The document summarizes the results of a global survey conducted in 17 countries on consumer fraud. Some key findings include: - 1 in 4 cardholders experienced fraud in the past 5 years globally. Fraud rates varied significantly by country. - Speed of response, reimbursement, and card replacement were the biggest factors in customers' satisfaction with how financial institutions handled fraud cases. - After fraud incidents, many consumers exhibited "back of wallet" behavior like using cash instead of cards, or using replacement cards less than original cards. - Risky consumer behaviors like writing down PINs or throwing out statements were still common in some regions.

1. Global Consumers React to Rising
Fraud: Beware Back of Wallet
Confidential
ACI Worldwide & Aite Group
14 November 2012

2. Agenda
About the Speakers
Research Approach
2012 Research Results
• Global
• The Americas
• EMEA
• Asia Pacific
• Year-to-year Comparisons
• Key Trends
• Recommendations
Questions & Answers
14 November 2012 2Confidential

3. Today’s Speakers
14 November 2012 Confidential 3
Mike Braatz
SVP & Product Line Manager
Shirley Inscoe
Senior Analyst

4. Research Methodology
• Q3 2012 survey of 5,223 consumers (over 300 per country)
• The study was conducted in a total of 17 countries across the
following regions:
– The Americas (North and South America): Brazil, Canada, Mexico, and
the United States
– EMEA (Europe, the Middle East, and Africa): France, Germany, Italy,
the Netherlands, South Africa, Sweden, the United Arab Emirates, and the
United Kingdom
– Asia-Pacific: Australia, China, India, Indonesia, and Singapore
14 November 2012 Confidential 4

5. Research Key Takeaways
• Financial institutions risk losing customers who experience
fraud
• Consumers fear identity theft
• Some consumers continue to exhibit risky behaviors which
could lead to fraud
• Consumers have a strong desire to partner with financial
institutions for fraud prevention
14 November 2012 Confidential 5

6. 2012 Research Results
14 November 2012 Confidential 6

7. ©2012
Aite
Group
LLC.
7
Agenda
• 2012
Research
Results
• Global
• The
Americas
• EMEA
• Asia
Pacific
• Year-­‐to-­‐year
Comparisons
• Key
Trends
• RecommendaEons

8. ©2012
Aite
Group
LLC.
8
Global
fraud
rates
by
country
12%
12%
13%
18%
20%
24%
25%
25%
26%
31%
33%
34%
36%
36%
37%
42%
44%
Sweden
The Netherlands
Germany
Indonesia
France
Italy
Canada
South Africa
Singapore
Australia
Brazil
United Kingdom
China
The U.A.E.
India
United States
Mexico
Percentage of Respondents Who Have Experienced Card Fraud
(N=5,114)
1 in 4 cardholders (27%) experienced fraud in the past five years.
Source: Aite Group, ACI Worldwide study of 5,223 consumers in 17 countries, Q3 2012

9. ©2012
Aite
Group
LLC.
9
Credit
card
fraud
rates
by
country
37%
37%
33%
31%
30%
30%
27%
27%
23%
22%
20%
19%
18%
14%
11%
10%
8%
United States
Mexico
The U.A.E.
United Kingdom
Brazil
Australia
China
India
Singapore
Italy
South Africa
Canada
France
Indonesia
Sweden
Germany
The Netherlands
Q. Have you experienced fraud on your credit card in the past 5 years?
(N=5,114)
Source: Aite Group, ACI Worldwide study of 5,223 consumers in 17 countries, Q3 2012

10. ©2012
Aite
Group
LLC.
10
Debit
card
fraud
rates
by
country
25%
24%
21%
20%
17%
17%
13%
12%
12%
11%
11%
11%
10%
9%
9%
8%
6%
Mexico
China
India
United States
United Kingdom
Brazil
Canada
France
South Africa
Singapore
The U.A.E.
Sweden
Italy
Australia
The Netherlands
Indonesia
Germany
Q. Have you experienced fraud on your debit card in the past 5 years?
(N=5,114)
Source: Aite Group, ACI Worldwide study of 5,223 consumers in 17 countries, Q3 2012

