EPISODE 05: Paul Morris, Head of Fraud & Regulatory Product at Vonage talks about how businesses can protect themselves from fraud while balancing customer experience.
The business industry faces a relentless battle: protecting customers from fraud while delivering a seamless, satisfying experience. The stakes are high—customers demand security they can see and trust, but too much friction drives them away.
“Businesses need to think about how to balance having the right amount of security controls in place to protect themselves, protect their business, protect their consumers. But at the same time, you don’t want to hide all of those to remove the friction because it’s important for consumers to visibly see security and feel secure so they have the assurance that the products they’re using are in fact secure,” says Paul Morris, Head of Fraud & Regulatory Product at Vonage.
Welcome to our CX Dialogues video series! In this episode, we sit down with Paul to discuss how businesses can protect themselves from fraud while balancing customer experience.
READ MORE: CX Dialogues: Jamie Thorpe, Chief Experience Officer at Ipsos UK
Top Three CX Insights:
- While some security measures should operate silently in the background to reduce friction, visible cues are also essential to help customers feel protected. This balance ensures a seamless yet reassuring experience.
- Instead of redirecting customers away from an application to verify or complete actions, businesses should embed security measures within the user experience to maintain consistency and ease.
- Technology should be leveraged to create both background and foreground security layers.
Watch the full video for more.
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