Generative AI has made incredible advances in the recent months, which have taken the world by storm. However, most businesses and companies run on a different type of AI called Predictive AI. This talk will discuss the tradeoffs that a live Predictive ML system makes to manage risk, trust, and safety when disbursing billions of dollars of P&L each year in Shipt's on-demand delivery marketplace.

Given the time and energy we spend worrying about the Internet‘s flaws, it’s easy to forget how the Internet makes our lives better in many ways. This talk will highlight one under-appreciated aspect: how the Internet has the capacity to improve the human species by increasing pro-social interactions and reducing anti-social ones. The talk will also show how this scenario probably won’t be realized because of misguided regulatory efforts to “fix” the Internet.

Offering insights from four different marketplace verticals, these seasoned industry experts will share how their marketplaces' trust & safety function is prioritized and structured, and they will talk about the most common trust & safety issues they all face – and explain how they confront them, too. Marketplace and digital platform founders and leaders can take away actionable tactics and techniques to help them identify and mitigate risk and trust & safety issues.

Generative AI is completely rewriting trust & safety operations for risk leaders. During this session, LogicLoop and McFadyen Digital will discuss how Generative AI affects onboarding and ongoing risks for platforms - from product descriptions, content hosting, ratings and reviews to payments (and beyond). They'll share strategies on how to use generative AI more proactively in your product, and discuss novel prompt safety techniques. Attendees will experience hands-on exercises and demos, and will walk away with concrete ways to lead Generative AI discussions and implementations to secure their marketplaces.

As platform trust & safety has evolved, so, too, has the need for collaboration among various departments. During this session, various platform operators will discuss how departments or teams outside trust & safety, namely operations, leadership and engineering, view and measure trust & safety. They will also explore what trust & safety teams can do to build relationships with other departments and teams. Finally, they will provide tips for building business cases about scaling and tooling trust & safety.

Identity verification is essential to thwarting fraudsters before they can cause damage. The savvy bad actor may circumvent traditional techniques like phone numbers and emails, but more efficient methods utilizing behavioral data will make sure criminal schemes are stopped in their tracks. Industry experts will demonstrate how location data provides a new digital identity to combat fraud in marketplaces and discuss the importance of behavioral data to increase trust between companies and users. Through behavioral information, these measures can prevent common issues such as CNP fraud, promotion abuse, and money laundering. At the same time, verifying accounts are legitimate - all intending to boost user trust when interacting online.

This session will explore lessons learned from building and deploying tools to counter adversarial threats at Airbnb, Cinder, Etsy, and Meta. We will discuss how threats manifest uniquely across different marketplace types, the challenges and opportunities of investigating networks, and offer lessons learned regarding tooling for trust & safety practitioners mitigating the impact of sophisticated adversaries on different types of marketplaces.

In this session, industry experts will explore the sophisticated fraud techniques targeting companies, including real-world examples of how challenges in sharing economy can result in detrimental financial losses and reputational damage. They'll also discuss a case study that successfully helped partners reduce fraud losses and social engineering scams by 97.5%. You'll hear about examples from Lyft, Shipt, and other companies about how fraudsters commit fraud, how companies make build vs buy decisions to fight it, and how such systems are actually built and operated. And, they will share various tactics fraudsters leverage in different marketplaces verticals (ex: gig, physical goods, social, B2B, and how marketplace merchants are implementing technologies that can detect and combat them – both on the seller AND the buyer side.

By 2027, third-party sales through online marketplaces will be the largest and fastest-growing retail channel, accounting for 59% of all global retail sales growth. The online marketplace ecosystem is convenient for consumers and lucrative for sellers - but ripe for fraud on both sides of the transaction. And yet, only one-third of marketplaces today view seller fraud as a significant risk. During this session, join Jennifer Kelly, Sr Director of Seller Verification from Etsy, and Eric Morse, Trulioo Chief Revenue Officer to learn various types of seller fraud and risks to businesses today and how to combat seller fraud on multiple fronts. This session will also explore ways to adapt to ever-changing regulations designed to support trust and safety and new strategies to provide governance around onboarding, account takeovers, and ongoing fraud.