11. ©2012
Aite
Group
LLC.
11
Prepaid
card
fraud
rates
by
country
Country
(N=5,114)
Experienced
fraud
during
past
5
years
India
19%
China
16%
Mexico
10%
Italy
9%
Brazil
7%
Singapore
6%
The
U.A.E.
6%
United
States
5%
Indonesia
4%
South
Africa
4%
Germany
3%
Sweden
3%
France
3%
Australia
2%
Canada
2%
United
Kingdom
1%
The
Netherlands
1%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

12. ©2012
Aite
Group
LLC.
12
Agenda
• 2012
Research
Results
• Global
• The
Americas
• EMEA
• Asia
Pacific
• Year-­‐to-­‐year
Comparisons
• Key
Trends
• RecommendaEons

13. ©2012
Aite
Group
LLC.
13
Sa@sfac@on
levels
and
aBri@on
15%
10%
37%
56%
12%
7%
27%
15%
United States Canada Mexico Brazil
Q. How happy were you with the treatmentfrom your card provider after
experiencing fraud, and did you change providers?
(n=431)
Unhappy with treatment from card provider
Changed card providersafter experiencing fraud

14. ©2012
Aite
Group
LLC.
14
Sa@sfac@on
level
factors
-­‐
the
Americas
Q.
What
is
the
main
factor
that
influenced
how
happy
you
were
with
your
financial
institution?
(n=431)
Speed
with
which
FI
identified
the
fraud
and
brought
it
to
my
attention
Speed
with
which
FI
replaced
my
card
Speed
with
which
FI
reimbursed
my
money
How
easy
it
was
to
notify
my
FI
of
the
issue
and
get
reimbursed
I
was
happy
with
all
aspects
of
treatment
from
my
FI
I
was
not
at
all
happy
with
the
treatment
from
my
FI
Brazil
23%
7%
29%
19%
8%
14%
Canada
43%
14%
10%
10%
20%
3%
Mexico
17%
6%
12%
24%
17%
24%
United
States
37%
9%
14%
12%
26%
2%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

15. ©2012
Aite
Group
LLC.
15
Back
of
wallet
behavior
–
the
Americas
Q.
After
you
experienced
fraud,
did
you
use
cash
or
an
alternate
payment
method
rather
than
your
card?
(n=431)
Yes,
in
all
situations
Yes,
but
only
in
some
situations
Used
cash
instead
of
my
debit
card,
but
not
instead
of
my
credit
card
No
Brazil
15%
42%
4%
39%
Canada
3%
31%
5%
61%
Mexico
12%
56%
3%
29%
United
States
7%
37%
2%
54%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

16. ©2012
Aite
Group
LLC.
16
Replacement
cards
–
the
Americas
Q.
As
a
result
of
the
data
breach
or
fraud,
did
you
use
the
replacement
card
less
than
the
original
card?
(n=277)
Yes
No
Brazil
56%
44%
Canada
24%
76%
Mexico
63%
37%
United
States
33%
67%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

17. ©2012
Aite
Group
LLC.
17
Risky
consumer
behavior
-­‐
Americas
Q.
Which
of
these
actions
have
you
taken
in
the
past
5
years?
(n=1,224)
Brazil
Canada
Mexico
United
States
Made
a
note
of
PIN
and
carried
it
with
me
or
kept
it
with
my
card
16%
4%
9%
7%
Thrown
bank
statements
or
ATM
receipt
in
the
trash
45%
25%
36%
23%
Used
online
banking
or
Internet
shopping
without
security
software
or
on
a
public
computer
22%
6%
20%
13%
Responded
to
emails
or
calls
asking
for
bank
details
8%
3%
7%
6%
Not
used
the
auto
lock
feature
on
my
mobile
phone
21%
11%
17%
18%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

