OPEN Road to the Future

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1 Erika Gallo Director of Payments Risk Management ACI Worldwide Addressing Fraud and Security in a Retailer Omni-Channel Strategy

2 ACI Omni-Channel Fraud Survey - Preview Multinational research on retailer omni-channel fraud management practices Survey conducted by Forrester Respondents from US, UK, Germany, Italy, Netherlands Full research and report available from ACI in May

3 Omni-Channel Multi-Channel Web Consumer Social Mobile Consumer Call Store Web Mobile Center Store Call Center Social

4 Base Omni-Channel Architecture Consumer Store Web Call Center Mobile Payment OMS Fraud Screen Distribution Center 1 Fulfillment Consumer Funds Distribution Center 2

5 Buy In-Store, Checkout in Store Consumer Store Web Call Center Mobile Payment OMS Fraud Screen Distribution Center 1 Fulfillment Consumer Funds Distribution Center 2

6 Buy on Online Pick up in Store Consumer Store Web Call Center Mobile Payment OMS Fraud Screen Distribution Center 1 Fulfillment Consumer Funds Distribution Center 2

7 Buy Online Split Shipments Consumer Store Web Call Center Mobile Payment OMS Fraud Screen Distribution Center 1 Fulfillment Distribution Center 2 Consumer Funds

8 Respondents S9. Which title best describes your position at your organization? Base: 170 US and European retail fraud management decision-makers Source: commissioned study conducted by Forrester Consulting on behalf of ACI, March

9 Most retailers have fraud management programs in place for all selling channels 9

10 Different fraud capabilities for CP and CNP channels - only 36% use real-time analysis for CNP channels 10

11 Respondents say they have the capabilities to identify and track customers across channels 11

12 ? Top challenges: the quickly changing nature of fraud, data protection issues Base: 170 US and European retail fraud management decision-makers 12

13 Top challenges: Omni-channel data aggregation and the increasing number of payment options Base: 170 US and European retail fraud management decision-makers 13

14 Most needed capabilities for omni-channel fraud management: Real-time interdiction and easy to use tools 14

15 Most needed capabilities: More IT resources, more advanced tools 15

16 Summary of Findings 60% of respondents say that they have a cross-channel fraud management strategy in place. Only 46% have consolidated fraud management across channels to date, but most plan to do so in the near future. Omni-channel data aggregation and the increasing number of payment options present pressing challenges to retailers fraud management programs. The quick changing nature of fraud and data protection issues are more general challenges that prevent retailers from effective fraud management. Real-time interdiction and easy to use tools are the most needed capabilities, while successful omni-channel fraud management also requires close support from the IT organization. Retailers need more IT resources, more advanced tools to operate effective omni-channel fraud management.

17 Thank You! Erika Gallo Director of Payments Risk Management Certified ecommerce Fraud Professional For a copy of the ACI Omni-channel Fraud Management research to be released in May, visit

18 Post-EMV Migration of Card Fraud Based upon trends in other regions and taking into account the uniqueness of the US market we expect sharp rises in card not present fraud, application fraud, and account takeover fraud in the coming years. MEETS THE CHALLENGE OF CHANGE Confidential