Banks are under pressure to stop increasingly sophisticated fraud without creating moments of friction that erode trust, delay service, or push customers toward competitors. In this panel, retail banking leaders will examine how institutions are redesigning frontline processes, digital journeys, and authentication strategies so protection feels seamless rather than punitive. Speakers will discuss where fraud controls most often disrupt account opening, payments, branch interactions, and contact center service, and how teams are balancing security expectations with speed and convenience across channels. The conversation will also explore how AI-driven fraud tactics, social engineering, and evolving scam patterns are changing customer education, staff training, and escalation protocols in 2026. Attendees will hear practical examples of how banks and credit unions are reducing false positives, strengthening internal coordination, and improving customer communication when suspicious activity occurs. Hear more about how to:  

• Streamline avoidable friction during onboarding, payments, and exception handling moments 
• Strengthen frontline readiness to recognize scams and guide customers through interactions that might be suspect 
• Find key points to slow down the process to authenticate customers, verify transactions, and build trust by communicating the need for these moments of friction to customers