18. ©2012
Aite
Group
LLC.
18
Preferred
contact
method
-­‐
Americas

19. ©2012
Aite
Group
LLC.
19
Fraud
educa@on
–
the
Americas
Q.
Has
your
financial
institution
provided
any
guidance
or
tips
for
anti-­‐fraud?
(n=1,224)
Brazil
Canada
Mexico
United
States
Yes,
I've
received
emails
from
them
with
anti-­‐fraud
information
15%
15%
14%
19%
Yes,
I've
received
mail
from
them
with
anti-­‐fraud
information
15%
13%
5%
22%
Yes,
I've
seen
this
on
my
financial
institution's
website
25%
17%
14%
13%
Don't
recall
receiving
any
anti-­‐fraud
information
from
my
financial
institution
42%
52%
65%
43%
Not
applicable
3%
3%
2%
3%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

20. ©2012
Aite
Group
LLC.
20
Agenda
• 2012
Research
Results
• Global
• The
Americas
• EMEA
• Asia
Pacific
• Year-­‐to-­‐year
Comparisons
• Key
Trends
• RecommendaEons

21. ©2012
Aite
Group
LLC.
21
Sa@sfac@on
levels
and
aBri@on
57%
45%
37%
28% 26%
21% 20%
13%15%
27% 26%
13%
9% 10% 12%
9%
Italy The U.A.E. Germany S. Africa The
Netherlands
U.K. France Sweden
Q. How happy were you with the treatmentfrom your card provider after
experiencing fraud, and did you change providers?
(n=519)
Were unhappywith treatment from card provider
Changed fraud providersafter experiencing fraud

22. ©2012
Aite
Group
LLC.
22
Sa@sfac@on
level
factors
-­‐
EMEA
Q.
What
is
the
main
factor
that
influenced
how
happy
you
were
with
your
financial
institution?
(n=533)
Speed
with
which
FI
identified
the
fraud
and
brought
it
to
my
attention
Speed
with
which
FI
reimbursed
my
money
Speed
with
which
FI
replaced
my
card
How
easy
it
was
to
notify
my
FI
of
the
issue
and
get
reimbursed
I
was
happy
with
all
aspects
of
treatment
from
my
FI
I
was
not
at
all
happy
with
the
treatment
from
my
FI
France
32%
18%
13%
17%
13%
7%
Germany
24%
13%
29%
10%
16%
8%
Italy
32%
23%
11%
9%
3%
22%
The
Netherlands
31%t
26%
9%
11%
14%
9%
South
Africa
19%
20%
8%
17%
27%
9%
Sweden
30%
22%
11%
16%
16%
5%
The
U.A.E.
27%
21%
17%
11%
8%
16%
United
Kingdom
37%
30%
9%
10%
13%
1%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

23. ©2012
Aite
Group
LLC.
23
Back
of
wallet
behavior
-­‐
EMEA
Q.
After
you
experienced
fraud,
did
you
use
cash
or
an
alternate
payment
method
rather
than
your
card?
(n=533)
Yes,
in
all
situations
Yes,
in
some
situations
No
Used
cash
instead
of
debit
card,
but
not
credit
card
France
13%
25%
60%
2%
Germany
18%
32%
45%
5%
Italy
15%
35%
44%
6%
The
Netherlands
3%
14%
83%
0%
South
Africa
15%
36%
45%
4%
Sweden
5%
33%
62%.
0%
The
U.A.E.
12%
45%
41%
2%
United
Kingdom
9%
30%
58%
3%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

24. ©2012
Aite
Group
LLC.
Page
24
Replacement
cards
-­‐
EMEA
Q.
As
a
result
of
the
data
breach
or
fraud,
did
you
use
the
replacement
card
less
than
the
original
card?
(n=322)
Yes
No
France
25%
75%
Germany
36%
64%
Italy
34%
66%
The
Netherlands
33%
67%
South
Africa
51%
49%
Sweden
26%
74%
The
U.A.E.
40%
60%
United
Kingdom
38%
62%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

