaurants and shops. However, this functionality has the ability to grow exponentially, and into non-financial generosity, with Open Banking making it simple for banks and third parties to interact.

Established retail banks can no longer sit back and let inertia reign supreme. Not only are new banks challenging the status quo and winning younger audiences, their nimble user interfaces and pristine databases mean they are also the most likely to profit from the future innovations of Open Banking. Established retail banks need to wake up to the challenge and rediscover how to drive preference. They can do this by innovating their customer experience to match new heightened expectations, using customer data to replay value and by smattering their base with product and non-product generosity.

Four out of five businesses will use chatbots by 2020, 85% of all customer interactions will be handled by them and they will generate $600bn in revenue in the same year, according to a recent Oracle survey. This week Chris Crombie, Product Manager at Engage Hub, believes now may well be the best time to start investing in chatbots.

In just under two years’ time, chatbots – conversation-mimicking computer programmes that provide your customers with an instant, personalised response – will be ubiquitous. Driven by innovation in artificial intelligence (AI) and the insatiable desire to enhance and personalise the customer experience.

Simply put, chatbots are one of the clearest concrete examples of how the “AI revolution” is impacting on the business landscape and on the day-to-day lives of millions of consumers worldwide.

Consumers happy to chat to bots

Consumer familiarity with chatbots has increased over the last decade, a result of our familiarity with things such as self-service machines in supermarkets and interactive IVR.

With the latest advances in AI technology pushing new boundaries, it’s easy to see why many are claiming that 2018 is set to be “the year of the chatbot”.

That’s because, for any company that has an interest in offering a great customer experience, the potential benefits of enhancing customer satisfaction and responding to customer’s needs in a faster and more efficient manner by using chatbots are immense.

Plus, new messaging applications such as Facebook Messenger, WhatsApp, WeChat and traditional SMS are proliferating, which means millions of new opportunities to reach customers and communicate with them using the communications channels they utilise and like the most.

Understanding innovation in AI, Machine Learning and NLP

To understand the latest chatbot innovations, it’s necessary to have an understanding of Artificial Intelligence (AI), Machine Learning and Natural Language Processing (NLP).

Artificial intelligence is the theory and development of computing technologies that can perform tasks that previously required human intelligence. Mainly relating to speech recognition, visual perception, decision-making or language translation.

As an extension of this, Machine Learning is the application of AI technologies in ways that use data to learn and improve automatically, without being given explicit instructions. While NLP is the branch of AI that helps computers understand human language as it’s spoken and written to be able to understand intent.

The computer chatbot uses AI and NLP to imitate human conversation, through voice and/or text. So, in addition to the above-mentioned text-based instant messaging systems, voice-controlled chatbots are becoming increasingly popular, both in the home and in business contexts.

Amazon Alexa, for example, has proven to be an immensely useful consumer technology over the last two years in terms of its educational benefits, teaching consumers about the ease-of-use of voice controlled tech and helping them to feel comfortable and happy using it.

Test chatbots properly, to boost business

So that’s a brief overview of the key technologies and the commonly-used acronyms behind chatbots. Yet the key thing you need to know if this: when implemented correctly, chatbots are a demonstrably fantastic way to increase engagement with your customers.

So, what’s the secret of rolling out chatbots in a way that resonates well with your customers and doesn’t risk you losing sales?

As with any new technology, rigorously test it out internally before you let your customers start to use it. This is particularly critical with chatbot applications, as the bot will start to learn from your team, which helps to ensure that it knows how to deal with a wide range of the most common customer questions, complaints and enquiries.

Thorough testing will ensure your chatbots work as efficiently as possible, giving the correct information to customers as rapidly as they demand it.

All of which means that you will gain a clear competitive advantage, future-proofing your business by improving the customer experience whilst also delivering operational excellence.

Connecting you to your customers 24/7

Businesses in all verticals, particularly finance, retail and logistics, and businesses of all sizes – from small start-ups through to global enterprise – need to be investing in the latest chatbot technologies in 2018 to stay ahead of the curve.

And in today’s market, enhancing the customer experience is all about providing a high quality ‘always on’ service to deliver the information that they need, on demand, 24/7.

