FICO

JUNE 2, 2020

As a fraud professional, I am passionate about fighting financial crime — yet, at the same time, I tout the importance of balancing security with the customer experience. The frustrating treatment I received illustrates some lessons for a more positive customer experience. Lesson 1: Believe Your Customer.

Customer Experience 52

Customer Experience Fraud Handbook Management 52

FICO

MAY 19, 2020

As anti-fraud professionals, we should: Be aware of increased account takeover and customers susceptible to scams and help by educating our customers ( Here is some recent advice and tips for consumers ). Improve our defenses, and refresh our operations handbook, to handle the increase in mule accounts for money laundering.

Fraud 52

Fraud Management Handbook Cards 52

PYMNTS

JUNE 17, 2016

Larger multibillion dollar retailers do no better at eliminating the friction associated with transacting online than their smaller million to ten million dollar merchant counterparts. Large retailers leave their customers abandoned at the virtual checkout aisle at the same rate that the smaller guys do. Size doesn’t matter.

Retail 100

Retail Online System Strategy 100