TECH TALK: FORRESTER RESEARCH & BENNY

Fostering trust from the very start

Onboarding is often a customer’s first meaningful interaction with a financial brand—and it can make or break the relationship. For many institutions, however, it's also one of the hardest things to get right, requiring a delicate balance of speed, security, and ease. Doing so successfully means fast-tracking trusted users, while applying precise friction where necessary to foster trust.

The result is an intuitive onboarding experience that provides value in exchange for data and leans into smart signals like mobile carrier data and device IDs to quietly surface risk—without putting up unnecessary roadblocks for good users.

Plaid Product Marketing Lead Catherine Shugrue spoke with Alyson Clarke, Principal Analyst at Forrester Research, and Rishi Ahuja, Co-Founder and CEO of Benny, about how to get onboarding right, from reducing dropoff with remembered experiences, to focusing on metrics, to participating in fraud consortiums that drive better outcomes for all.