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WHAT IS NEXT FOR FINANCIAL SERVICES? GREAT CX.

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Jeff Woodland, Director of Verticals at Five9

 

The financial services industry has always been behind other sectors when it comes to digital transformation. Ingrained cultures alongside ancient financial institutes with legacy systems are tough cookies to crack. However, due to impacts from changing customer expectations, banks and other financial services companies have had to do a complete 180 on what they once thought was good customer service. Other sectors have revolutionised the customer experience model, and the financial services sector is now following suit.

Many people find it difficult to cope with the stress that comes with managing money. Our world revolves around our finances and is essential to everyday living. Being able to speak with a human when they need to discuss concerns and ask questions can put customers mind at ease. Similarly, receiving easily accessible services on whatever channel a customer chooses can improve the customer journey and build brand loyalty.

Those unable to connect customers through the right channel at the right time may begin to see huge impact on customer service that can be detrimental to reputations.

 

Scale and innovation is essential

Challenger banks like Monzo and Revolut also set a new standard for legacy banks. They offered a different way of banking with digital at the heart and this challenged traditional customer service. As such, traditional banks had to step up. Through scale and innovation, big banks have made significant gains in customer satisfaction over the last decade.

Digital transformation is paying off for financial services but it has also left siloed data and applications which are in need of integration in order to offer the most seamless experience for customers. Technology is essential when it comes to customer experience, but unless it is integrated and connects to all core systems, it cannot deliver its intended value – and may be more costly than it’s worth.

 

AI for everyday

That consumers have grown increasingly comfortable with interacting with smart devices in a natural and conversational manner shows how this tech can be done right. As a result, there has been a huge shift in consumer behaviour over the last few years, with research suggesting that shopping through voice-activated devices in the UK will be worth £3.2bn by 2022. Customers have come to expect virtual assistants at all points of the purchase journey – and financial services is no exception.

Whether it is through an AI chatbot, over SMS or via email, being able to get a quick, 24/7 response to questions helps to put a customer’s mind at ease. IVAs (Intelligent Virtual Assistants), are a prime example. They are automated, self-service applications that offer capabilities similar to human service and support agents but unlike their human counterparts, they just never rest or take holidays. This means that the customer can be looked after and responded to 24/7, offering that seamless experience that they don’t just want but have come to expect. 

The benefit isn’t just for the customer, however. As adoption of IVAs increases in the financial sector, the benefits are ten-fold for businesses too. Being able to offer automated responses to questions, and only having to use agents for bigger queries and complex issues, frees up valuable time for human agents to focus on more urgent customer enquiries. It also reduces average wait times for customers during busy hours, all whilst delivering a more human experience – one that isn’t actually human.

 

Creating seamless experiences

While consumers value speed, convenience and the ability to get quick turnaround answers digitally, for financial services, the telephone is still the most used channel when it comes to dealing with personal matters. This is where human contact and technology have to marry up perfectly in order to give the customer a seamless experience.

Customers want to be able to use digital services for tasks such as getting approval for credit cards or making an online transfer, but when it comes to getting a mortgage or making investments, being able to speak to someone is essential. It sounds simple, but too often businesses get it wrong.

For example, customers can get so far online and then have to speak to an advisor. If they get through to the advisor, they then have to repeat what they have already done online. This can be a huge pain point for customers.

This is where technology should be used to enhance human contact. Being able to provide an advisor with an overview of what the customer has already filled out and completed will help create that all important seamless experience. To get it right, financial services have to focus on the contact centre.

 

Give customers what they want

Now is the time for the contact centre to act as a central “hub” for customers to receive the best experience possible across all channels. Cloud contact centres are more advanced than ever, implementing AI is seeing the industry transform and provide more than the traditional customer services experience.

Those that want to deliver exceptional customer experiences must provide customers with what they want, when they want it. The cloud contact centre is here to deliver integrated services that provide quick, easy, convenient experiences for customers.

 

Business

A lack of training and email security solutions is contributing to a rise in email threats targeting the finance sector.

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Mike Fleck, Senior Director, Sales Engineering at Cyren

 

Email remains the most popular and successful attack vector in the digital landscape, the reason being because it is simply the most commonly used digital communication channel across the globe. On average, over 330 billion emails are sent every day. The sheer volume-and the fact that almost every employee within an organisation uses email- makes this channel a popular target for potential security threats. Finance organisations use email not only for internal communication but also for customer service interactions and marketing. A banking survey in 2021 showed that over 76.8% of users consider email as the primary channel for communicating with banks. That’s why financial institutions are at the frontline of email-driven security risks.

In order to attain more insight into the email threats targeting the financial sector and the potential remedies, we talked to Mike Fleck at Cyren, a leader in enterprise email security solutions.

  1. What do you see as the main reason for the continued increase in successful email threats targeting the financial sector?