Few will disagree that the current banking industry is facing a turbulent future, as the incumbents continue to struggle to keep up with the seemingly endless growth of FinTech “disrupters.” Consumers are now inundated with a vast array of choice in the form of new products and services beyond the boundaries of our imagination. The challenge for big banks is to marry the needs of the current generation with new technologies, ensuring that services can still be provided to millions of active customers while new products are both practical and implemented at speed. This is far from trivial, due to current products being nestled in inflexible legacy technologies making it complex and costly for them to be changed. The incumbents’ difficulties in tackling this are highlighted by the rapid rise of FinTechs disrupting such an institutionalised and previously untouchable industry. This FinTech revolution has put big banks in an even more precarious position, as their role as the go to financial mediators is put into question.

Risks for the traditional banks have emerged in many forms, ranging from app-like services, which offer very specific products such as Trussle, to more integrated platforms that offer a wider range of services, many of which have carved out a new niche in the industry as “online banks”. The more specialist FinTechs, while often the most disruptive, may be too radical for their own good and over-engineer solutions to manufactured problems that don’t affect everyday consumers. This puts the longevity of many of these services, which could follow Icarian trajectories, at risk. Alongside the uncertainty of the products available, the vast majority of these FinTechs are young start-ups, with little to no brand recognition or trust, something incredibly important for customers whose money is on the line. Consumers are therefore left in a difficult position, to choose the big banks with frustratingly old fashioned but trusted services, or to go for start-ups with attractive products but the lack of a track record and reputation.

While some FinTechs may be flying too close to the sun, the new generation of online banks may offer the solution to the challenges faced by the consumer banking industry. They often boast the same features consumers love at traditional banks, including easily accessible funds in a current account alongside integrated saving and investment accounts, after all they are able to offer Government-backed deposit protection for up to £85.000. Some, for example Revolut, although currently not a bank and hence unable to provide FSCS guarantee, which started out from a modest background in foreign exchange for holiday money, are now allowing customers to access products traditionally offered by mainstream banks from the comfort of your smartphone. These are posing the biggest risks to the big banks, as while it was a FinTechnologically literate minority of consumers that greeted the more obscure FinTechs, online banks threaten to undermine incumbents’ hold on the mainstream market.

While traditional banks are facing threats from the FinTechs, we are still in Wild West territory. The lack of coordination between banks and FinTechs, which is only recently being addressed, means that consumers who want new products and services offered by the FinTechs, with the trust and security associated with traditional banks, are left with few options. In my view, the future of banking will see the rise of new technologies becoming integrated with traditional systems to heal the wounds left by big banks which today’s FinTechs have tried to mask over rather than address the underlying causes. This square peg in round hole approach will cause the incumbents to struggle to hold on to their customers, even when collaborating with FinTechs. Instead they should look to the seamlessly integrated online banks for guidance and co-operation.

One example that illustrates this issue is the unarranged overdraft problem. Overdrafts were first introduced by the Royal Bank of Scotland in 18^th Century, and have changed little since. They are of great benefit to both consumers and banks, and hugely convenient. That is, until your agreed limit with the bank is exceeded. For half of the population the agreed limit is nil, hence going overdrawn means immediately paying unarranged overdraft fees. Last year nearly 25 million personal current accounts went overdrawn. The majority of these consumers often have no choice but to knowingly go overdrawn to unarranged levels as they have been offered no alternatives by the big banks. As a result, some also turn to alternative non-bank lenders, such as consumer credit and payday loans which not only put a black mark on a customer’s credit file for six years but also reduce people’s credit scores by an average of 10% within 12 months. This results in more expensive financial products such as mobile contracts or utility bills. This is a real paradox.

Fiinu is launching next year with an elegant solution to this dilemma. Its current account with overdraft extension prevents consumers from paying unarranged overdraft or failed item fees. This is monitored through Open Banking, and allows users’ other current accounts to pre-emptively subsidise the account low on funds to avoid fees. It also allows access to an outsourced overdraft at a fraction of the unarranged overdraft cost. In doing so, Fiinu also improves customers’ credit scores and allows consumers to access to better deals through improved credit files. These things, while possible for ground-up neobanks, are far more challenging for the established players with outdated protocols entrenched through their use by millions of customers.

