Digitization of the customer journey is a top priority for Dutch companies

Experian presents its sixth annual Global Identity & Fraud Report. In it, Experian shares insight into how the use of technology helps to improve the customer experience. The report also examines the importance of anti-fraud measures to protect consumers as they deal with more and more aspects of their lives online. Many consumers today manage their personal finances online, and shopping also takes place mostly online. Consumer online consumption has increased over the past three months and this trend is expected to continue.

Global Identity & Fraud Report shows that two thirds of Dutch companies consider improving the online customer journey as their highest priority. However, many of the same companies are lagging behind in the digitization of the customer journey. For example, less than a third of Dutch companies are improving their AI models, compared to almost 50 percent in Denmark and Norway.

As consumers know more and more about the digital world, they are also more concerned about Internet fraud. About 80 percent of Dutch consumers are moderate to very concerned about the risk of fraud during their online activities. It can be compared to neighboring countries such as Germany and Denmark. Meanwhile, only 57 percent of Dutch companies believe that their customers see security as a top priority when they are active online.

82 percent of Dutch consumers surveyed have never been exposed to online scams. Nevertheless, security (80%) and privacy (82%) are still the two most important aspects when it comes to the online experience in the Netherlands. In addition, Dutch consumers have more confidence in shopping online with companies they trust. In the Netherlands, e-commerce companies, banks, credit card companies and fintech companies are the most trusted in their approach to online security issues and fraud cases. If a brand consistently delivers a positive digital experience, consumers will trust that the organization will protect their data and minimize the risk of fraud, regardless of company size.

Experian’s research also shows that consumers and businesses differ greatly when it comes to recognizing the identity of online customers. 64 percent of Dutch consumers find it very important or extremely important that a company can identify them during repeated online sessions. In contrast, less than a third (30%) of Dutch companies consider it a priority to be able to identify customers repeatedly. This can have an impact on the overall customer experience.

“It is a shared responsibility of consumers and businesses to ensure a safe and reliable online experience. Consumers must be aware of the risks they run online and adhere to good cyber hygiene,” said Veronica Flyckt, Director of Experian Holland. solutions to bring together recognition, fraud prevention and customer experience on one platform, enabling them to prepare for changing risks and improve customer journey. “

Additional Dutch results from this year’s Global Identiy & Fraud Report include:

– Consumers are convinced that companies are taking action to address online security issues. For example, most consumers in the Netherlands have experience with password protection and multi-factor authentication on sites they frequently visit.

– AI seems to be increasingly acquired in the daily life of the digital consumer. Nevertheless, consumers in the Netherlands and Denmark have the least confidence in artificial intelligence in EMEA. In addition, consumers in Norway, the Netherlands and Denmark rely on interactions with humans rather than interactions with AI technology (such as a chatbot) when online.

– In the EMEA region, online banking is most popular among consumers in Norway (almost 90%), followed by consumers in the Netherlands (85%).

– Although the Dutch have distrust of certain online activities and emphasize security, there are still many people who shop online and do their banking with online suppliers / companies they trust.

“A balance must be struck between customer protection on the one hand and a hassle-free digital experience on the other. Experian is committed to supporting companies with innovative solutions so that they can respond quickly to changes in customer journey and thereby prevent identity fraud,” concludes Fled.

The full Global Identity & Fraud Report can be downloaded here: https://bit.ly/GIDFR22

Editor’s note:
For the study, Experian surveyed more than 6,000 consumers and nearly 1,900 companies from 20 countries in Australia, Brazil, China, Colombia, Denmark, Germany, India, Indonesia, Ireland, Italy, Malaysia, the Netherlands, Norway, Peru, Singapore, South Africa, Spain, Great Britain and the United States. Interviews with consumers from Brazil, Germany, the United Kingdom and the United States were also included.

Experian’s identity and fraud department consists of more than 300 fraud experts around the world. Together, they protect people’s identities and fight corporate fraud across a range of industries, including financial services, telecommunications, retail / e-commerce, insurance, government and healthcare.

About Experian
Experian is the largest provider of information services in the world. In life’s big moments – from buying a house or a car, sending a child to school to developing a business by attracting new customers – we give consumers and our customers the opportunity to share their data with managing trust. We help individuals access financial services, companies make smarter decisions and thrive, lenders take more responsibility, and organizations prevent identity theft and crime.

We have 20,600 employees in 43 countries and invest daily in new technology, talented people and innovations. We do this to help our customers get the most out of every opportunity. We are listed on the London Stock Exchange (EXPN) and are included in the FTSE 100 index.

This article is a submitted message and is not the responsibility of the editors.

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