Trends Report

Refine Customer Communication For Strong Customer Authentication Success

Best Practices For Communicating Upcoming Changes To Customer Authentication For Online Payments And Banking In Europe

August 21st, 2019
Paul McKay, VP, Research Director
Paul McKay VP, Research Director
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
Jacob Morgan, null
Jacob Morgan
With contributors:
Benjamin Ensor , Miriam Oesterreich , Kate Pesa , Peggy Dostie

Summary

The European Union's Strong Customer Authentication (SCA) requirements will change how Europeans make online payments and use online banking. In theory, these changes will apply from September 14, 2019, and banks across Europe are beginning to alert customers. In this short presentation, we show examples of communication from banks across Europe and give simple customer communication principles that banks and retailers can adopt.

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