Before the pandemic, banks were slowly embracing innovation and integrating new technologies. But that gradual, comfortable pace was upended by the pandemic. Banks were forced to shutter branches, while never-digital customers shifted to digital-first behaviors.

This trend is here to stay. Many customers expect to access all banking services on their smartphone and don’t anticipate visiting a bank branch at all.

As customers shift to digital only channels, how can banks deliver a high level of customer service, provide guidance on the right products and services, and at the same time manage the financial crime risks of opening accounts with people they will likely never have a face-to-face interaction with?

Are fraud risks really higher with digital banking? Get answers to these questions and many others in this conversation with Brian Ferro, Director of AML with Feedzai.