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For Customer Experience Professionals

Brief: Visa Tackles A Thorny CX Problem With Smartphones

Passive Data Collection Streamlines Fraud Detection

May 5, 2015

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Why Read This Brief

Visa's new service, Mobile Location Confirmation, uses smartphone location data to boost the accuracy of fraud detection algorithms. The initiative is a win for all involved: Customers will be less likely to endure the hassle, and embarrassment, of incorrectly declined cards, while Visa and its clients will cut mistaken fraud alerts by 30%. This brief explores what customer experience (CX) professionals can learn from Visa's shrewd approach to technology-driven experience improvements.

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