In the latest CEAⁱ customer experience industry research, ClickFox examined behaviors in customer identification (authentication) during web and phone self-service interactions for more than 300 million consumers in the financial services, telecom, utility and insurance industries. Analysis revealed insight into the following:

• How do authentication rates vary across industries?
• What are the best methods of identifying customers?
• How does authentication impact operations costs, performance metrics and customer satisfaction?

Download 'The Impact of Authentication on Customer Experience and Operational Costs' to learn the keys to successful authentication and why a small improvement could mean saving your business $13M annually.