The growing risk of fraud is having an impact on the customer experience. For a contact centre to have the confidence that they are talking to the real customer, processes and solutions are put in place to identify and verify that individual. These ID&V processes can impact the customer experience, so the challenge is to find the right balance between comfort and convenience.
During this LinkedIn Live event, our CEO, Leigh Hopwood, will be talking to security consultant and former con man and Advisor to the FBI for over four decades on identity crimes, Frank Abagnale. Frank was the subject of the 2002 Steven Spielberg blockbuster Catch Me If You Can and will tell us about the rising risk of fraud today.
In response, Aimie Chapple, Divisional Chief Executive Officer, Customer Management at Capita, will share her views on how contact centres can retain a strong customer experience through the need to prevent fraud and protect customers.
There will be a host of tips and insights shared during this fascinating live conversation. And of course, we’ll be asking Frank a little more about his life as a notorious imposter and fraudster.
Don’t miss out by going to the CCMA LinkedIn Profile. Follow us for updates and reminders.
Where and when?
Date: Thu 22 Apr 2021
Time: 12:30 pm - 12:50 pm
Location: CCMA LinkedIn Profile
Who is it for?
To understand more about the impact of security on CX
Why should you go?
Find out why CX has become so pivotal to top line growth
How much is it?
Free to attend