Presenting: What The Fraud? — The business of trust
We’re bringing you a recent release of What The Fraud?, a podcast from our partners at Sumsub, a global leader in identity verification, compliance and fraud prevention. On the episode, "The Business of Trust: Making Security Your Competitive Edge," Carolyn Fox, director of trust and safety at TELUS Digital, shared her perspective on how robust security measures can become a strategic advantage in today's digital landscape. In conversation with Sumsub’s head of partnerships, Thomas Taraniuk, Carolyn discusses balancing security with user experience, AI's evolving role in fraud prevention and the importance of human oversight in security systems.
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How can you alleviate cost pressures in customer experience? (feat. Adrian Swinscoe & Jelena Bajic)
On this episode, we explore how to alleviate cost pressures in customer experience — and unlock the potential for CX to drive business growth.CX leaders face several competing pressures: budget constraints, the need to demonstrate ROI and rising customer expectations. Our expert guests provide practical, actionable insights on creating value-driven customer experiences that reduce costs, improve service quality and connect to measurable business outcomes.Listen for the compelling perspectives of Adrian Swinscoe, author of Punk CX and Punk XL, customer experience advisor and workshop facilitator, and Jelena Bajic, global vice president, customer experience operations and transformation at TELUS Digital.Show notesTune in to Adrian's show, Punk CX, for more conversations about customer experience.
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How can brands scale their digital customer success programs efficiently? (feat. Samantha David of monday.com)
On this episode, we explore how B2B SaaS platform monday.com has scaled its digital customer success programs to support rapid growth — and how these programs are optimized to meet each customer at their specific point along the customer journey.As businesses expand, there are more customers to support and the same amount of time in each day. That means customer success teams face the challenge of ensuring clients derive maximum value from products or services at scale. This growth can make providing consistent one-to-one support, particularly to smaller customers, increasingly difficult.To strategically support its expanding customer base, monday.com introduced office hours — scheduled sessions where small groups of customers receive live training from a customer success manager (CSM), followed by dedicated time for questions and answers.Listen for the informative insights of Samantha David, digital customer success program manager at monday.com, as she shares valuable insights on how office hours complement monday.com’s traditional customer success approaches. Learn how monday.com leverages customer segmentation and data-driven insights to deliver tailored support at scale, and discover best practices for CSMs looking to implement similar digital content strategies in their own organizations.Visit our website to learn more about TELUS Digital.
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What trends are shaping trust and safety programs in 2025? (feat. Peter Ryan and Ljubiša Velikić)
On this episode, we discuss trust and safety trends — including emerging challenges and opportunities — and how the evolution of technology is shaping CX leaders' priorities in 2025.Fraudulent activity, cyber attacks, data breaches and harmful user-generated content are on the rise. To combat these threats, robust trust and safety programs have become more important than ever. Our expert guests share how organizations are adapting their approaches despite resource constraints and explain why proactive trust and safety programs are crucial in delivering exceptional customer experiences.Listen for the compelling insights of Peter Ryan, president and principal analyst at Ryan Strategic Advisory, and Ljubiša Velikić, vice president, trust and safety at TELUS Digital.Show notesWant to learn more about the latest trends in trust and safety programs? Download a copy of TELUS Digital's report, Safety in numbers: Trust and safety trends, 2025.
About Questions for now - Compelling perspectives on digital CX
Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.
Listen to Questions for now - Compelling perspectives on digital CX, The Diary Of A CEO with Steven Bartlett and many other podcasts from around the world with the radio.net app
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