Identifying Vulnerable Touchpoints/Engagement Sets in a CX Journey

Learning Objectives

• To discuss the examples of method development processes employed by fraudsters.
• To review the throughline that exists between the majority of fraud prevention methods.
• To analyze strategy items that your company can deploy over time to seal gaps in processing relative to fraud.
• To evaluate the actionable items that you can employ.

Course Description

Setting out to learn about fraud prevention can be a daunting task.

The most familiar method is "Payment Fraud" - stolen payment information used for transactions. This method reliably introduces billions of dollars of losses into the marketplace each year. Debit/credit card transactions and check fraud fall under this category. Each with countless ways to obtain, manipulate, and employ the compromised sets of data.

A slightly less known method is "Account Takeovers" - the process wherein a fraudster gains access to an established account. Following the data breaches reported over the last several years, this method has grown in popularity among cyber-criminals. Tactics geared toward obtaining information can be launched against any company that stores valuable information. Targeted industries include Healthcare, Telephone Service Providers, Mortgage Companies, Financial Institutions, and Ride Share Providers just to name a few. The information is used in several different ways to target established accounts, drain funds, sell access, use frequent flyer miles, etc.

More methods include Identity theft, the establishment of credit lines/financing, counterfeit materials, mortgages, lease agreements, peer-to-peer marketplaces, digital goods exploits, physical goods exploits, chargeback abuse, refund abuse, promotion abuse.... and yes, the list goes on.

Finally, considering that successful repeatable attacks are then automated by cybercriminals via the use of bots quickly, this daunting task seems almost impossible to overcome.

With many items on the list for raising awareness, filtering through mass-marketed media to understand how these fraud methods might apply to you and your operation presents another dimension of work in itself.

As intimidating as it might be, there is a way forward.

Major Topics Covered:

• What is a customer journey?
• 3 steps to building a proactive fraud strategy
• Partnerships: Automation and expansive datasets
• Thoughts: Security and satisfaction

Join this CPE Fraud webinar to understand fraud methods employed by fraudsters and strategies that your company can deploy over time to seal gaps in processing relative to fraud.

You can also look into our CPE courses on Cybersecurity.

Overview

• What is a Customer Journey?

  2 mins
• Customer journey for In-store retail industry from fraud prevention professionals' perspective

  10 mins
• Fraud Method Development

  14 mins
• 3 Steps to Building a Proactive Fraud Strategy

  23 mins
• Automation and Expansive Datasets

  36 mins
• Final Thoughts Security and Satisfaction

  44 mins