During this session, Deniz Ertan, Senior Director of Buyer Risk at eBay, will outline three key ways that building trust has helped her team to outperform expectations and become a growth engine for the team. By attending, you’ll learn how Deniz created uplift in eBay’s GMV by establishing the Trusted Buyer program to reward genuine customers, building greater lifetime value - all while minimizing the risk of fraud. This session will explore partnering with different business units to position trust and safety as a business driver rather than a risk factor. Finally, attendees will learn about developing analytics that tie into balancing the risk of decision making with the reward of business uplift.

Terms of use can be a powerful tool for protecting B2C and B2B marketplaces and digital platforms, including by limiting liability and compelling arbitration, among other benefits. But there are specific requirements to ensure that your terms of use are enforceable, both in form and in substance. During this session, you will get practical advice on how you should design acceptance to your terms of use, what terms you should include, best practices on ensuring they are enforceable, and learn from real stories of success and failure.

DoorDash’s Trust & Safety team is constantly adopting new technology and safety features to help Dashers stay safe before, during, and after every delivery. This session describes how DoorDash partnered with samdesk to integrate real-time crisis alerts into its workflows and proactively monitor for disruptions. In the event of an emergency, DoorDash quickly alerts Dashers, customers and merchants about the incident and suspends operations near the impacted area. Attendees will learn how real-time alerts were rolled out alongside a suite of safety technologies and how they combine to keep mobile Dashers safe despite not being tied to a single physical location.

This session will discuss the benefits of data sharing so insurance carriers, in combination with brokers, can help advise clients on risk mitigation strategies. By combining anonymized data from marketplaces with a carrier's claim data, together the parties can evaluate trends and develop strategies to limit liability, all centered around the data. This session will include some hypothetical scenarios marketplaces commonly encounter and provide real-life examples of how insurance companies can help mitigate risk.

On-demand delivery and gig platforms are growing rapidly. At the same time, claims costs, legal liability, and regulator pressure are increasing. While platforms have safety features that support drivers in unsafe situations, they aren’t proactively reducing crash risk, claims costs, and legal fees. This is costing them millions in operational expenses and damaging their brands. With telematics programs, drivers get coaching and incentives to help them stay safe on the road and get help after a crash, preventing thousands of crashes before they happen, and saving millions in expenses in the process.

"Marketplaces often struggle to get the data and tools they need to protect themselves from fraud and abuse on their platforms. Getting buy-in from business stakeholders, managing vendor performance, and getting projects on the tech team's roadmap can take more time than fighting fraud itself. When fraud is shut down in one part of the digital ecosystem, it pops up in another. Join this marketplace panel as we explore pathways to get out of whack-a-mole fraud fighting, including the adoption of Journey-Time Orchestration (JTO) to get data for every user journey in a single place and to prevent losses by changing those user journeys directly. In this session, attendees will also learn: - Key benefits and hear real-life customer experiences with JTO - How marketplaces are able to see, understand, and act upon every single customer action - How to boost revenue growth without any friction when a transaction is completed"

As more innovative companies launch into marketplaces for gig work there are new risks uncovered for the contracted workforce. This panel will explore the key challenges faced by three different marketplace businesses - both B2B and B2C. Founders will share how they are actively managing the risks and what solutions exist from the insurance industry. By managing these risks, these companies are enabling a higher degree of freedom and flexibility in the contracted workforce.

Safe digital access for all is one of the pre-requisites in today’s digital economy, yet too often not enough consideration is given to how biometrics performs across ethnic, gender and age demographics or accessibility for visually and physically challenged users. In this session we will examine the pitfalls for marketplaces and identity providers to make sure that all users can be welcomed, verified and become trusted users.

In today’s economy, a new generation of digital marketplaces are pushing the boundaries of where marketplaces can successfully exist, driven in large part by a better understanding of the marketplace business model, maturity in infrastructure providers, and positive changes in regulatory and advocacy domains. The macro environment for digital marketplaces is ripe for further growth, however, it’s critical for marketplace operators to understand how to effectively scale their business in order to achieve long-term success. Join our session to learn about the seven keys to success when it comes to scaling a marketplace business. Practical recommendations from this session can help you identify key drivers of growth, as well as areas to upgrade your capabilities and streamline business operations as your business expands.

