Striking the balance between user experience and security is a significant challenge for financial services and fintech companies, as highlighted in a recent webinar featuring industry experts from Fingerprint, Sokin, and Banc of California. The speakers focused on three main challenges: balancing security and convenience, dealing with false positives in fraud detection, and meeting regulatory compliance without negatively impacting user experiences. They emphasized the strategic placement of friction to reassure users during high-stakes transactions, leveraging real-time data to reduce unnecessary friction, and educating users on security measures. The rise of sophisticated fraud tactics, particularly involving generative AI, and the urgency brought by instant payments have necessitated changes in how companies like Sokin and Banc of California approach user authentication and experience. They use a mix of direct feedback and behavioral data, alongside traditional metrics like Net Promoter Score, to assess customer satisfaction and trust. The webinar also discussed the drawbacks of common security tools like CAPTCHAs, complex passwords, and multi-factor authentication, and the role of device intelligence in maintaining security while enhancing user experience. By understanding user journeys and employing tools that distinguish between trusted users and potential threats, financial institutions can ensure a secure yet seamless customer experience.