In this episode of the CX Mixer, host Larry Thomas speaks with Michael from Fanatics Live and Taylor from Nathan James about combating fraud without alienating customers. They discuss various types of fraud in e-commerce, from return abuse to warranty scams, and share strategies for detection and prevention. Key topics include educating customer service teams, leveraging technology like video verification, and maintaining customer-friendly policies while staying vigilant. The experts also debunk myths about customer experience roles and highlight the strategic importance of CX teams in driving revenue and improving business outcomes.

Socials

Larry: https://www.linkedin.com/in/larrythoma/

Michael: https://www.linkedin.com/in/michaeldludwig

Taylor: https://www.linkedin.com/in/taylorj23