Contrary to popular belief, no friction in the authentication process is not the ultimate goal. Customers want some level of friction to feel they are protected. The goal is having the right amount of friction, not the wrong kind. Yet it is a balancing act filled with challenges. Authentication only at login is no longer sufficient. Digital banking now includes both people and bots (as agentic AI grows). And stepped-up authentication needs to advance beyond OTPs. This session delves into these topics and offers actionable insights.