Email threats have become much more dynamic over the years.  Although phishing continues to be the most common attack vector in the domain of email threats, the mix of breaches attributed to email attacks has expanded significantly in recent times. In our latest benchmark research, we surveyed 226 organisations that use Microsoft 365 for email. We found that compared to 2019, there was a 71% increase in ransomware-driven email attacks, 44% increase in phishing attacks, and 49% increase in credential compromise attacks. Phishing is no longer the only path for email threats, as attacks are now being driven by multiple sophisticated methods, which evidently leads to more successful threats.

Mike Fleck

The financial sector has always had a red mark on its back to threat actors, mainly because of the highly sensitive information and valuable assets managed by financial organisations. Email serves as the most vulnerable and easily compromised access point for threat actors, which is why the number of email breaches has massively increased over the years. Our research found that the number of email breaches across all organisations has almost doubled each year over the past three years.

Although most organisations are using email client plug-ins for reporting suspicious messages, only 22% of the organisations stated that they analyse all reported messages for malicious content, leaving a major gap in awareness and threat response. Our survey showed that inefficient threat response and a lack of urgency is the most concerning factor for security managers. Threat actors are consciously aware of these shortcomings, which is why they are able to frequently launch successful email attacks targeting the financial sector.

  1. Why is the email channel so appealing for fraudsters, and what are the techniques they use to target financial service organisations in this way?

Historically, email has always been the primary channel for business communication, and as businesses continue to attain cloud-based services, email has become a productive norm for file-sharing and communication. Email channels also integrate easily with any cloud application, facilitating businesses to pursue more productive interactions. There is also the fact that email is accessible to most personnel regardless of their technical ability.

This flexibility and continued dependency on email is also the reason why it is an appealing channel for threat actors. Because email channels are integrated with almost every organisation’s platform, breaching an email allows cybercriminals to backtrack into critical network infrastructure and compromise valuable assets. Most threat actors tend to target the user rather than the system, and email channels are used by almost every employee in a financial organisation regardless of their experience, role, technical awareness, or skills. Therefore, targeting emails allow threat actors to utilize a much wider attack surface.

Another major reason is breaching the email channel is far less complex than breaching secured network endpoints and access firewalls. With techniques like social engineering and phishing, threat actors often don’t have to use significant resources or complex methods to breach employee email accounts. Our research showed that phishing is still the most used technique by attackers; 69% of all email breaches were due to phishing attacks. Other frequent techniques were Microsoft 365 credential compromise (60%), malware (59%), and ransomware (51%).

The means of carrying out these attacks are also easily accessible and available to almost anyone. Threat actors can buy a ransomware kit for as low as $66, and phishing kits are available for as little as $20. So, even the most inexperienced attackers can use such tools to exploit the email accounts of users and gain access to the critical resources of financial organisations.

Simply put, email provides a direct and economical path to the weakest point of every organisation’s cybersecurity program – its people.

  1. How important is proactive security awareness training when it comes to defending against email attacks?

The previous consensus was that email threats thrive on the user’s lack of awareness. Cybersecurity leaders believed that the “last mile” problem of phishing attacks can be solved if employees are able to detect and avoid fraudulent emails. Frequent awareness training is important to help employees stay up to date on evolving email attacks and identify malicious content or messages more easily. Over 99% of organisations offer awareness training, but only one in seven organisations offer training monthly or more frequently.

The dynamics of the attack vectors and techniques change constantly with the emergence of new technologies and vulnerabilities. Without frequent training, employees won’t develop a conscious awareness of email threats. We found that organisations that offer email awareness training every 90 days or more frequently, are less likely to fall victims to phishing, business email compromise (BEC), and ransomware attempts.

Our research also showed a correlation between frequent training and email reporting frequency. Organisations that offer frequent training also experience a high rate of malicious or suspicious email reports – meaning that employees become more conscious and aware of the potential threats. That’s why frequent proactive awareness training is critical for protecting against email attacks. However, organisations need to appreciate that a higher volume of reported emails will result in a higher number of alerts that Security Operations Centre analysts must investigate.

  1. What are the steps you would recommend financial organisations take to implement effective inbox security solutions that bolster their cyber resiliency immediately?

Financial organisations need to act quickly when responding to a potential threat, as even a fractional security breach can cause unprecedented damage to its assets. Organisations are beginning to realise that employees fall victim to these scams because they are busy and distracted – not because they are apathetic or gullible. Also, relying on employees to spot and report suspicious messages is not a complete or efficient solution to the problem. Employees do not consistently report every threat, and what alerts they do generate have a false positive rate of at least 41%. In addition to constant awareness training, organisations must incorporate effective inbox security solutions to increase their cyber resiliency.

When implementing effective inbox security solutions, financial organisations must consider the response and reporting time.  They must choose solutions that can detect threats in real time and automate the response to those threats for quick remediation.

An effective approach for financial leaders is to invest in automated solutions that can detect and remove social engineering threats in real time. Automated inbox security solutions can continuously scan inbound and outbound email folders, including their contents such as URLs and web pages. Such solutions can detect and report anomalies, resulting in real-time detection. Automated threat response solutions can strengthen the built-in security capabilities of the email gateway, such as Microsoft 365 Defender. Combining automated solutions with the existing threat response framework can optimise the response process and significantly reduce the time and cost of threat investigation.