Taken from Equinix’s campaign around building spaces where people can say they are safe, they belong and they matter, this session will explore the ways marketplaces and digital platforms can foster inclusive communities when implementing comprehensive trust & safety programs and policies. Participants will explore what inclusivity means to them before diving into case studies from HopSkipDrive and Sittercity. Additionally, participants will explore how issues of inclusivity come up in the context of trust and safety. This session is intended to be highly interactive where participants can share their lived experiences regarding inclusivity.

Background checks have become essential components of risk management as well as trust & safety for marketplaces and digital platforms. During this session, industry expert Pam Devata will cover just about everything you need to know to be compliant with state and federal laws. She will also explore how your businesses take on risk when leveraging background checks (and how they can stay compliant).

Every marketplace needs insurance - but how do you know what is best for your platform in an ever-changing insurance landscape. Understanding the current marketplace insurance trends and future predictions will help you design the best insurance program for your platform. During this session, you will hear trends and predictions from THE insurance experts for marketplaces and digital platforms.

New technologies and transportation platforms merit the need for creative solutions to establish trust and safety for consumers and mitigate risks for companies. In this session, experts will discuss innovative approaches to using technology to enhance trust and safety while addressing the evolving risk and insurance landscape. The discussion will explore challenges and opportunities presented by these changes and provide insights into how companies can adapt and thrive in this new environment.

Fake reviews directly influenced $152 billion online spending globally in 2021. The advent of powerful AI content-generating tools means writing fake reviews has never been easier. As regulators turn their focus to cracking down on review fraud, the time is right for platforms to tackle it. This session will dive into the power of combining behavioral analytics and continual monitoring to identify fake reviews and the bad actors behind them, as well as what regulatory changes are driving companies to act in 2023, including academic research proving this innovative approach works best.

To create and maintain trust with its users, identity verification is essential for any business operating online. Working with some of world's leading marketplaces, mobility businesses, and other sharing economy companies around the world, online identity verification helps businesses to grow into new markets with confidence by ensuring that people are effectively safeguarded and eligible to use their services. Trust and safety have become key consideration for users, on top of ease of access and experience. But should this be a challenge for e-commerce platforms looking to gain a competitive edge in an increasingly dynamic market? In this presentation, experts will dispel the myth that safety is an impediment to scalability. Attendees will discover ways to leverage identity in digital communities to improve trust and safety, why honest users and digital platforms alike benefit from improved safety and identity practices, and insights into a specific business case.

In this session founders will be talking through how they got their marketplaces off the ground, reflecting on key moments in their journeys, sharing insights about risk management and trust & safety among other valuable lessons, and discussing both good and bad choices along the way, in hindsight.

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For many marketplaces and digital platforms, investors represent the best opportunity for growth and success. But what do investors care about when it comes to risk management? Some investors may be bigger risk takers, while others may be more conservative. During this session, you'll hear various perspectives on risk from different investors in marketplaces and digital platforms, including which risks to take and which risks to avoid.

Best practices for handling incidents and claims are essential for maintaining insurance compliance and avoiding legal and financial repercussions. This involves implementing clear policies and procedures for incident reporting, investigation, and documentation, as well as having a dedicated team to manage claims.To ensure compliance with insurance regulations, businesses should prioritize timely and accurate incident reporting, including gathering all relevant information and notifying insurance providers as soon as possible. By prioritizing these factors and continuously evaluating and improving processes, businesses can ensure compliance with insurance regulations and minimize legal and financial risks.

You may have heard of ICs, W2s, 1099s, AB 5, Prop 22, the ABC Test… The list of acronyms and terms in the ever-evolving world of worker classification can seem like too much to get your arms around at times. Come join us for a back-to-basics session on worker classification issues for marketplaces where all are welcome and there is no such thing as a dumb question!

The best way to prevent risk is to evaluate your current weak spots. In this session we will cover six common areas where marketplaces experience risk - marketing, platform, user management/operations, security, legal documents, and trust. This will be a great opportunity to evaluate your platform through a six-step audit.