Matthew Townend and Cavell Group team set to deliver practical advice and insight at Cloud Connections 2024, Podcast
“I have already had my marching orders from Clark and Joe that I've got to make ...
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Establishing a trust framework for B2C communications, Caller ID Reputation Podcast
18 Mar, 2024
Establishing a trust framework: “It is what it is because there's just no trust. And so that's actually the topic of conversation I'd like to have with you today is how do we create that trust?” Gerry Christensen will be presenting at the Cloud Connections event this April.
“I would love to see somebody do a study on this, is to figure out, quantitatively speaking, what is the impact of legitimate businesses not being able to reach their customers for a variety of reasons,” says Gerry Christensen, Head of Partnerships and Regulatory Compliance, Caller ID Reputation. A lot of studies have looked at the direct damage fraudulent activity has made. However, what about the cost of lost communication, where the communication attempt was legitimate? “We now have a culture of not answering the phone.”
Recently, while traveling for the ITEXPO in Florida, Gerry and his wife visited a Publix supermarket, where Gerry’s bank decided the use, their card might be a potential fraud. Probably, everyone has had the experience, especially while traveling, of having a normal transaction in place that you’re not normally at, being flagged. But what happened next gets to the heart of the problem. The bank issued a fraud alert text that Gerry did not respond to because the fraud alert text was, itself, determined to be spam by Gerry’s carrier. A live example of how legitimate business transactions are being disrupted by the degradation of basic real rime communications. Adverse call labeling can occur at the wrong time and place, and for the wrong party. “It is, what it is, because there's just no trust. And so that's the topic of conversation I'd like to have with you today is how do we create that trust?”
“How can we get together, as an industry, to provide a variety of solutions that any one of these solutions by themselves would be very helpful but taken together and optimized as a whole would be extremely helpful for enterprise.”
