May 15, 2018
How do merchants resolve the natural tension between enabling a frictionless online purchasing experience and effective fraud prevention? According to Discover Global Head of Product, Jamie Uppenberg at a Tuesday morning keynote address at CNP Expo, in the current commerce environment, digital experience is the most important thing and “if you don’t know what your most important customers consider to be the most important thing, you won’t have much to manage soon enough.”
Risk necessarily complicates that management, but Uppenberg noted that any attention to fraud has to begin with first principles.
“When you start thinking about protecting the digital experience, you have to ask a few questions,” she said. “You have to first understand how much you want to impact your customers. And then, begin to layer in what your risk parameters are and your budgeting. You have to start there and you have to know before you start looking at services.”
Seamless and frictionless win, Uppenberg said, because the payment becomes invisible and the purchase becomes delightful.