Fraud operations teams have historically focused on loss prevention as a key indicator of success. While this is an important metric, 30% of banks today are building dedicated trust and safety teams and the focus has shifted towards more customer-centric models.
Customer satisfaction, including digital safety and trust, is a critical contributor in reducing risk, minimizing losses, and increasing revenue. With this realization, fraud operations teams are looking to adopt technology that not only reduces risk but also rewards their trusted customers by maintaining a frictionless customer journey.
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Create Trust and Safety on the Internet, Akif Khan, Jonathan Care, 29 June 2020
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