Sign up to save your podcasts
Or
Share How Journey Is Rewriting the Rules of Customer Authentication
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
How Journey Is Rewriting the Rules of Customer Authentication
Welcome to This Way Forward, the podcast where C-suite leaders unpack the bold strategic bets that changed everything.
In this episode, Charlie Newark-French sits down with Brett Shockley, CEO of Journey—a company redefining how businesses authenticate customers and eliminate fraud across contact centers.
Together, they unpack the non-obvious insight that led Journey to rethink identity, security, and customer experience from the ground up.
The bold strategic bet
While others chased point solutions, Brett built a platform around the entire customer journey. The bet? That trust, privacy, and seamless interactions could coexist—if you started with the user, not the system.
That vision led to the creation of Journey’s Zero Knowledge Network, a privacy-first approach to identity that eliminates data exposure while accelerating transactions. The result? Fraud-proof CX at scale, adopted by some of the world’s biggest enterprises.
In this episode:
- Why the industry missed the signal—and how Journey didn’t
- How a smartphone-centric experience slashed call times from 4.5 minutes to 49 seconds
- The tech behind Journey’s Zero Knowledge Network
- What it took to win over CISOs, analysts, and Fortune 500 buyers
- Why the best ideas often start by sitting in the contact center
👉 Subscribe to catch new episodes each month. Every conversation is under 15 minutes and laser-focused on one transformational decision that shaped the future of a company.
View all episodes
By Cascade StrategyWelcome to This Way Forward, the podcast where C-suite leaders unpack the bold strategic bets that changed everything.
In this episode, Charlie Newark-French sits down with Brett Shockley, CEO of Journey—a company redefining how businesses authenticate customers and eliminate fraud across contact centers.
Together, they unpack the non-obvious insight that led Journey to rethink identity, security, and customer experience from the ground up.
The bold strategic bet
While others chased point solutions, Brett built a platform around the entire customer journey. The bet? That trust, privacy, and seamless interactions could coexist—if you started with the user, not the system.
That vision led to the creation of Journey’s Zero Knowledge Network, a privacy-first approach to identity that eliminates data exposure while accelerating transactions. The result? Fraud-proof CX at scale, adopted by some of the world’s biggest enterprises.
In this episode:
- Why the industry missed the signal—and how Journey didn’t
- How a smartphone-centric experience slashed call times from 4.5 minutes to 49 seconds
- The tech behind Journey’s Zero Knowledge Network
- What it took to win over CISOs, analysts, and Fortune 500 buyers
- Why the best ideas often start by sitting in the contact center
👉 Subscribe to catch new episodes each month. Every conversation is under 15 minutes and laser-focused on one transformational decision that shaped the future of a company.