PSD2 Secure Customer Authentication and customer experience: Ensuring a positive impact

Roxana Sacaleanu and Eric Tak
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Roxana Sacaleanu: ING Bank NV, The Netherlands
Eric Tak: ING Bank NV, The Netherlands

Journal of Digital Banking, 2020, vol. 5, issue 2, 146-154

Abstract: In this paper the authors describe the current diverging views on how to comply with PSD2 Secure Customer Authentication (SCA) requirements for card-not-present (CNP) transactions that are due to kick in come December 2020. Many parties argue the focus should be on the six possible exemptions to SCA to avoid, as much as possible, having to apply SCA and thus ensure smooth customer experience. The authors, however, referencing good experiences with that in The Netherlands, argue that the focus should instead be on making SCA itself smooth and seamless. Leveraging mobile banking apps and the nascent Secure Remote Commerce (SRC) standard, the cards industry can copy what is already commonplace in the Netherlands. That way a universally smooth experience can be created, and investments can be focused on providing seamless SCA rather than spreading it too thinly across many exemptions, which will not solve the issue in many instances anyway.

Keywords: PSD2 Secure Customer Authentication; SCA; shopping; checkout; biometrics; seamless payment; customer experience; e-commerce security (search for similar items in EconPapers)
JEL-codes: E5 G2 (search for similar items in EconPapers)
Date: 2020
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