25. ©2012
Aite
Group
LLC.
25
Risky
consumer
behaviors
–
EMEA
Q.
Which
of
the
following
have
you
done
in
the
past
5
years?
(n=2,442)
France
Germany
Italy
The
Nether
-­‐lands
South
Africa
Swe-­‐
den
The
U.A.E.
U.K.
Made
a
note
of
PIN
and
carried
it
with
you
or
kept
it
with
your
card
3%
10%
17%
2%
12%
9%
14%
12%
Thrown
bank
statements
or
ATM
receipt
in
the
trash
33%
15%
32%
14%
58%
43%
41%
16%
Used
online
banking
or
Internet
shopping
without
security
software
or
on
a
public
computer
10%
14%
19%
3%
17%
14%
24%
8%
Responded
to
emails
or
calls
asking
for
bank
details
4%
5%
4%
3%
5%
4%
12%
3%
Not
used
the
auto
lock
feature
on
my
mobile
phone.
13%
16%
19%
16%
27%
25%
24%
23%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

26. ©2012
Aite
Group
LLC.
26
Preferred
contact
methods
-­‐
EMEA

27. ©2012
Aite
Group
LLC.
27
Fraud
educa@on
-­‐
EMEA
Q.
Has
your
financial
institution
provided
any
guidance
or
tips
for
anti-­‐
fraud?
(n=2,442)
France
Germany
Italy
The
Nether-­‐
lands
South
Africa
Swe-­‐
den
The
U.A.E.
U.K.
Yes,
I've
received
email
from
them
with
anti-­‐fraud
information
11%
11%
14%
17%
43%
6%
47%
18%
Yes,
I've
received
mail
from
them
with
anti-­‐fraud
information
12%
20%
13%
14%
7%
6%
10%
20%
Yes,
I've
seen
this
on
my
financial
institution's
website
19%
19%
16%
30%
30%
40%
19%
21%
Don't
recall
receiving
any
anti-­‐fraud
information
from
my
financial
institution
53%
39%
54%
31%
19%
43%
22%
38%
Not
applicable
5%
11%
3%
8%
1%
5%
2%
3%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

28. ©2012
Aite
Group
LLC.
28
Agenda
• 2012
Research
Results
• Global
• The
Americas
• EMEA
• Asia
Pacific
• Year-­‐to-­‐year
Comparisons
• Key
Trends
• RecommendaEons

29. ©2012
Aite
Group
LLC.
29
Sa@sfac@on
levels
and
aBri@on
63% 60%
55%
50%
14%
45%
41% 40%
45%
3%
Indonesia India Singapore China Australia
Q. How happy were you with the treatmentfrom your card provider after
experiencing fraud, and did you change providers?
(n=445)
Unhappy with treatment from card provider Changed card providersafter experiencing fraud

30. ©2012
Aite
Group
LLC.
30
Sa@sfac@on
level
factors
-­‐
APAC
Q.
What
is
the
main
factor
that
influenced
how
happy
you
were
with
your
financial
institution?
(n=445)
Speed
with
which
FI
identified
the
fraud
and
brought
it
to
my
attention
Speed
with
which
FI
replaced
my
card
Speed
with
which
FI
reimbursed
my
money
How
easy
it
was
to
notify
my
FI
of
the
issue
and
get
reimbursed
I
was
happy
with
all
aspects
of
treatment
from
my
FI
I
was
not
at
all
happy
with
the
treatment
from
my
FI
Australia
29%
19%
9%
15%
25%
3%
China
25%
17%
12%
27%
8%
11%
India
31%
19%
26%
3%
8%
13%
Indonesia
34%
12%
12%
26%
14%
2%
Singapore
29%
35%
8%
9%
9%
10%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

