Experian’s 2020 Global Identity & Fraud Report explores inconsistencies between businesses’ views of their ability to meet their customers’ needs, and customer experiences with those businesses. It also underscores the opportunity for companies like yours to differentiate from the competition through the ways you engage with customers, with emphasis on how you identify and recognise them each time they interact with your business. Experian appreciates that many companies find it challenging to evolve traditional business models in order to meet the expectations of ‘always-on’ customers. But we also believe that customers’ identity verification and ongoing recognition (re-recognition) can be driving forces for greatly improved and more profitable customer relationships.