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Cross-channel buyer journeys have now become the standard in sectors such as banking, insurance, automotive, and real estate. It responds to the customer’s demand for fluidity and flexibility, who wants to start a process on one channel (branch, web, mobile, phone) and continue or even complete it on another, without interruptions or re-entering data.
However, this agility also exposes companies to new risks: fraud, errors, data fragmentation, and difficulty in proving transactions.
Therefore, securing and ensuring the reliability of these cross-channel journeys becomes a strategic challenge, both for regulatory compliance and customer experience.
The Main Challenges of Cross-Channel Reliability
The multiplication of entry points: web, mobile, phone, home computer, etc., complicates the management of identities and transactions. Each channel may generate different data, subject to various controls, making it hard to consolidate a unique and reliable view of the customer.
This fragmentation increases the risk of errors and fraud, especially identity theft or creation of synthetic identities that evade traditional controls.
Furthermore, it is necessary to comply with a strict regulatory framework (KYC, GDPR, AML-CFT, eIDAS, etc.) across all channels. But each channel can have its own requirements and technical constraints, making end-to-end compliance difficult to guarantee, especially in an international environment where standards vary by jurisdiction.
Ensuring Identity Reliability: The First Crucial Step
Real-time identity verification is the cornerstone of a secure cross-channel journey. Modern solutions rely on intelligent document checks, enhanced with artificial intelligence (AI), to detect fake documents, verify their validity (including expiration), and check the coherence of collected data.
Biometrics (facial recognition, liveness detection) and video verification effectively combat identity theft, including sophisticated attacks such as deepfakes or synthetic identities. These technologies, integrated into the customer journey, offer a smooth and fast experience while reinforcing security and compliance.
For example, if the request starts at a branch, the advisor can initiate document and biometric verification, then allow the customer to complete the process remotely via a secure link, without re-entering their data.
Guaranteeing Proof and Compliance in a Multichannel Environment
The reliability of the journey does not stop at identification. It is also essential to ensure the probative value of transactions conducted through the different channels. For this, multi-level electronic signature solutions (simple, advanced, qualified) are imposed, together with a legal timestamp and a complete log of the user journey.
Each step, from collecting consents to final validation, must be traced, timestamped, and archived, to constitute robust and admissible evidence in case of dispute. The authentication of digital evidence depends on the ability to demonstrate the integrity, origin, and chronology of the actions carried out, regardless of the channel used.
The Contribution of Integrated and Modular Solutions
Facing the growing complexity of cross-channel journeys, it is essential to choose a unified and modular platform capable of centralizing all controls and evidence while adapting to the specifics of each channel and regulatory changes.
Unlike simply assembling scattered tools, an integrated solution like that offered by Signaturit Group allows automating controls (KYC, document verification, biometrics), orchestrating validation steps, and centralizing transactional evidence in a compliant digital vault. AI plays a key role here to optimize real-time controls, detect emerging frauds, and smooth the customer experience without sacrificing security.
A Use Case
A customer wants to apply for a car loan. They start their application online, upload their supporting documents, perform biometric verification with a selfie and identity document, and finalize the electronic contract signature on their mobile device.
At each step, the Signaturit 360 platform centralizes the data, verifies its coherence, timestamps the actions, and archives the complete evidence of the journey, thus guaranteeing compliance, security, and a smooth experience.
Conclusion
Securing and ensuring the reliability of a cross-channel journey is no longer an insurmountable challenge. With the right technological building blocks: multichannel identity verification, electronic signature, logging and legal archiving, and more; it is now possible to combine a smooth customer journey, regulatory compliance, and transactional evidence robustness.
In the context of a cross-channel strategy, choosing a proven, compliant, and scalable solution like Signaturit Group’s guarantees security and trust across all channels.
FAQ: Ensuring Reliability of Identity and Transactions in a Cross-Channel Journey
A cross-channel journey refers to a customer process that spans multiple channels such as branch, web, mobile, or phone. Customers expect to start on one channel and seamlessly continue or complete their actions on another without interruptions or re-entering data.
The multiplication of entry points makes it difficult to ensure consistency and reliability. Each channel may produce different data under various controls, leading to fragmentation, higher fraud risks, and challenges in regulatory compliance.
Fraud, including identity theft and synthetic identities
Errors from data fragmentation
Difficulty consolidating a reliable customer view
Challenges ensuring compliance with KYC, GDPR, AML-CFT, eIDAS, and local jurisdictional standards
Identity verification is the cornerstone of a secure cross-channel journey. Without reliable identity checks, fraudsters can exploit vulnerabilities, leading to reputational damage and regulatory penalties.
They can use multi-level electronic signatures (simple, advanced, qualified), combined with legal timestamping and full user journey logs. These measures provide legally admissible evidence by ensuring the integrity, origin, and chronology of transactions.
AI detects fraudulent patterns in real time, ensures coherence of submitted data, and enhances the customer experience by streamlining verification steps without adding friction.