The future of banking is both exciting and uncertain, however it is clear that the approach of the incumbents, who now see the use in working with FinTechs to suit the needs of a new generation, must try and rectify the structural issues within banks themselves, rather than try to patch them over with what will ultimately become stop-gap measures. The biggest threats to the banking status quo are the rising online banks, which offer both realistic and evolutionary alternatives for the everyday consumer. Their recent successes and growth in the market suggests it is not unreasonable to imagine that in as little as five years, the brick and mortar bank may well be confined to the financial graveyard.

Website: https://fiinu.com/

By as early as next year more consumers will use apps on their smartphone than a computer to do their banking, according to forecasts.

It has also been predicted that 35 million people - or 72% of the UK adult population - will bank via a phone app by 2023.

Ian Bradbury, CTO Financial Services at Fujitsu comments: “This is a tipping point for the industry. Mobile is rapidly becoming the channel of choice, and it’s no surprise – it’s easy to use,  with an emphasis on customer experience and convenience, and it’s with consumers wherever they go.

“However, the migration of banking onto mobile phones will certainly put more pressure on banks to up their security - more frequent mobile banking use, with devices which can be easily lost or stolen, means criminals can potentially do more damage to more people.  This is where we will increasingly see banks use higher-grade biometric based solutions to secure banking apps and transactions, which phones are now beginning to incorporate.

“The experience customers have with their mobile banking app will also be crucial in retaining and attracting customers. With many organisations outside Banking setting a high standard of what good customer experience for mobile apps looks like, banks will have to bear in mind that a smooth customer journey for their app can be the next ‘make or break’ element.

“Looking forward, we can expect to see more and more use of voice to control Banking Apps, enabled by the use of AI enabled robotic assistants.  Once again, it will be the customer experience that will be key in supporting the uptake of this channel.”

(Source: Fujitsu)

Worldwide spending on blockchain is set to top $2 billion in 2018, according to the International Data Corporation.

Stacey Soohoo, research manager, customer insights and analysis at IDC, said: “The year 2018 will be a crucial stage for enterprises as they make a huge leap from proof-of-concept projects to full blockchain deployments.”

There is, clearly, a lot of time, money and effort being spent in tapping into the potential of this technology. But, how can we expect to see the benefit of all of this? How far will blockchain go in terms of changing the way we do business?

Finance

Having originally been met with some scepticism in the banking sector – probably due to its disruptive nature and the presence of scams targeted at early adopters – blockchain is increasingly being harnessed by financial institutions to change the way they do business.

Perhaps most obviously, this can help to add speed and security to the process of transferring money, something that everyone from a holiday-bound consumer to a novice investor dabbling with a forex demo account through to a FTSE100 CEO can appreciate.

Yet, as the FT notes, the process of clearing and settlement, the verification of a customer’s identity and the raising of syndicated loans can all be made more efficient with blockchain.

Traceability

Yet, to focus solely on banking and payments would be to ignore the broader scope of the benefits of blockchain.

In industries where ‘traceability’ is crucial, this provides a clear, immutable record of a financial transaction. Examples of where this is necessary include the charity sector – where organisations need to prove that donations ended up at the intended target and, perhaps most pertinently in a business context, for diamonds.

For diamond companies, being able to create and manage a record for customers and clients will enable them to be clear that their product in genuine and sourced responsibly – two things that will help reputable firms to stand out from companies engaged in practices that have threatened to tarnish the sector.

Privacy

While speed, security and a transparency are clearly important, so too is privacy, especially in sectors such as healthcare where it’s vital to protect patients’ data and, typically, there are issues with out of date security software and records systems.

While the US’ private healthcare system has already embraced blockchain, the NHS could benefit too. As Tech UK notes, tracking medical test results in real time, sharing data between medical teams in different locations for research purposes, speeding up compliance paperwork processes and handling documentation for short-term staff could all be done quickly and – crucially – with the required level of privacy. This doesn’t just benefit the NHS but also a number of science and healthcare companies that rely on the NHS for work as third parties.

In some respects, blockchain’s real power is not necessarily that it changes what can be done as a business. Rather, it enhances the way in which companies operate in the digital age, allowing to carry out the processes and practices that they have developed in recent years and allows them to be done quicker, safer and cheaper.

