24th Feb 2016
HSBC is to offer 15 million customers voice recognition and touch ID services by the summer, it has revealed, in a move towards biometric banking.
The bank is the first to roll out biometric security to retail customers on such a scale – possibly spurred by a recent cyber attack.
Its new services will allow customers to access online and mobile accounts using their fingerprint or voice, and will also benefit customers of first direct, which HSBC acquired in 1992.
Jo Causon, chief executive of the Institute of Customer Service, believes these service developments are an encouraging sign that organisations are responding to changing customer priorities.
“We have all experienced moments when access to personal information has been denied due to forgotten or mistaken passwords,” she says. “It can be frustrating, but at the same time, the knowledge that our finances or data is secure creates a bond of trust.
“The idea that our own voice controls access also sits well with increasing demands for convenience. It’s a concept that recognises changing customer priorities and matches these with the digital age.
“Innovation of this nature demonstrates a sustained focus on service and is a sign that established brands are reacting to the fresh approach laid down by challenger brands.”