I think it’s really a must-attend event for CX professionals. I’ve gone to other events in the past and this surpasses all of them.
Director, Large Business Customer Experience, NRG Energy
Holiday best practices for manual review teams during a pandemic
October 7th, Successfully held
Presented by
Here’s what we discussed:
Cross-border commerce is growing 2X faster than domestic, with $300 billion in 2015 increasing to $900 billion in 2020. This growth comes with new regulations, sometimes even region-specific ones like PSD2. In this virtual roundtable, we discussed best practices for complying with new regulations without slowing growth.
Moderated by
VP & GM, EMEA at EKATA
Spencer McLain is Ekata’s Vice President and General Manager of the EMEA region. He leads Ekata’s international expansion efforts and owns key relationships with card brands and payment service providers. Spencer supports multiple fraud platform partnerships, collaborates with Product Management to improve Ekata’s API products to ensure that they provide maximum lift in risk models and/or rule-sets, and acts as a key liaison to complex data customers who require specialized testing/analysis.
Here is what we learned:
Cross-border commerce is growing 2X faster than domestic, with $300 billion in 2015 increasing to $900 billion in 2020. This growth comes with new regulations, sometimes even region-specific ones like PSD2. In this virtual roundtable presented by Ekata, best practices for complying with new regulations without slowing growth were among the topics discussed.
Among the key talking points:
The pandemic has brought more online traffic, and more need for manual review.
While brick and mortar merchants were furloughing sales staff, eCommerce teams were adding members to their manual review teams. However, many of these merchants saw a drop in fraud during the period when online was the only sales source.
The pandemic was a crash course for the holiday sales season.
As manual review teams grew, it was also a great time to tweak KPIs and to get aggressive because of a rise in sales, or more relaxed with the set of manual review rules because chargebacks were down.
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About Ekata:
Ekata provides APIs and a SaaS solution built around five core identity elements: name, phone, email, address, and IP to help you assess risk in all types of online interactions. These include fake account creation, payment authentication, transaction fraud and manual fraud review.
Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.
If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.
Here’s what attendees at past events have said:
A lot of other conferences I’ve gone to are driven off a podium, someone presenting me a solution before they understand my problem. Here I have an opportunity to talk to my peers and learn from them.
Sr. Director Care Strategy & CX, GoDaddy
I’m not part of some enormous crowd out there. I’m getting lot of interaction, hearing from people, their own personal stories. Individual examples of how people are leveraging their CX skills in their industry, in their business, in the work that they do everyday.
Principal, Zeisler Consulting
Very intimate, Very one-on-one! You are able to really get a lot of candid responses, so we’re getting a ton of value from that and a lot of valuable insights.
Director, Global Digital Marketing and Customer experience, Stanley Black and Decker.
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