We’re experiencing a revolution in how businesses approach risk and revenue. Companies of all sizes are hiring in Trust & Safety, from powerhouses like Amazon to up-and-comers like Getaround, HelloFresh, and Harry’s.
For most companies, growing the business is the number one goal. But growth often happens at the expense of customer experience. Many businesses invest in expensive, cumbersome anti-fraud infrastructure like rules-based systems, which create friction for honest users. As a result, they face high customer churn, high overhead, and the inability to scale.
That’s why businesses across all verticals are
When customers shop online, they expect the best: a fast, safe, delightful buying journey. For businesses to succeed in the digital era, they must prioritize user experience. But companies are not equipped to deliver.
The roadblock starts with fraud and risk teams, which focus on fraud mitigation rather than fraud prevention. Fraud mitigation tactics like identity verification and rules-based systems introduce unnecessary friction to honest users, disrupting the all-important user experience. Companies’ ongoing failure to build proactive systems that fight fraud as it happens—and even before it happens—has created a Digital Trust & Safety deficit.
For most risk teams, the number one priority is preventing loss. Their organizational structures, tools, and processes are all designed with that goal in mind. That’s the core tenet of legacy fraud prevention: reducing risk rather than encouraging growth.
But here’s the problem: legacy fraud prevention systems kill growth. Rather than introducing friction to fraudsters, they introduce friction to customers. Moreover, rules-based systems and manual review teams focus on fraud mitigation instead of fraud prevention. Mitigation doesn’t scale—not when fraudsters are innovating faster than ever and customers are pushing for lightning-fast user experiences.
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