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MEF is pleased to introduce this white paper on Mobile Network Solutions for Identity Verification powered by Twilio.  We have surveyed senior individuals in 450 enterprises of varying sizes in key sectors in nine leading geographical markets

Our goals in the survey were to explore why and how enterprises are conducting identity verification, particularly using mobile network solutions for identity  verification.

Three fundamental questions are:

  • What are they doing?
  • What are they dealing with?
  • What are they struggling with?

Cellular data and technology is widely used for identification, verification and authentication and can support the customer and enterprise throughout the customer journey.

Developing a seamless and delightful customer experience (CX) can often run into difficulties, particularly if there are pressures from the CX and fraud teams within the organization.

Friction from identity management can create churn in the enterprise customer base and it is in the enterprise’s best interests to manage this.

There are a myriad of tools and processes for enterprises to deploy and enterprises are looking for trusted partners to support their goals.

There is clear evidence that poorly implemented identification has a material revenue impact, through driving up customer signup abandonment, churn and dissatisfaction with the customer experience, and impacting user acquisition metrics. Ultimately the success of identity management is customer-driven.

There are many potential use cases of value, but enterprises are focusing on the ways that identity management can help improve operational efficiency, as well as providing better insight for product development initiatives. Customer volumes are increasing in all sectors, so solutions need to be highly scalable.

The survey findings suggest many opportunities for supplier-led discussions on the merits of different use cases and technologies.

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