 

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Finance

Main Factors Accelerating API Security Risks in Financial Services

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By: Yaniv Balmas, VP of research at Salt Security

 

The API ecosystem is exploding and nowhere has API delivery accelerated as much or as fast as in financial services. Leveraging APIs, financial services organisations can innovate and quickly bring to market unique customer experiences and services. While more than three-fourths of software developers say API development is or will be a top business priority, the figure is even higher in financial services – topping all other industries at more than 80%.

Because successful attacks are so lucrative against financial institutions, they have always been a top target. The growth of the API economy has made the financial sector an even bigger target, which is why minimising API security risks has become the top priority.

Four factors are driving the urgent need for better API security in financial services:

  • API usage in financial services is increasing
  • API attacks threaten digital transformation initiatives
  • API security incidents hurt customer trust
  • Traditional security solutions don’t protect APIs

API Usage Will Increase Even More

In financial services, the high-growth trajectory of APIs will continue to rise. With each use case and new service, the number of APIs in a typical financial services company grows ever higher.

APIs provide the required data connection to support today’s mobile financial applications and peer-to-peer payment systems. APIs are at the center of open banking. APIs enable financial services companies to standardise how they connect and exchange data, allowing consumer financial information to be instantly shared across organizations and third-party service providers. With different partners and technology suppliers, API connections are being continuously added to the financial ecosystem.

For financial services, that means even more APIs and a continuously growing attack surface that must be adequately protected.

API Attacks Threaten Key Business Initiatives

Open banking gives consumers more choices and convenience to address their financial needs. It also increases competition across the financial services industry and generates new revenue avenues. In addition, open banking provides more traditional financial institutions the opportunity to compete with faster-moving fintech companies.

Moreover, in financial services, Covid has hastened the adoption of digital transformation, including mobile and remote banking. In a pandemic-mandated stay at home world, consumers made their needs clear. They want integrated services and the ability to connect their financial lives when and where they desire. This requires banks and other finance companies to roll out new capabilities or risk becoming obsolete and losing customers and revenue.

Digitalisation has become a critical business initiative and is increasingly important in financial services. However, without the ability to protect the data being used within these services, financial organisations lose that opportunity entirely. Financial data breaches can cost the business in lost revenue from new opportunities and cause irreparable harm to an organisation’s brand.

Just a single API attack has the potential to wipe out all the gains made from an organisation’s digital transformation.

API Security Incidents Damage Consumer Trust

In financial services, the costs of lost trust can be high. Salt Labs, the research arm of Salt Security, provides ongoing API vulnerability research. In its latest report, Salt Labs uncovered a server-side request forgery (SSRF) flaw on a large fintech platform that provides a wide range of digital banking services to hundreds of banks and millions of customers.

The vulnerability had the potential to compromise every user account and transaction data served by its customer banks. Imagine the leaking of customers’ banking details and financial transactions and users’ personal data or, worse, unauthorised funds transfers into the attackers’ bank accounts.

None of these nightmares came to be, because Salt Labs found the problem before a bad actor did, and all issues have been remediated. But this type of exploit, had it occurred, would have likely caused irreparable reputational damage – not to mention financial losses, theft, and fraud.

The nature of financial services applications is to exchange sensitive financial and customer data, making APIs a high-stakes asset requiring protection.

Traditional Solutions Don’t Deliver Adequate API Protection

Most financial services companies have sophisticated runtime security stacks with multiple layers of security tools, such as bot mitigation, WAFs, and API gateways. These traditional tools provide foundational security capabilities and protection for traditional applications; however, they lack the context needed to identify and stop attacks that target the unique logic of each API.

Attacker activity looks like normal API traffic to traditional tools, such as WAFs, API gateways and other proxy-based solutions. The architecture limits them to inspecting transactions one at a time, in isolation, and beyond rate-limiting. They also depend on signatures to detect well-known attack patterns. If the transaction does not match a known attack signature, the WAF will send it through. Since each API is unique with unique vulnerabilities, signatures cannot help prevent API attacks.

API security requires big data to capture all API traffic and artificial intelligence (AI) and machine learning (ML) to continuously analyse the large volumes of API traffic. Without continuous analysis of API traffic, you cannot understand normal behaviour for each unique API and gain the context required to pinpoint attackers.

In addition, while open banking defines standards around how APIs should be structured to enable predictable integrations and communications, open banking provides no standard to meet the majority of API security requirements. Moreover, basic controls, such as authentication, authorisation, and encryption, fall short of meeting API security challenges.

API Security at the Forefront for Financial Services

APIs have become essential for financial services to meet changing consumer expectations and innovate to remain competitive. At the same time, APIs are now the most frequent attack vector. In the past 12 months, 95% of organisations experienced an API security incident, and API attack traffic grew 681% – more than twice as fast as overall API usage traffic.

Therefore, financial services organisations must put API security at the forefront to protect this growing attack surface. To do so requires dedicated API security tooling for the entire API lifecycle that provides continuous attack surface visibility, early attack prevention, and automated insights for continuous API improvement.

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