Biometrics

Biometrics are seen as the future of authentication, but some customers hesitate to ditch old ways. Picking the most practical pain points — like authenticating over the phone — is banks' best bet to win converts, observers say.

Authentication methods meant to keep cybercriminals from taking over accounts can also lock out legitimate users. This old dilemma is growing more vexing as cybercriminals get better at impersonating customers and as regulators increasingly push multifactor authentication.

Banks have a lot of work to do to modernize branches and keep their technology on par with other businesses' digital tools. Here are some ideas worth borrowing from retailers, restaurants and consumer electronics makers if banks haven't adopted them already, says appointment-software firm Financial Management Solutions.

Customer expectations for digital are a moving target, and banks and their vendors are quickly trying to figure out which products and services to add next.

To identify fintech startups deserving of special recognition this year as part of the FinTech Forward program, a team of American Banker editors, BAI staff and industry members debated the merits of self-nominees and companies we know.

First Internet Bank is pioneering eye-vein recognition to let customers log in to its mobile app, hoping consumers' distinct concerns about this form of biometric authentication fade away.

Fiserv has agreed to use Fujitsu's handprint-scanning system for fraud prevention in its account-processing product.

Some critics see banks' innovation labs as wasteful, unapplied research, but Wells Fargo has embraced the trend by establishing six such labs, a so-called accelerator program and now an innovation group. The bank's Steve Ellis explains its rationale.