The automation of work, including the use of robotics and artificial intelligence (AI), is expected to rapidly increase. In fact, recent research by think tank ‘Centre for Cities’ found that one in five jobs in Britain will fall victim to automation by 2030. These findings are further echoed by auditing firm ‘PricewaterhouseCoopers (PWC)’, who estimate more than 10 million UK workers will be at high risk of being displaced by robots within the next 15 years.

As the prevalence of automation becomes more common in our day-to-day routines (supermarket self-service tills, air travel self-check in etc.), it’s threat towards human jobs only becomes more apparent.

Interested in this phenomenon, Reboot Digital Marketing analysed findings from Mindshare, who surveyed more than 6,000 individuals from across the UK to see whether they would prefer robots or humans in eight different occupations/scenarios.

Reboot Digital Marketing found that when making car comparisons with the intention to eventually purchase, a significant percentage of Brits would want robots (60%) aiding them instead of humans (40%). Thereafter, Brits would be most inclined to accept music/film recommendations from robots at 49% - though 51% would still opt to do so from other people (family, friends etc.).

Fascinatingly, even though most Brits (75%) would still prefer humans to be MP’s, 25% would elect robots to be in this position of power.

Moreover, despite the negative perceptions associated with bankers as a direct result from the fallout of the 2008 financial crisis, Brits would still select humans (71%) over robots (29%) to be in their respective role.

On the other end of the scale, 11% of Brits would be least willing to take medical advice from robots. Similarly, only 14% of Brits would not feel apprehensive about receiving legal advice from robots. Information for immediate release RebootOnline.com

Shai Aharony, Managing Director of Reboot Digital Marketing commented: “Automation is undoubtedly on the rise. As the technologies which underpin its development become more sophisticated and efficient, certain industries will certainly face the real prospect of robotics and artificial intelligence disrupting their traditional flow of human labour. Whilst the assumption tends to be that it will either be people or robots, I believe they will complement each other in different tasks and facilitate new types of jobs. What this research certainly demonstrates is that Brits currently favour humans as opposed to robots in a handful of occupations/situations. Although, as automation becomes more prominent and Brits understanding of it drastically improves, this may potentially change.”

(Source: Reboot Digital Marketing)

Below Finance Monthly hears from David Jones, Chief Market Strategist at Capital.com, on why Bitcoin's infamous reputation for extreme volatility may be coming to an end.

With the benefit of hindsight, there can be no doubt that the moves seen in Bitcoin, and other crypto-currencies, from the summer of 2017 through to February 2018 has all the hallmarks of a classic bubble - and corresponding bust. No doubt it will become a popular part of market history - just like the technology shares boom and bust of the late 1990s. Somewhat ironically, weekly volatility in Bitcoin recently hit a one year low below 3% - at pretty much the same time as the NASDAQ, that barometer of technology stocks, moved out to fresh all-time highs.

So why has volatility evaporated? There are a few reasons we could point to, but first let's set the scene. From the middle of November to the middle of December the price of Bitcoin increased threefold. After spending years just being something of a niche IT interest, Bitcoin went mainstream and dragged plenty of other crypto-currencies along for the rise. The mainstream media picked up on the story with almost daily coverage on TV programmes and in newspapers that would never have even heard of crypto-currencies just a few months before. The gains in cryptos seemed to represent easy money and individuals, who would never dream of speculating in more traditional markets, were keen to find out how to get involved. Facebook and Google were full of adverts on how to profit. The prices moved ever higher.

It's a classic rule of market psychology - whenever the general public gets involved in a market in large numbers, expecting further rises, then a top could well be near. This of course proved to be the case - at the time of writing Bitcoin is around 60% below its December all-time high.

Why the lack of volatility?

The obvious reason is that the hype has gone from this market. Plenty of latecomers to the crypto currency rally have had their fingers burnt, have taken their losses (or are still sitting on them) and have vowed never to return. Activity amongst the wider public has slowed.

There are not as many new entrants buying and selling as the price has burst - the story of it being a somewhat boring market in recent months, is not going to make people excited about the potential for "easy money". Wider media coverage has dried up, reducing awareness amongst the public.

Facebook and Google have banned crypto currency adverts - so an incredibly important section of the digital media world is not increasing awareness of this market. You can see this in internet searches - Google searches for Bitcoin for example are down by 75% for the year so far, again pointing to a significant shift in interest by the casual investor.

