Recent studies revealed that 71% of Millennials would rather go to the dentist than listen to their bank. 73% said they would be more excited about new financial service offerings from Google or Apple than from their bank and 1 in 4 said they would rather bank with a tech company than their current bank.
Coupled with the many denial of service banking failures caused by legacy system issues, it’s not surprising that 61% of financial services CIOs see the biggest threat to their digital banking industry coming from outside their own industry.
To try to dig down a level we decided to commission our own survey of Millennials in the US to see how banks are satisfying their banking preferences and dealing with security and fraud concerns.
To summarize the results of the survey, we found that:
– Millennials are demanding reliable, easily accessible banking services with 82% saying they would probably make a banking choice based on the bank’s online services
– 75% of respondents believe their bank’s online services are very secure yet 53% are never prompted to change their password
– 94% of Millennials are unsure where the liability lies if their account is hacked and 93% would change banks in the event the bank did not cover loss of funds due to fraudulent activity.
Clearly, if user experience, security measures and fraud protection are not fully modernized then banks risk losing their customers and customers risk losing everything.
Right now there is a cozy truce regarding fraudulent activity [that leads to financial loss]. In general, the bank will cover the loss, the customer may feel that is enough and the bank’s costs are passed on to all customers through higher fees.
However, fraudulent activity can easily extend beyond the monetary to identity theft and medical fraud and the onus then is most definitely on the customer to clear up the resulting mess. Something that can, and has, taken people many years and much heartache.
Of course, banks are not the only potential source for fraudulent activity. Retailers, even the OPM are leaking data at an alarming rate. That said, we looked at the Efma “Innovation In Retail Banking” study to see where innovation is, and is not, occurring in the retail banking world. Fraud analysis ranked only 5th out of the analytics technologies falling behind such things as sentiment analysis (does our customer love us), customer intelligence and social intelligence. Security was only mentioned in relation to working with startups – is working with a startup going to compromise security?
The bank’s focus on customer experience and sentiment is, of course, to be lauded. But not at the expense of security and fraud protection. We don’t need advanced tools to predict customer sentiment if those two are not fixed and replacing outdated legacy systems is the starting point for ensuring all three aspects are addressed.