Even the best customer experience can fall apart in an instant if a user is scammed, harassed, or loses trust in your platform. What many companies overlook is that these are more than just safety failures. They are customer experience failures. And when trust breaks down, so does retention.
As platforms grow more complex and user expectations rise, the line between protecting users and delighting them has all but disappeared. A scammer slipping through moderation, a flood of fake reviews, or a mishandled abuse report is more than just a safety failure; it’s a customer experience failure.
Our latest ebook explores how integrating trust and safety into the heart of your CX strategy can turn moments of friction into opportunities to build loyalty. Drawing on insights from three leading experts who joined WebPurify’s — an IntouchCX company — webinar Turning Trust & Safety into a CX Advantage, you’ll hear from:
- Francis Stones, Global Head of Brand Safety, TikTok
- Deniz Alkan, Director of Reviews, Trustpilot
- AJ Brown, Chief Operating Officer, Brand Safety Institute
“T&S and marketing teams are usually not talking to each other. But they should be. Safety is part of your brand.”Deniz Alkan Director of Reviews, Trustpilot
Together, our experts offer practical and strategic guidance on how brands can use trust and safety not just to mitigate harm, but to provide faster support, drive loyalty, protect brand equity, and deliver seamless, “invisible” user journeys. Along with Webpurify’s Head of Trust & Safety for EMEA, Ailís Daly, they’ll explore:
- The most common CX friction points caused by poor moderation, including scams, abuse, and slow support
- The hidden costs of unmoderated platforms, from PR fallout to agent burnout
- How automation and AI (when paired with human oversight) can improve both safety and efficiency
- Real-world examples of moderation systems that reduced churn, improved CSAT, and cut operational costs
- A framework for breaking down organisational silos between CX, T&S, Legal, Product, and Marketing
- Tactical advice for aligning metrics, messaging, and escalation paths to build safer, more trusted platforms