31. ©2012
Aite
Group
LLC.
31
Back
of
wallet
behavior
-­‐
APAC
Q.
After
you
experienced
fraud,
did
you
use
cash
or
an
alternate
payment
method
rather
than
your
card?
(n=445)
Yes,
in
all
situations
Yes,
in
some
situations
No
Used
cash
instead
of
debit
card,
but
not
credit
card
Australia
6%
34%
58%
2%
China
16%
50%
27%
7%
India
25%
52%
17%
6%
Indonesia
12%
68%
14%
6%
Singapore
8%
45%
45%
2%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

32. ©2012
Aite
Group
LLC.
32
Replacement
cards
-­‐
APAC
Q.
As
a
result
of
the
data
breach
or
fraud,
did
you
use
the
replacement
card
less
than
the
original
card?
(n=259)
Yes
No
Australia
37%
63%
China
73%
27%
India
73%
27%
Indonesia
78%
22%
Singapore
51%
49%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

33. ©2012
Aite
Group
LLC.
33
Risky
consumer
behaviors
-­‐
APAC
Q.
Which
of
the
following
have
you
done
in
the
past
5
years?
(n=1,557)
Australia
China
India
Indonesia
Singapore
Made
a
note
of
PIN
and
carried
it
with
me
or
kept
it
with
my
card
6%
21%
26%
17%
11%
Thrown
bank
statements
or
ATM
receipt
in
the
trash
28%
51%
45%
39%
50%
Used
online
banking
or
Internet
shopping
without
security
software
or
on
a
public
computer
10%
30%
32%
20%
22%
Responded
to
emails
or
calls
asking
for
bank
details
4%
13%
23%
16%
13%
Not
used
the
auto
lock
feature
on
my
mobile
phone
19%
26%
24%
23%
23%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

34. ©2012
Aite
Group
LLC.
34
Preferred
contact
method
-­‐
APAC

35. ©2012
Aite
Group
LLC.
Page
35
Fraud
educa@on
-­‐
APAC
Q.
Has
your
financial
institution
provided
any
guidance
or
tips
for
anti-­‐fraud?
(n=1,557)
Australia
China
India
Indonesia
Singapore
Yes,
via
email
14%
17%
51%
22%
23%
Yes,
via
mail
29%
10%
11%
16%
18%
Yes,
via
their
website
17%
26%
13%
19%
16%
Don't
recall
receiving
any
anti-­‐fraud
information
from
my
financial
institution.
39%
39%
18%
36%
38%
Not
applicable
1%
8%
7%
7%
5%
Source:
Aite
Group,
ACI
Worldwide
study
of
5,223
consumers
in
17
countries,
Q3
2012

36. ©2012
Aite
Group
LLC.
36
Agenda
• 2012
Research
Results
• Global
• The
Americas
• EMEA
• Asia
Pacific
• Year-­‐to-­‐year
Comparisons
• Key
Trends
• RecommendaEons

37. ©2012
Aite
Group
LLC.
37
Mul@ple
incidents
of
card
fraud
globally
The increase in the percentage of cardholders who experienced
fraud more than one time is statistically significant.
Source: Aite Group, ACI Worldwide study of 5,223 consumers in 17 countries, Q3 2012

38. ©2012
Aite
Group
LLC.
38
Confidence
in
FIs
–
the
Americas
2%
1%
10%
7%
68%
61%
20%
31%
2%
0%
9%
6%
60%
51%
29%
43%
4%
1%
25%
23%
56%
55%
15%
21%
2011: No
2012: No
2011: Not really
2012: Not really
2011: Yes, to an extent
2012: Yes, to an extent
2011: Yes, absolutely
2012: Yes, absolutely
Q. Do you have confidence in your financial institutionto protectyou from
card fraud? (2012, n=302; 2011, n=900)
Brazil
Canada
United States

