Wealth and Investment Management Barclays Voice Security Service Voice Bio Con – San Francisco – 9 May 2013 Matt Smallman Head of Strategy and Change Wealth and Investment Management Client Experience
Case Study: Passive Authentication at Barclays
Jan 22, 2015
From Voice Biometrics Conference San Francisco (May 8-9, 2013); Matt Smallman, Client Experience Strategy, Architecture and Change, Wealth and Investment Management, Barclays: Hear how one of the largest global banks deploys voice-based authentication in the background, saving time for Advisors and making a better experience for their clients without compromising security.
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Wealth and Investment Management
Barclays Voice Security Service Voice Bio Con – San Francisco – 9 May 2013
Matt Smallman Head of Strategy and Change Wealth and Investment Management Client Experience
Corporate, Investment Banking, Wealth and Investment Management
(CIBWIM)
Retail and Business Banking (RBB)
Inve
stm
ent
Ban
king
Cor
pora
te
Ban
king
Wea
lth a
nd In
vest
men
t M
anag
emen
t
UK
Ret
ail a
nd B
usin
ess
Ban
king
Bar
clay
card
Eur
ope
Ret
ail a
nd
Bus
ines
s B
anki
ng
International, Intermediaries and
Direct
Wealth Management
“ The employee-customer encounter is the crucible where value is created in sales
and service organisations.
” - John Flemming, Chief Scientist for
Marketplace Practice, Gallup
“ Success will be defined by how our stakeholders think and feel about Barclays. It’s about creating an emotional as well as
intellectual connection with them.
” - Anthony Jenkins
Capability
Need
Purpose
How should these services feel?
Support our clients’ emotional, urgent and complex needs
How do we design, build and run our services?
Receive Route Recognise Resolve Review
Hours of service
Language
Location
Match Demand
Telephony
Physical Mail
Secure Mail
Identify Understand Context
Interaction
Authenticate Identify Solution
Colleague
Authorise Execute Solution
Process
Audit Identify Opportunity
Client
Execute Opportunity
0%
5%
10%
15%
20%
25%
30%
0% 5% 10% 15% 20% 25% 30%
Con
veni
ence
Security
Client
Company Colleague
Control
Voice Biometrics 101
� Voice Biometrics –
– Verification
– Identification
� Modes of operation –
– Text Dependant
– Text Independent
� Key Processes
– Enrol
– Verify
Request for Info
Proof of Concept Evaluation Business
Case
Build & Test Friends and Family
Client – Low
Volume Client –
Ramp Up
2012
2011
Extend & Analyse Optimise Extend &
Analyse Optimise
2013
Process Colleagues
Clients Technology
Solution
Eligible Consent Enrol Verify Match Transact
“ If you are not serving the customers you better be serving someone who is.
” - Karl Arbrecht, Co-Founder of Aldi
Thank You [email protected] www.linkedin.com/in/mattsmallman
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