Payments SmartCast AI and Customer-Centricity to Fight Fraud
Sep 8, 2025
In this engaging discussion, Saurabh Joshi, President of CSG Forte, and Amy Morris, Senior Director at Nacha, explore the intersection of AI and customer-centricity in combating payment fraud. They highlight the importance of understanding customer journeys and behavior to tailor solutions effectively. Saurabh shares insights on using AI for risk monitoring and fraud detection, while Amy emphasizes compliance with NACHA rules. Together, they forecast a future driven by real-time payments and AI innovations, underscoring the need for seamless user experiences.
AI Snips
Chapters
Transcript
Episode notes
Payments Shape Lasting Impressions
- Payments are often the last interaction and shape lasting customer impressions.
- Designing with the customer front-and-center prevents trust erosion and lost transactions.
Segment And Map Payment Journeys
- Segment customers and map their payment journeys before designing experiences.
- Analyze behavioral signals and A/B test flows to improve authorization and checkout rates.
Monitor Behavior With Real-Time Loops
- Continuously monitor omni-channel customer behavior and implement real-time feedback loops.
- Leverage AI and event-triggered engagement to adapt experiences as behaviors change.