Discover a New Approach to Data Intelligence
Learn how your organization can increase fraud detection while continuing to deliver consistent omnichannel customer experiences.
The fields of customer service and fraud prevention have evolved significantly over the years, and while they may have, at one time, been separate considerations, they are inextricably connected today. So much so, that balancing the two has emerged as a unique new challenge in our big data era. An ongoing question for organizations is how to simultaneously increase fraud detection without introducing customer friction.
The answer lies in the successful adoption of a centralized approach to data intelligence. By integrating and deploying advanced AI and machine learning-powered systems that enable holistic analysis and ensure consistent coverage and real-time responsiveness, organizations are able to maintain continuous, end-to-end engagement with their customers.
I write about this in approach in detail in a new article titled “Balancing Customer Experience and Fraud Prevention Across the Entire Customer Lifecycle.”
In the article, I provide historical background on how customer service and fraud prevention have evolved, and track these evolutions from a “decentralized silo” era to our modern big data age. I discuss the emerging challenges associated with balancing customer experience and risk management, and detail how a centralized intelligence approach can solve for these challenges.
The full article can be read here.
~