39. ©2012
Aite
Group
LLC.
39
Confidence
in
FIs-­‐
EMEA
2%
2%
11%
8%
74%
74%
13%
16%
3%
12%
22%
20%
61%
50%
14%
18%
4%
8%
16%
14%
52%
54%
28%
24%
3%
3%
14%
14%
63%
57%
20%
26%
1%
10%
14%
17%
65%
56%
20%
17%
4%
3%
16%
5%
66%
71%
14%
21%
2%
2%
15%
12%
63%
57%
20%
29%
2011: No
2012: No
2011: Not really
2012: Not really
2011: Yes, to an extent
2012: Yes, to an extent
2011: Yes, absolutely
2012: Yes, absolutely
Q. Do you have confidence in your financial institutionto protectyou from
card fraud? (2012, n=458; 2011, n=2,100)
France
Germany
Italy
The Netherlands
Sweden
The U.A.E.
United Kingdom

40. ©2012
Aite
Group
LLC.
40
Confidence
in
FIs
–
Asia
Pacific
2%
0%
18%
17%
63%
66%
17%
17%
3%
0%
15%
5%
54%
62%
28%
33%
3%
3%
39%
37%
45%
51%
13%
9%
2%
3%
12%
10%
73%
65%
13%
22%
2011: No
2012: No
2011: Not really
2012: Not really
2011: Yes, to an extent
2012: Yes, to an extent
2011: Yes, absolutely
2012: Yes, absolutely
Q. Do you have confidence in your financial institutionto protectyou
from card fraud? (2012, n=395; 2011, n=1,200)
Australia
China
India
Singapore

41. ©2012
Aite
Group
LLC.
41
Addi@onal
comparisons
to
prior
year…
• Fear
from
iden@ty
theO
is
increasing
–
26%
of
2011
respondents
stated
that
their
biggest
fear
related
to
fraud
was
reclaiming
their
financial
idenEty
if
they
became
vicEms
of
idenEty
theT;
in
2012,
49%
of
respondents
state
they
are
“very
concerned”
about
this
issue
• Iden@ty
fraud
was
the
top
worry
in
2012
followed
by
online
banking
fraud
and
card
fraud
–
idenEty
fraud
did
not
appear
in
the
top
2
in
2011
• 35%
throw
documents
containing
sensiEve
informaEon
into
trash
bins
and
16%
use
public
computers
or
computers
without
security
soTware
• No
improvements
in
risky
behavior:
• 12%
indicated
making
a
note
of
their
PIN
and
carrying
it
with
them
or
with
their
card
in
2012
maintaining
the
same
12%
rate
who
did
so
in
2011
• 16%
shopped
on
the
Internet
or
used
online
banking
without
security
soTware
or
on
a
public
computer
in
2012
,
the
same
rate
in
2011

42. ©2012
Aite
Group
LLC.
42
Agenda
• 2012
Research
Results
• Global
• The
Americas
• EMEA
• Asia
Pacific
• Year-­‐to-­‐year
Comparisons
• Key
Trends
• RecommendaEons

43. ©2012
Aite
Group
LLC.
43
Research
key
takeaways
• Financial
insEtuEons
risk
losing
customers
who
experience
fraud
• Consumers
fear
idenEty
theT
• Some
consumers
conEnue
to
exhibit
risky
behaviors
which
could
lead
to
fraud
• Consumers
have
a
strong
desire
to
partner
with
financial
insEtuEons
for
fraud
prevenEon

44. ©2012
Aite
Group
LLC.
44
Financial
ins@tu@ons
risk
losing
customers
due
to
fraud
• ABri@on
rates
aTer
experiencing
card
fraud
averaged
21%
• Of
card
holders
who
received
replacement
cards
as
a
result
of
a
data
breach
or
fraudulent
acEvity,
46%
used
the
new
card
less
than
the
original
• 56%
of
card
holders
used
cash
or
an
alternate
form
of
payment
instead
of
a
debit
or
credit
card
aOer
experiencing
card
fraud
• Only
25%
think
that
government
or
law
agencies
do
the
best
job
of
protecEng
card(s)
or
account
informaEon
from
fraud,
compared
with
43%
who
acribute
that
strength
to
large/mulEnaEonal
financial
ins@tu@ons

