Navigating rapid growth: Chewy’s strategies for balancing customer centricity and fraud prevention
Learn how to balance CX approaches with necessary friction, and using data to distinguish good customers from bad actors.
Striking the perfect balance between the CX and fraud management
Chewy’s Chief Data and Security Officer Srini Srinivasan delves into the company’s impressive growth trajectory and the associated challenges of managing escalating demands, while ensuring exceptional customer satisfaction. Take away key strategies for combating fraud, leveraging comprehensive customer data to enhance service, and training customer service agents for empathetic, first-call resolution.
Chewy’s Chief Data and Security Officer
Customer-first is the top operating principle that we live by day in, day out and it is also making a lot of financial sense for us. These investments are reducing our total fraud loss and improving our authorization rates with our bank and building our overall image.
