End the Trade-Off Between Security, Customer Onboarding & User Experience
summary
Onboarding loses 42% of users at signup while 86% stay if the experience is good, and fraud attempts rise ~46%, so Twilio recommends replacing fragile email/OTP flows with Twilio Verify network-backed authentication and pre-checks via the Lookup API. Demoed network checks couple SIM to device (no manual OTP), claiming near-100% conversion, plus SIM swap detection and VoIP/landline flags to block fake accounts, cut support costs, and protect incentive campaigns.
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chapters (13)
- 0:00Introduction
- 1:05Who are we
- 1:37Customer Onboarding
- 3:25User Experience
- 4:34Fraud
- 6:20Customer Onboarding Problems
- 9:50US PreApproval Process
- 11:00Mobile Identity
- 12:14Solution
- 12:45Standard Network Horse
- 17:29Lookup
- 18:26QR Code
- 18:52Twilio Booth
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