Arguably, the introduction of a listed futures contract for Bitcoin has also calmed the wilder market moves. The additional media coverage resulted in widespread speculation prior to the listing. The unregulated crypto exchanges experienced extremely high numbers of new signups and in some cases stopped on boarding new customers. The futures contract was launched in the first week of December last year and, less than three weeks later, Bitcoin started falling. Now, institutions and more professional investors have a regulated way of gaining exposure to Bitcoin without having to worry about online wallets and the worries over lack of security. The futures contract also gave the ability to "sell short" - so to profit from Bitcoin falling. This has no doubt gone some way to initiate a more orderly two-way market in Bitcoin - making it more like most other markets. But even the official futures market has suffered as volatility has dropped off - current volumes are best described as modest.

The lack of volatility is seen as a positive sign by those who see more adoption of blockchain technology. It's hard to claim that cryptos are a store of value when the price is moving 10% and more in a very short period of time. More price stability and less volatility certainly helps this value arguement. Significant new money continues to move into blockchain, with billion dollar VC investment funds being raised to new blockchain startups. The world’s leading financial regulators and institutions continue to engage and determine how to regulate and participate in what has become a disruptive new area of investment. Although the boom and bust is over (for now, at least), it could end up being one of the best things to happen for the future of crypto currencies.

The impact of blockchain within the financial services industry could be significantly delayed by the damaging PR currently associated with cryptocurrencies, new research suggests.

Insight gathered in a report by international law firm Gowling WLG reveals that financial services experts are fearful that if the negative headlines surrounding the likes of Bitcoin impacts industry opinion about blockchain software, it will perpetuate the common confusion between the two.

The report, entitled 'The ultimate disruptor – how blockchain is transforming financial services', states that an estimated US$2.1 billion will be spent on blockchain solutions[1] during 2018 and, by 2021, levels are expected to reach US$9.2 billion. In order for the system to reach these levels of growth and its benefits to be realised, it's essential for businesses to understand the capabilities of blockchain and other distributed ledger technology (DLT) beyond Bitcoin.

Dean Elwood, CEO of blockchain company Umony and contributor to the report, said: “Bitcoin is creating so much noise, much of it negative, that the genuinely useful and practical side of blockchain is getting buried. I think there is a real pressure on the industry and people like me, to make sure that everyone really understands the difference between blockchain and cryptocurrencies like Bitcoin."

The report features insight from specialists including NEX Exchange, Blockchain Hub, BTL Group and AgriLedger.

Many of the contributors believe that the development of blockchain technology will happen much faster if the industry collaborates and regulators are involved in the development process. This is because the very nature of DLT revolves around sharing information, not only internally, but also with customers and, in many cases, with competitors.

David Brennan, partner and co-chair of Gowling WLG's global tech team, said: "The business community has been quick to grasp the numerous opportunities blockchain solutions afford, but the key challenge will be communicating its significance to both the public and policymakers. Collaboration between governments and the private sector is key in order to facilitate widespread acceptance and adoption of the technology."

The firm's research also suggests that the appropriate industry regulators need to catch-up with the technological developments within blockchain and DLT, yet the majority of those interviewed do not believe that the technology itself requires regulation.

Andrew Gardiner, founder and CEO of Property Moose, said: "Cryptocurrencies need regulating, absolutely, 100%. But you can't regulate blockchain itself. It's just a piece of tech. For example, do you regulate Microsoft Word or Google for emails? They all have to be ISO compliant, so you’ll have industry standards, but these are not regulation.”

For a full overview of the research conducted with financial services experts, including insight on who will be affected by blockchain, the opportunities and threats facing the technology and the level of investment now going into blockchain development, see Gowling WLG's white paper 'The ultimate disruptor – how blockchain is transforming financial services'.

(Source: Gowling WLG)

[1] 1 Worldwide Semiannual Blockchain Spending Guide, International Data Corporation, 2018.

IBM announced a new technology called a crypto anchor verifier; which will allow consumers and businesses to track single object across supply chains. Forbes writer Michael del Castillo explains how this tech could disrupt different industries.

Andrius Sutas, CEO and Co-founder of AimBrain looks at the limitations of secrets-based authentication and the three simple steps that banks can take to enhance security and facilitate innovation.

