While trust and safety budgets, teams, and partnerships have been cut over the last year, platforms are pushing to increase revenue through AI and new services. But is this what consumers want and need? With hundreds of sexual assault cases filed under the Uber Multi-District Litigation, hidden cameras in Airbnbs, and increased reports of assaults on Rover petsitters, consumer trust in marketplaces is waning. This panel will feature marketplaces, NGOs, and law firms to answer the questions: how much do consumers care about trust and safety - and how can investments in these areas bring back consumers & drive more revenue?

Many marketplaces and platforms are immune from the majority of “employment” laws. But there are broader laws at play, like the New York Fair Chance Act which the New York Human Rights Commission and New York Attorney General have made clear apply to most if not all platforms. Learn about the ins and outs and practical applications of this law and what you need to do to avoid being a target.

In today's fast-paced business environment, companies often overlook the valuable insights hidden within their customer experience (CX) data. This workshop will demonstrate how analyzing CX tickets and reviews can help organizations identify and mitigate potential risks before they escalate into larger issues. Participants will learn to recognize the value of CX data as an early warning system for risks using real-world examples, including a Chipotle case study where early signs of an E-Coli outbreak were evident in customer reviews. They will also develop strategies for effectively mining CX tickets and reviews for risk indicators using AI and setting up monitoring systems to raise significant threats to customer and brand safety. By the end of the workshop, attendees will be equipped with practical skills and insights to leverage CX data for proactive risk management in their own organizations.