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The New Digital Consumer Experience: Transparency is Power

Ethoca, in partnership with Aite Group, conducted a survey of cardholders and issuers to explore the digital solutions that could best bring an end to transaction confusion and stop unnecessary disputes, chargebacks and friendly fraud. 

This research-based webinar will cover the results of this new research and discuss:
- The problem with current dispute resolution processes
- The strategies and digital tools available to businesses today
- The value that customers place on transparency and improved dispute resolution processes
- How moving dispute resolution upstream significantly reduces costs and improves the customer experience
Recorded Jun 3 2020 57 mins
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Presented by
Keith Briscoe (Ethoca), Julie Conroy (AITE Group), Steve Furlong (FNBO), Mike Sisk (American Banker)
Presentation preview: The New Digital Consumer Experience: Transparency is Power
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  • Chargebacks 2020: What You Need to Know Recorded: Sep 18 2020 31 mins
    Mike Pullen
    Despite ongoing process improvements and new mitigation solutions, the ecommerce industry is still expected to lose more than $31 billion to chargebacks in 2020. But why is this the case? How much is the result of the COVID-19 pandemic? What else can merchants do to minimize the risk?

    To answer these questions, one needs experience working with all the stakeholders in the chargeback lifecycle. Thankfully, Ethoca’s Mike Pullen has just that.

    In this presentation, Ethoca’s resident chargeback guru will provide a comprehensive overview of the recent changes to the chargeback landscape. He’ll identify new events on the horizon that merchants need to know about, and – most importantly – lay out the strategies they need to implement to ensure that they protect themselves from this costly threat.
  • Seeing is Believing: How Visual Cues Improve the Payments Experience Recorded: Sep 16 2020 30 mins
    Keith Briscoe
    We’re a visual society. Fueled by social media, mobile devices, and other digital trends – we rely just as much on user-interfaces and graphics as we do language to get the information we need. But when it comes to the post-transaction experience (especially the point where cardholders review their statements online), this rich visual detail is sorely missing. The outcome? Soaring cases of friendly fraud resulting from transaction confusion that hurts the customer experience and costs merchants sales, goods, and chargebacks fees.

    In this presentation, Ethoca’s Keith Briscoe – a payments and fraud expert with over 20 years of experience – will explore how visual information (like clean descriptions and clear merchant logos) in digital banking applications can reduce this growing problem and greatly improve the payments experience and ecosystem.
  • Now You See It, Now You Don't: How To Make Friendly Fraud Disappear Recorded: Sep 16 2020 27 mins
    Steve Durney
    Friendly fraud is a huge (and growing) problem. According to Javelin, it doubled in 2018 – increasing from 7% to 15% of all fraud victims. Whether it’s benign or hostile the result is the same: Unnecessary chargeback costs, lost revenue, increasing false declines and a poor customer experience. And that’s just to start! There’s also a long list of hidden consequences that stem from the friendly fraud ripple effect.

    The difference between then and now? New solutions exist to fight back – and savvy merchants are taking full advantage.

    Ethoca’s Steve Durney will present the latest industry statistics and predictions for friendly fraud, demonstrate case study results from businesses who are successfully turning the tide, and reveal best practices for those looking to do the same.
  • Powertalk: The Value of Digital Receipts Recorded: Jul 17 2020 30 mins
    Keith Briscoe, Ethoca | Julie Conroy, Aite Group
    False claims are a growing problem. One of the most common causes: Transaction confusion. But, what if there was a way to provide much-needed clarity while increasing cardholder satisfaction? Enter digital receipts.
  • In the Eye of The Storm: Coronavirus’ Impact on Chargebacks Recorded: Jun 30 2020 62 mins
    Brett Small, Ethoca | Paul Bessant, Retail Risk
    A wave of chargebacks is headed towards merchants – spurred by the disruptive impacts of the coronavirus. No business is immune, and preparing for the ‘new normal’ is critical for success now and in months to come. Join Ethoca’s Brett Small as he reveals key learnings from the region that witnessed the first coronavirus-fuelled chargeback spike: Asia-Pacific
  • The New Digital Consumer Experience: Transparency is Power Recorded: Jun 3 2020 57 mins
    Keith Briscoe (Ethoca), Julie Conroy (AITE Group), Steve Furlong (FNBO), Mike Sisk (American Banker)
    Ethoca, in partnership with Aite Group, conducted a survey of cardholders and issuers to explore the digital solutions that could best bring an end to transaction confusion and stop unnecessary disputes, chargebacks and friendly fraud. 

    This research-based webinar will cover the results of this new research and discuss:
    - The problem with current dispute resolution processes
    - The strategies and digital tools available to businesses today
    - The value that customers place on transparency and improved dispute resolution processes
    - How moving dispute resolution upstream significantly reduces costs and improves the customer experience
  • Connected Intelligence: Mastercard & Ethoca's Strategy to Fix Chargebacks Recorded: Sep 26 2019 61 mins
    Johan Gerber, Keith Briscoe, Aaron McPherson, Anthony Macchia
    Transforming Dispute Resolution
    With ecommerce sales set to double in the next five years, the payment ecosystem continues to wrestle with the increasing complex issue of dispute resolution. Chargebacks and overall disputes are plagued with inefficiencies and antiquated processes not built for the digital age.