In this digital world, security is more challenging and demands more resources than ever before. Customer centricity – remote onboarding and eKYC, faster payments, greater interconnectivity between FS providers and any other customer-first initiative – offers unprecedented convenience for the consumer, but places immense pressure on banks and FS providers to offer such services quickly, cost-effectively and, most importantly, securely.

Mobile banking, for example, is undoubtedly one of the greatest things to have happened to the sector. Reducing branch spends, rapidly enabling new products and greater segmentation, remote onboarding…it has been a pivotal step for the industry. But never failing to miss an opportunity are the criminals that seek to dupe, coerce and attack. Mobile banking is particularly susceptible to fraud; Trojan attacks doubled in volume last year against 2016 and increased 17-fold compared to 2015. McAfee also said that it had detected 16 million mobile malware infestations in Q3 2017; double the number of the same period in 2016. Supplement these attacks with omnipresent, large-scale data breaches and you’ve got one marathon migraine coming on.

So, it is no wonder that banks now find themselves in a position of having to pool resources just to defend against mobile account fraud; and that is a single channel in the customer engagement journey. On-device biometric authentication is a patch fix for a problem that is only going to grow; the fact is that the only way to be utterly certain of an individual’s authenticity is by verifying the person, not the device.

Passwords don’t work. It’s not rocket science. Anything that can be intercepted, guessed, hacked, teased out – does not work, and the more enterprises continue to rely on passwords and secrets, the more resources they will find themselves throwing at the problem. What’s left? Hardware is antiquated, OTPs via SMS have proven themselves to be dangerously easy to intercept, and push notifications rely on the physical proximity of a device.

So how can banks truly secure customer data, act compliantly and have the freedom and flexibility to innovate? We believe that the strength lies in layering on security, in a simple and easy-to-configure model that is fit for both today’s fraud and the challenges of tomorrow.

Biometrics (how someone behaves, looks or sounds) can fulfil these requirements, and more. Unlike securing the authenticity of a device, biometrics assure the authenticity of the person themselves. And better still – unlike passwords – they are not secrets. They are everywhere! We leave fingerprints wherever we go, our faces are on show, we talk into devices all day long.

This might seem counterintuitive, but it’s not the data, but the way in which biometric data is treated that creates the security. We’re not just talking about templating it using algorithms – pretty standard methodology across the industry – but about how to keep it secure.

If someone has your password, they have your password. It’s black and white. If they have a video of you, or a recording of your voice, this might be enough to beat some authentication gateways. So, the key is to continually add challenges to beat the fraudsters and make it impossible for someone to pretend to be the customer, whilst keeping it simple for the customer.

How? We think it boils down to three steps.

• Passive bot detection: feeding industry or enterprise-specific annotated fraud data into a passive anomaly detection module that provides an early warning for behaviours that could signal fraud, as early as at the onboarding stage, whether manual or synthetic.
• Configuring multiple biometrics: combine and layer biometric challenges; behaviour, bot detection, voice, face and any blend thereof, to create unique combinations of step-up/step-down security rules and weightings on specific outcomes. Use in-session risk-based assessments rather than the binary yes/no of passwords to ascertain a user’s authenticity in an ongoing way.
• Combining simple and smart tests: use the latest stringent anti-spoof and liveliness detection (that it is a user and not a representation of a user) that marry simple user challenges with time-sensitive outcomes underpinned by artificial intelligence, such as combining facial authentication with an in-session audio prompt. Simple and secure, and a strong indicator that even though biometrics are public, technology can render them worthless to fraudsters.

These steps will keep banks ahead of the capabilities of even the most sophisticated presentation attacks. We recently launched AimFace//LipSync, which combines facial authentication with a voice challenge and lip synchronisation analysis. A customer can enrol or access simply by taking a selfie and simultaneously reading a randomised number. Nothing exertive. Pretty simple really. But – we think – impossible to spoof by any method available today. It’s about staying one step ahead of fraud, in a way that minimises inconvenience to the user, and your biometrics partner should have a solid roadmap in place that demonstrates consideration for the fraud we haven’t yet seen.

The password is not fit for purpose. Secrets are dangerous. Biometrics are a simple yet secure way of authenticating the person and keeping their valuable data and assets safe.

AimBrain is a BIDaaS (Biometric Identity as-a-Service) platform for global B2C and B2B2C organisations that need to be sure that their users are who they say they are.

