A colleague told me a story about friction. His dad is 65 years old and clearly looks his age. He went to a restaurant that only allowed guests aged 18 or 21 and above. The person at the door asked him for his ID. He obviously looked 65, yet they still asked. That is an example of unnecessary friction applied equally to all customers. But there’s also smart friction, where you only apply checks when they make sense. If someone looks underage, or maybe around 20 or 30, okay, you ask for their ID. The same principle applies to banking. You can have smart friction instead of unnecessary friction.
Hassan Nasser, Deputy General Manager for Digital Engagement
Why do up to 60% of customers abandon digital onboarding? How can banks turn friction into a smart advantage for growth and compliance? In this episode of FinTrends, Hassan Nasser, Deputy General Manager for Digital Engagement at SBS, shares practical insights on reducing drop-offs, leveraging digital ID wallets, and transforming origination into a seamless, engaging experience. Tune in to discover how banks can move from “widget soup” to unified journeys, and why compliance can become your competitive edge.