Industry Roundtable: Designing a new benchmark for fraud readiness and customer protection

Fraud and security risks continue to rise across customer operations, with scams becoming more targeted and difficult to detect. As organisations work to deliver safe and reliable customer experiences, there is a growing need for clearer guidance, stronger controls, and a consistent way to understand and address the risks that frontline teams encounter every day.


To support this, CCA is developing the Fraud & Risk Framework for Customer Experience© in partnership with Smartnumbers. Building on CCA’s established accreditation and standards models, the framework will give organisations a practical way to assess their current resilience, highlight potential gaps, and adopt proven approaches across people, processes, technology and culture. It is designed to be straightforward, operationally relevant, and fully grounded in the realities of modern customer operations.


Be part of it 

This in-person roundtable brings together senior leaders from across fraud, risk, security, customer experience, and operational resilience to review and refine the draft framework. The session is an integral step in ensuring the model is shaped by industry, for industry – grounded in real operational challenges and practical enough to support meaningful improvement across the sector.


Participants will have the opportunity to:

  • Contribute directly to the development of a sector-first framework
  • Share challenges and insights with peers facing similar threats
  • Shape guidance that supports consistent standards and resilience across all CX channels
  • Influence how organisations benchmark fraud readiness and strengthen customer trust
 
Why It matters

Fraud is increasingly a CX challenge not just a technical or back-office risk. With customer-facing teams on the frontline, and fraudsters using more advanced methods than ever before, organisations must strengthen their approach end-to-end. This roundtable will help shape a practical, credible framework that supports the sector in responding to these challenges with confidence.

 
Next steps

If you would like to express interest or nominate a colleague to attend, please get in touch.