Fraud continues to evolve at pace, creating new challenges for customer-facing teams, operational leaders and organisations seeking to balance customer protection with exceptional customer experience.
The newly launched CCA Fraud & Risk Network brings together professionals from across fraud, risk, security, customer operations and customer experience to share best practice, discuss emerging threats and explore practical approaches to strengthening fraud resilience.
Best Practice Forum Theme
Supporting Customers Through Fraud: Evolving Frontline Response and Customer Protection
This interactive session will feature insights from Virgin Media O2, showcasing how they are evolving their frontline approach to fraud management through enhanced customer support, advisor capability and customer protection initiatives.
We will also hear from a recent CCA Excellence Awards winner, sharing best practice, innovation and operational leadership in tackling fraud-related challenges.
Discussion Topics
- Supporting customers impacted by fraud
- Frontline training, coaching and capability development
- Building confidence in fraud-related decision-making
- Balancing customer protection with customer experience
- Emerging trends, challenges and lessons learned
Designed to encourage peer learning, discussion and knowledge sharing, this forum offers a valuable opportunity to connect with industry leaders and gain practical insight into the latest developments in fraud and risk management.
Whether you are responsible for fraud prevention, risk management, customer operations, security or customer experience, this session will provide practical insights, real-world examples and valuable networking opportunities with peers facing similar challenges.
Register Your Place
Be part of the conversation shaping the future of fraud resilience, customer protection and operational excellence.