Marketplaces are built on trust—but while fraud and platform abuse often take the spotlight, poor internal operations quietly undermine margins. Issues such as billing errors, compliance gaps, siloed data, and broken workflows represent hidden risks that steadily drain revenue and degrade the customer experience. This session explores how marketplace companies lose money due to outdated, manual internal processes. Through real-world examples, it highlights the revenue loss and reputational damage caused by operational inefficiencies. The presentation demonstrates how operational audits combined with AI tools can deliver immediate, measurable improvements. Attendees will gain a practical blueprint to audit back-office operations to uncover hidden risks and financial leakage, implement KPIs that identify performance gaps across teams, leverage ChatGPT and automation to reduce manual workload, and develop scalable standard operating procedures (SOPs) that drive growth and ensure compliance.

This One Talk Connects Three Internet Revolutions—Apps, Music, and now —Identity The App Store Was Anti-Fraud. iTunes Was Anti-Fraud. This Is Act Three Act 1: Let go the box—The App Store is limitless. Act 2: Music piracy becomes obsolete—verified downloads avoid risk. Act 3: Owner-controlled identity is a benefit—making profile fraud obsolete. Transition responsibility back to the rightful owner—unlimited access, continuous deterrence.

First-party fraud has evolved into a gamified hustle. On TikTok, Reddit, and YouTube, users openly share tactics to score free subscriptions, refunds, and digital goods. At the same time, Visa’s new Compelling Evidence 3.0 rules are changing how merchants can fight back in the dispute process. This session, led by two former Visa leaders with direct experience shaping the rules around first-party fraud. They will expose how “morally flexible” users exploit platforms at every stage of the lifecycle from onboarding blind spots to chargeback abuse. They will explore how “security theater” can keep good users honest while ensuring platforms collect the right data to win disputes. If fraud has become a game for your users, are you playing or just letting them win? Attendees will leave with sharper instincts, practical strategies, and a clear view of how CE 3.0 is rewriting the playbook on first-party fraud.

Trust & Safety has always faced a shifting landscape, with external and internal demands competing for limited attention and capacity to meet them. How do you juggle that regulator inquiry against a flood of user flags while also advising the Product team on risk mitigation when there’s only one of you? And how do you prioritize a limited development budget when your list of P0 requests could 404 a Jira board? Industry veterans come together to discuss their solutions for doing as much as possible with less, and how it inspired the creation of shared industry tools and resources.

This workshop will be between Maria Allgaier & Caroline Humer. They will discuss what the current structure of Trust and safety is like when dealing with adult content, what the space is missing, and also what other marketplaces & companies can takeaway from adult T&S practices. The overarching theme is how to make all platforms safer when faced with adult content, but also sheeding a light on a very secreative and taboo industry.