45. ©2012
Aite
Group
LLC.
45
Consumers
want
to
partner
with
banks
for
fraud
preven@on
• 82%
of
respondents
are
“very
interested”
in
being
noEfied
prior
to
the
bank
taking
acEon
• 74%
of
cardholders
prefer
that
no
addi@onal
transac@ons
be
posted
unEl
they
respond
to
any
noEficaEons
of
a
fraud
alert
from
their
financial
insEtuEon.
• Mobile
phone
and
text
message
lead
way
for
aler@ng
consumers
as
direct
contact
methods
–
a
change
from
2011
where
home
phone
was
the
second
most
preferred
method
• Asia
Pacific
lead
the
way
with
mobile
and
text
message
• EMEA
countries
prefer
call
to
mobile
phone
(except
Netherlands
who
want
call
to
home)
• Mexico
and
Brazil
prefer
mobile
and
text
message
• US
prefers
e-­‐mail
and
Canada
prefers
call
to
home

46. ©2012
Aite
Group
LLC.
Page
46
Agenda
• 2012
Research
Results
• Global
• The
Americas
• EMEA
• Asia
Pacific
• Year-­‐to-­‐year
Comparisons
• Key
Trends
• Recommenda@ons

47. ©2012
Aite
Group
LLC.
47
Recommenda@ons
for
financial
ins@tu@ons
• Provide
fast,
easy
recovery
processes.
Simplify
and
make
fraud
resoluEon
process
simple
and
easy
-­‐
it
may
curtail
fraud-­‐related
acriEon.
• Share
your
fraud
policy.
Make
consumers
aware
of
how
you
work
with
them
aTer
a
fraud
incident
-­‐
consumers
care
about
fraud
resoluEon.
• Reassure
your
customers.
InsElling
confidence
in
your
process
will
minimize
risk
of
non-­‐use
of
replacement
cards
or
using
cash
alternaEves.
• Educate
consumers
about
fraud.
The
messages
are
sEll
not
being
heard.
In
most
countries,
a
large
%
of
consumers
do
not
recall
ever
having
their
insEtuEon
providing
informaEon
related
to
fraud.

48. ©2012
Aite
Group
LLC.
48
Recommenda@ons
for
financial
ins@tu@ons
• Telephone
and
text.
By
a
large
majority,
customers
indicate
they
prefer
to
be
contacted
about
a
fraud
alert
via
their
mobile
phone
by
a
call
or
text
message
or
via
their
home
phone.
• Regularly
update
customer
data.
InsEtuEons
should
update
their
records
of
consumers’
email
addresses
and
mobile
numbers
to
facilitate
communicaEon.
A
simple
process
will
encourage
customers
to
parEcipate.
• Enlist
consumers
in
comba@ng
fraud.
There
is
a
willingness
for
acEve
parEcipaEon
when
fraud
is
detected
.
Engage
them
in
the
fight.
• Proac@vely
prevent
fraud.
Consumers
know
fraud
schemes
are
pervasive.
Customer
saEsfacEon
rates
with
FI’s
are
highest
when
the
company
detects
fraud
and
noEfies
the
consumer
of
it.

49. ©2012
Aite
Group
LLC.
49
Aite
Group:
Partner,
Advisor,
Catalyst
Aite
Group
(pronounced
eye-­‐tay)
is
an
independent
research
and
advisory
firm
focused
on
business,
technology
and
regulatory
issues
and
their
impact
on
the
financial
services
industry.
Shirley
W.
Inscoe
Senior
Analyst
sinscoe@aitegroup.com
+1.704.987.5087
www.aitegroup.com

50. Questions
14 November 2012 Confidential 50

51. More Information
For information on
ACI’s payment fraud solutions
or to download a copy of the Global
Consumers React to Rising Fraud
report, visit
http://www.aciworldwide.com/annual-
fraud-survey
Thank you!
14 November 2012 51Confidential

52. T: + 1 (781) 370-3637
E: michael.braatz@aciworldwide.com
www.aciworldwide.com
Our software underpins electronic
payments throughout retail and
wholesale banking, and commerce,
all the time, without fail.