The Hidden Cost Center: Policy Abuse, Fraud, and the New Customer Success Mandate

Policy abuse is a growing hidden cost across Customer Support and CX — driving repeat refunds, cancellation loops, and promo disputes that strain teams and erode margins. Traditional workflows can’t reliably separate good-faith customers from repeat or coordinated abusers, putting both profitability and CSAT at risk. In this on-demand session from Emerj and Riskified, leaders from Adobe and Riskified break down how policy abuse shows up inside support organizations — and what CX leaders need to monitor to stay ahead. Speakers: Robert Rose — Senior Director of Customer Experience, Adobe Jeff Otto — CMO, Riskified Hosted by Daniel Faggella — CEO & Head of Research, Emerj Watch to learn how enterprise teams are identifying abuse patterns and protecting both customer trust and revenue.