The panel delves into what consumers truly value and how these insights can be harnessed to create better experiences across the entire customer lifecycle, from originations through to onboarding, retention and engagement.

Join us as we discuss the CX trends to look out for in 2025, delve into the tools organisations are leveraging to create cutting-edge digital experiences, and provide you with actionable strategies to enhance your customer experience and drive business success.

Want more CX insights? Download our guide Begin new relationships, deepen existing ones to uncover more in-depth insights into how you can transform you customer experience to elevate customer relationships and achieve sustainable growth.

With contributions from fraud and identity experts, the report offers readers a unique and insightful perspective into the volumes of risky transactions occurring within different industries and the activities employed by fraudsters both in the UK and globally. Alongside this are observations and commentary on approaches and solutions that can counter these threats.

To pick over some of the key trends and themes identified, host Harriet Sloan (Head of Fraud Analytics at TransUnion UK) sits down with Tony Sales (Co-Founder and Head of Innovation at We Fight Fraud) and** Nick Dumonde (Head of Market Strategy – Insurance at TransUnion UK).**

Tony - formerly ‘Britain's greatest fraudster’ - is a leading authority on social engineering, fraud and cybercrime and offers a unique perspective into the world of fraud and scam prevention. He has seen how criminals have moved from targeting businesses to consumers and the influence economic conditions have had on vulnerable consumers. Topics covered include the black market for ghost broking and insurance fraud, the danger money muling poses to the financially vulnerable, the importance of effectively educating consumers to spot scams and the threats posed and solutions offered by emerging technology including artificial intelligence.

References:

• The '40% of all crime is fraud' quoted by Tony Sales is cited from numerous sources including https://thefintechtimes.com/which-recommends-a-fraud-minister-to-tackle-40-of-uk-crime-fraud/

• Fraud trends and the international nature of digital crime
• The impact of crime on consumers and the role education can play in mitigating risks of financial crime
• How technology is both an enabler and preventor of modern crime

Plus, Jamie updates us on his search for Dr Ruja Ignatova. Dr Ruja is the only woman currently on the FBI’s Ten Most Wanted Fugitives list and the main protagonist in The Missing Cryptoqueen the award-winning podcast series Jamie produces with Georgia Catt.

This espisode of Data, Strategies and Trust features key findings from our State of Omnichannel Fraud Report. Our annual report features insights surrounding digital fraud trends, as well as practical steps businesses can take to mitigate synthetic identities, improve fraud detection, and reduce false positives.

In this podcast we dive into the role fraud and identity solutions have in creating secure and outstanding customer experiences. Since 2020, digital fraud and financial crime has exploded, negatively impacting on consumer and business confidence and trust.

Delivering a great onboarding experience during customer acquisition is a universal ambition for digital leaders. To demonstrate common dominators and differences across borders, and provide the best insights possible, we've brought in expert perspectives from different markets.

Presenter Josh Gunnell, Director - Fraud Solutions TransUnion in the UK, is joined by:

• Patrick Boudreau - Head, Identity Management & Fraud, TransUnion, Canada
• Megha Khetarpal- Director, Fraud Solutions Lead for Emerging Markets, TransUnion, India

Topics covered include unlocking friction-right design, customer experience across the customer journey and awareness of fraud threats in the digital world.

Research cited by Megha Khetarpal:

• Question 1: Using findings from TransUnion's ongoing Consumer Pulse research survey. Each quarter TransUnion tracks consumer attitudes and experiences towards credit, fraud and related themes.

• Questions 2 response: Insights referenced come from a Deloitte study into the gap between what consumers think of financial services institutions vs. their favourite technology brand. Research cited: Accelerating Digital Transformation in Banking, July 2018, Deliotte Insights.

Our TransUnion Summit 2021 was themed around the 'Future'. The event explored the ongoing realignment of consumer and business relationships during COVID-19, and focused on creating a better understanding of consumer needs, industry developments and approaches to inform future growth plans.

Speakers from different sectors shared big, renewable ideas, took deep dives into disruptive solutions and explained important emerging data trends that can help empower you and your team to be successful in the future economy.

This episode of the TransUnion Data, Strategies and Trust, podcast series features a panel discussion recorded live at our event. It covers some of the key economic, consumer and technology topics that are - and will continue - to dominate into 2022. The panel of experts that you'll hear from: 

• Sam Welch, Strategic Accounts Sales Director, TransUnion (UK)
• Shail Deep, Chief Product Officer , TransUnion (UK)
• Jonathan Baum, Banking Expert and Advisor to TransUnion
• Simon Taylor, Barclaycard

Listen to the panel discuss the current economic outlook, consumer adoption and future direction of Buy Now Pay Later (BNPL), consumer credit education and embracing Environmental, Social, and Governance (ESG).

Our experts will explore the changing fraud landscape and its knock-on effect on consumer trust and CX across generations, and how FinTechs are likely to adapt to shifting consumer preferences — and new and fierce competitors — to maintain their innovative edge.

Our expert guests are:

• Steve Wishart, Head of FinTech, TransUnion UK
• Josh Gunnel, Head of Fraud Pre-Sales, TransUnion UK

**This episode references one of the reports available to download now from our website:

**TransUnion sponsored The Economist Intelligence Unit to conduct a global survey of 1,610 executives — delving into their mindsets and perceptions around fraud, security and commerce trends in the digital domain.

New Dimensions of Change: Building Trust in a Digital Consumer Landscape report, created by The Economist Intelligence Unit and sponsored by TransUnion, is available to download now on our website: https://solutions.transunion.co.uk/digitalconsumertrust/