Gartner Report: Create Trust and Safety on the Internet

"The rise in bad actors threatens to poison digital business. Security and risk management leaders responsible for identity and access management and fraud detection must expand their vision beyond loss prevention and focus on enhancing the customer journey while deterring the dishonest actor."

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Key recommendations from the report 

"Security and risk management leaders responsible for identity and access management fraud detection must:

  • Enhance the customer journey by reducing the focus on loss prevention and increasing the focus on trust and safety.

  • Address attacks on the organizational ecosystem by establishing trust in supply chains, partner networks and customer platforms through payment validation, manual cross-checks, and business email compromise (BEC) tools such as Domain-based Message Authentication, Reporting and Conformance (DMARC).

  • Engage with CX steering committees to provide input to key governance decisions.

  • Use analytics solutions to foster trust, deepen customer engagement, raise revenue and lower fraud losses."

Gartner, Create Trust and Safety on the Internet, Akif Khan, Jonathan Care, 29 June 2020

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GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

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