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Conversation Featuring Forrester Research on the State of Omnichannel Authentication

Watch this on-demand webinar in which Lance Hood, TransUnion Senior Director of Omnichannel Authentication and Andras Cser, Forrester’s Principal Analyst for Security and Risk Management, discussed the results of TransUnion’s 2023 State of Omnichannel Authentication survey.

The conversation centered around how call centers (as the most trusted channel for consumers) remain central to delivering high-value brand experiences, why they’re a target for fraudsters and how this contributes to fraud across channels. They also shared strategies to mitigate risk while improving the customer experience and optimize operational costs. In short, this session revealed: 

  • Why most fraudsters start in the call center before committing account takeover fraud online
  • What organizations consider to be top priorities for fraud prevention in the call center
  • Four enhancements that can help improve call center authentication strategies for safe, secure, seamless customer experiences

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