The Biometrics Institute predicts that the development of biometrics over the next five years will shift towards online identity verification, government mobile applications, online payments, e-commerce, and healthcare.

Biometrics has been viewed as a secure method for financial transactions and security in many walks of life, with fingerprints used for clocking in at work or verification for contactless payments, but the institute’s research suggests there are further user cases set to emerge in the coming years.

And, it comes as no surprise for those studying the market closely. The global technology powerhouses, such as Microsoft, Apple and Samsung, are strong proponents of using biometric identification for PC, laptop or mobile access purposes and, as consumers get used to this way of engaging with tech, it naturally paves the way for fingerprints and iris scanning in payments.

The case for businesses and consumers

Various technology companies and card schemes argue it’s a secure way of paying, and with the likes of Apple Pay, Android Pay and Samsung Pay mobile payment solutions already using biometrics as part of their authentication process, there could be calls for more to come.

Companies like Starbucks utilise mobile payment providers like Apple Pay within their apps, meaning with the tap of a thumbprint money can move from bank account to Starbucks account, and subsequently be used at the point of sale. The simplicity of it continues to strike a chord with consumers, as the coffee chain’s latest figures show its Starbucks Mobile Order and Pay service represented 12% of US company-operated transactions in the three months to 1 April 2018.

Then there’s the Amazon Go effect to consider. As the online titan looks set to add more checkout-less physical stores to its inaugural offering in Seattle, enabling frictionless transactions without the need for shoppers to queue or visit a fixed cash desk or till, it will shape consumer expectations.

If this momentum continues and Amazon drives sales through these stores, you can imagine strong arguments from consumers for further installations of this type of technology in convenience retail – and one way of supporting speedy and secure transactions is through use of biometric identity.

Finger, face or eye scanning are all seen by industry analysts as ways to improve the authentication phase of payments for the consumer, while helping tackle growing fraud levels in retail and hospitality, and protecting customer information.

But biometric scanning isn’t fool-proof and can only be part of the identity solution, especially when being used to authenticate higher values purchases, for instance.

This means business considering adopting body-scanning payment methods need to be mindful of the trade-off between security and user-experience – and this requires a fine balance between how many false positives and false negatives are allowed in order to process a payment.  Too many false positives pose a security risk but, at the same time, too many false negatives could lead to a legitimate shopper not being able to authenticate a payment, resulting in poor customer experience and possible purchase abandonment.

A balance that provides the right level of convenience but mitigates against the risk of misauthentication will be key to successful biometrics payments solutions.

Choice trumps any individual payment type

At any trade show we attend the clear message is there’s no silver bullet when it comes to retail or payment technology.

Whether it’s mobile payment, buy-now-pay-later schemes, card and cash payment, crypto-currencies – or anything using biometrics in some way – they key for retailers is to know what their customers want and offer the relevant payment options. Businesses need to be sure that having helped navigate a customer to the all-important point of purchase they don’t lose them because they don’t offer the most suitable method of payment.

Therefore, retailers should be investigating biometrics usage as part of their suite of payment options, because the most forward-thinking organisations know they need to provide choice at the checkout.

Mobile support

It is clear mobile is very much at the heart of a lot of the innovation going on in the payment space, playing a fundamental supporting role for many of the new transactional options.

With Deloitte predicting that, by the end of 2023, 90% of adults in developed countries will have a smartphone, it’s obvious why tech companies and innovators in the payments space are targeting that piece of metal that sits in our pockets as a platform for their new solutions.

In the last 18 months the conversation in the financial world may have veered towards crypto-currencies and open banking, but before it becomes clear what impact these or, indeed, biometrics have on the overall landscape, we can be near-on certain that mobile will be central to it all.

As for the evolution of biometrics, fingerprints are already playing a key role in mobile payments processing, but in the future this could be usurped as the most dominant form of biometric payment.

Delving deeper into the Biometrics Institute research it appears facial recognition dominates as the biometric most likely to rise in popularity for businesses over the next few years. That is closely followed by a multimodal – a combination of two or more biometric forms – and then iris.

It’s certainly worth keeping an eye on how this all impacts retail payments in the not-too-distant future.

John Cooke is Founder and MD of Black Pepper Software, an agile software development company specialising in the financial services sector.