    Mastercard has set out to develop a robust dispute resolution product suite rooted in a strategy of "collaboration enablement" through their acquisition of industry-leader Ethoca.
  • Goodbye Fraud, Hello Customer Experience Recorded: Sep 4 2019 39 mins
    Steve Durney
    Moderator: Steve Durney - SVP Market Strategy | Ethoca
    Speakers: Anthony Macchia | Synapse
    Steve Furlong | FNBO

    The payments ecosystem is at a crossroads. To date, the focus has been stopping fraud, but this journey is coming to an end. The new destination? Improved customer experience! That means more data available when and where users want it, smarter security and most of all less purchase friction (i.e. false declines). Unfortunately, thanks to regulations like PSD2 and strong customer authentication, as well as skyrocketing rates of friendly fraud, charting a course to success is easier said than done.

    Thankfully, there are merchants and issuers making positive headway. In this webinar leading ecommerce merchants and issuers will outline what steps they and others are taking to simultaneously improve the customer experience while also fighting fraud and increasing revenue. It’s a brave new ecommerce world, but by travelling together, we’ll all reach our destinations!
  • Industry Task Force Proves Friendly Fraud Can Be Stopped! Recorded: May 21 2019 50 mins
    Julie Fergerson, Steve Durney
    In March of 2016, Ethoca brought together some of the world's top ecommerce retailers and banks to create the Friendly Fraud Task Force. Its purpose: Define, measure and - for the first time - solve the ever growing friendly fraud problem. After years of work, we're excited to share the group's initial findings. Most importantly, that a significant amount of friendly fraud can be stopped through real-time merchant-issuer collaboration.

    In this webinar we will:
    - Define exactly what friendly fraud is and explain how it harms your business
    - Review the impact of friendly fraud on the payments ecosystem
    - Share eye-opening new survey results, including the growth of friendly
    fraud by market segment
    - Present early results on how merchants and issuers have joined forces to fight friendly fraud through collaboration

    We'll also review some new leanings on how to:
    - Deflect disputes and enhance the customer experience by providing issuers and cardholders with detailed merchant information not previously available
    - Identify fraud and process fraudulent claims faster
    - Increase transaction acceptance and reduce false declines
  • The Genesis of Ethoca Eliminator Recorded: May 6 2019 5 mins
    Ethoca Executive Team
    Ethoca executives share the genesis of Eliminator - Ethoca's groundbreaking new solution that connects card issuers to merchant order and account history details in real time to reduce disputes and friendly fraud.
  • Digital Transformation in Financial Services Recorded: Oct 22 2018 52 mins
    Bruce Parker (Modo), Rick Striano (Deutsche Bank), Keith Briscoe (Ethoca), Jane Barratt (MX)
    From the adoption of emerging technologies like AI, blockchain, and disrupting legacy systems, the Financial Institutions are making investments to become more digital for both their customers and the organizations themselves.

    Join this live panel streamed from Money20/20 Vegas where our speakers will discuss:
    -Are banks ready for digital transformation?
    -Best practices for using data to deliver a better customer experience, cut costs, and implement strategies in a timely manner
    -The API revolution
    -Overcoming challenges with legacy systems
    -Adopting emerging technologies for a more holistic offering

    About the Presenters-
    Keith Briscoe leads Ethoca’s global product and marketing functions, a role spanning the development of Ethoca’s suite of collaboration-based fraud/chargeback mitigation and transaction acceptance solutions, as well as integrated marketing programs. His mandate includes product strategy and management, new product innovation, competitive analysis, experiential marketing, integrated marketing campaigns, public relations, analyst relations, content strategy and stakeholder communications. Keith has more than 20 years of experience in the payments and fraud industry.
  • eCommerce and Friendly Fraud: Deflecting Chargebacks and Recovering Lost Revenue Recorded: Oct 22 2018 24 mins
    Julie Fergerson (Ethoca) & Regina Yulo (BrightTALK)
    Fraud is one of the biggest challenges keeping merchants and issuers up at night. Aside from creating friction in the payments process, it makes for a negative customer experience.

    Join this interview where Julie Fergerson, Senior VP at Ethoca will discuss:

    -What are the biggest challenges facing the ecommerce industry?
    -Why is customer experience a bigger priority today than it was even five years ago?
    -How can banks and merchants mitigate eCommerce fraud issues?
    -Why is friendly fraud a growing issue and what can be done about it?
Making ecommerce simply about commerce.
Founded in 2005, Ethoca is the leading, global provider of collaboration-based technology that enables card issuers, ecommerce merchants and online businesses to increase transaction acceptance, stop more fraud, recover lost revenue and eliminate chargebacks from both fraud and customer service disputes.

Through the Ethoca Network – the largest in the industry – we're closing the information gap between card issuers and merchants. This unique capability makes fraud and customer dispute insight available and actionable in real time. Our suite of services delivers significant revenue growth and cost saving opportunities for thousands of merchants and hundreds of issuers across the globe. This includes the world’s biggest ecommerce brands and largest banks.

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  • Title: The New Digital Consumer Experience: Transparency is Power
  • Live at: Jun 3 2020 4:00 pm
  • Presented by: Keith Briscoe (Ethoca), Julie Conroy (AITE Group), Steve Furlong (FNBO), Mike Sisk (American Banker)
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