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Customer/user experience versus security in banks

Is customer/user experience often in conflict with security in banks and financial services institutions? Vivek Gupta, CISO at Allahabad Bank, is of the view that it was traditionally believed that enhanced customer/ user experience leads to compromise with security. He tells Banking Frontiers in an interaction that in the recent past, a number of applications / Android based mobile apps with appealing features have taken their way to deliver various BFSI services to the customers. As a recent innovation, these apps are subjected to various security analyses and testing as well as user acceptance testing in test environment with involvement of ultimate users to achieve the twin objectives, says he, adding BHIM UPI, banking sites, password managers, authenticator applications for second factor authentication, mega eCommerce portals like Amazon, Flipkart, Snapdeal, etc, travel and ticket booking sites as well as on mobile apps, have shown regular integration and updation of security and user experience enrichment.

He also feels for the banking sector blockchain technology, use of artificial intelligence and security orchestration would go a long way in delivering products and solutions pertaining to security of financial assets.

– Manoj Agrawal, Group Editor, [email protected]

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