Customer experience

The challenge in automating cross-selling to customers online is figuring out how to integrate with the core banking platform.

By intelligently applying friction, where the entry of a PIN or a swipe of the screen can be used to correlate against known data, we can better prove that the correct user made the transaction and avoid the costs and disruption associated with fraud and disputed claims, writes Zia Hayat, CEO of Callsign.

"Banks should be investing in innovation in this area or risk getting left behind," a fintech CEO warns.

The move from standard to real-time transactions adds another layer of complexity and creates further opportunities for fraudsters. Quicker transaction times increase the chances of fraudulent transactions going undetected, writes David Worthington, vice president of payments at Rambus.

Businesses are tasked with carrying too much of the burden of protecting customers' personal information, and typically turn to Social Security numbers. The advent of self-sovereign identity may give consumers a chance to reclaim control over their data and how it’s used, Finicity's Nick Thomas writes.

TIAA has recruited Lori Fouché to serve as CEO of retail and institutional financial services.

Tencent Holdings Ltd. is working with the Chinese government to create an electronic pass system that smooths travel between Hong Kong, Macau and the southern province of Guangdong.

Talking with Shari Van Cleave, head of Wells Fargo Digital Labs; Citizens Financial makes a big move in mortgages in purchasing Franklin American; a rewards blockchain could give Amex access to a wealth of customer data; and more from this week's most-read stories.

Unless near zero-friction identity security is embraced, connected devices cannot be used for payments in a substantial way, according to Xavier Larduinat, manager for innovation at Gemalto.