A flawless customer journey can be ruined in seconds if a user encounters fraud, harassment, or anything that erodes their trust in your platform. While we may think these are trust and safety issues, they’re actually customer experience (CX) problems. And when trust fails, retention suffers.

Today’s platforms are more intricate than ever, and user expectations are sky-high. The boundary between safeguarding users and creating an exceptional experience has effectively disappeared. Whether it’s a scam that bypasses your moderation, a wave of fake reviews, or a poorly handled report of abuse, every safety lapse you experience is also a critical CX failure.

Our latest E-book shows just how weaving trust and safety into your CX strategy can transform these negative moments into opportunities for building loyalty and more engagement. Based on insights shared during WebPurify’s — an IntouchCX company — webinar Turning Trust & Safety into a CX Advantage, it features insights from:

Ailís Daly, Head of Trust & Safety, EMEA, WebPurify
Francis Stones, Global Head of Brand Safety, TikTok
Deniz Alkan, Director of Reviews, Trustpilot
AJ Brown, Chief Operating Officer, Brand Safety Institute

Our panel of experts share their actionable strategies for using trust and safety to not only prevent harm but to enhance support, strengthen loyalty, protect brand reputation, and create seamless user experiences. Alongside WebPurify’s Ailís Daly, they discuss:

• Key CX pain points linked to weak moderation, such as scams, abuse, and slow response times
  
• The hidden costs of failing to address harmful content, from reputational damage to agent burnout
  
• How AI and automation — combined with human expertise — can improve both user safety and operational efficiency
  
• Examples of moderation systems that lowered churn, boosted CSAT, and reduced costs
  
• How to bridge organisational silos between CX, Trust & Safety, Legal, Product, and Marketing
  
• Practical advice for aligning metrics, communication, and escalation processes to build safer, more trusted platforms

Click here to download the full E-book.