case study: passive authentication at barclays

Wealth and Investment Management

Barclays Voice Security Service Voice Bio Con – San Francisco – 9 May 2013

Matt Smallman Head of Strategy and Change Wealth and Investment Management Client Experience

Corporate, Investment Banking, Wealth and Investment Management

(CIBWIM)

Retail and Business Banking (RBB)

Inve

stm

ent

Ban

king

Cor

pora

te

Ban

king

Wea

lth a

nd In

vest

men

t M

anag

emen

t

UK

Ret

ail a

nd B

usin

ess

Ban

king

Bar

clay

card

Eur

ope

Ret

ail a

nd

Bus

ines

s B

anki

ng

International, Intermediaries and

Direct

Wealth Management

“ The employee-customer encounter is the crucible where value is created in sales

and service organisations.

” - John Flemming, Chief Scientist for

Marketplace Practice, Gallup

“ Success will be defined by how our stakeholders think and feel about Barclays. It’s about creating an emotional as well as

intellectual connection with them.

” - Anthony Jenkins

Capability

Need

Purpose

How should these services feel?

Support our clients’ emotional, urgent and complex needs

How do we design, build and run our services?

Receive Route Recognise Resolve Review

Hours of service

Language

Location

Match Demand

Telephony

Email

Physical Mail

Secure Mail

Identify Understand Context

Interaction

Authenticate Identify Solution

Colleague

Authorise Execute Solution

Process

Audit Identify Opportunity

Client

Execute Opportunity

0%

5%

10%

15%

20%

25%

30%

0% 5% 10% 15% 20% 25% 30%

Con

veni

ence

Security

Client

Company Colleague

Control

Voice Biometrics 101

�  Voice Biometrics –

– Verification

–  Identification

�  Modes of operation –

– Text Dependant

– Text Independent

�  Key Processes

– Enrol

– Verify

Request for Info

Proof of Concept Evaluation Business

Case

Build & Test Friends and Family

Client – Low

Volume Client –

Ramp Up

2012

2011

Extend & Analyse Optimise Extend &

Analyse Optimise

2013

Process Colleagues

Clients Technology

Solution

Eligible Consent Enrol Verify Match Transact

“ If you are not serving the customers you better be serving someone who is.

” - Karl Arbrecht, Co-Founder of Aldi

Thank You matt.smallman@barclays.com www.linkedin.com/in/mattsmallman