#822: From eTail: NoFraud Head of CX Breanna Moreno on customer loyalty, post-purchase abuse, and the moments after a sale

Summary

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Podcast Summary: The Agile Brand with Greg Kihlström® — Expert Mode Marketing Technology, AI, & CX

Episode #822: From eTail — NoFraud Head of CX Breanna Moreno on Customer Loyalty, Post-Purchase Abuse, and the Moments After a Sale
Date: March 4, 2026
Guest: Briana Moreno, Head of CX, NoFraud

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Episode Overview

This episode, recorded live at eTail Palm Springs, features Greg Kihlström in conversation with Briana Moreno, Head of CX at NoFraud, focusing on a critical but often overlooked threat to brand profitability and customer loyalty: post-purchase abuse. The discussion explores why brands need to look beyond the transaction and into the post-sale experience (returns, refunds, support) as increasing sources of fraud, margin leakage, and customer experience (CX) challenges. Briana draws on her deep experience from both the brand and SaaS sides to offer insights into the operational and technological shifts required to protect margins, empower CX teams, and foster true customer loyalty.

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Key Discussion Points & Insights

1. Shifting the Focus: From Checkout Fraud to Post-Purchase Abuse

Timestamps: 03:12–07:52

• Traditional Fraud Focus:
  • Historically, efforts centered on preventing fraud at checkout.
• Changing Consumer & Fraudster Behavior:
  • The rise of the “Amazon experience” and changing shopping habits have led to sophisticated post-purchase abuse.
  • These include inflated or false return claims, manipulated photos, friendly fraud, and abuse of generous policies.
• Insight:
  “Systems originally were designed to meet customer at checkout... our industry is estimating returns abuse and potential fraud is just exponentially greater than what merchants can attribute.”
  — Briana Moreno [03:31]

2. Fragmentation Creates Blind Spots

Timestamps: 04:35–07:08

• Operational Impact:
  • Fragmented systems and teams often cause brands to misattribute fraud losses to a “cost of doing business” instead of a solvable operational issue.
• Reactive, Not Proactive:
  • CX agents find themselves reacting under KPI pressure, lacking tools to determine legitimacy.
  • Technology allows photo manipulation and circumvention of systems.
• Insight:
  “It takes... literal probing to find is this person telling me the truth... photos can be manipulated in today’s day and age... I’m super excited that we have solutions to minimize the risk for those CX leaders—to give them the assurances that like, hey, this is a good customer.”
  — Briana Moreno [06:02]

3. Fraud is No Longer Black-and-White

Timestamps: 08:08–11:36

• Spectrum of Abuse:
  • Not all post-purchase abuse is from “criminals”—some is “friendly fraud” driven by rationalized justifications or financial stress.
• The Social Media Multiplier:
  • Abuse can go viral: one person posts a promo exploit or return workaround, leading to mass exploitation by thousands.
• Memorable Moment:
  “One person posting about it... it can lead to thousands of people taking advantage. Your company now has thousands of free orders that should not have happened... All because of one person posting about it.”
  — Briana Moreno [09:12]

4. Manual Investigation vs. Real-Time Intelligence

Timestamps: 11:36–14:29

• The Old Way:
  • Teams used to scour customer data, social media, Google—often feeling like investigators.
• Modern Capabilities:
  • Solutions like NoFraud (and partner Yofi) detect abuse patterns and automate responses, empowering agents to make smarter, more confident customer decisions.
• Recurring Abuse Types:
  • Tracking manipulation, fake damage photos, repetitive policy exploits.
• Brand Impact:
  “It was sustainable for them... So I’m super excited again that we can be able to build a solution that makes that impact to drive more revenue.”
  — Briana Moreno [13:32]

5. Metrics: Knowing What to Measure

Timestamps: 17:06–20:14

• Beyond Chargebacks:
  • Brands must account for all incremental costs: return fraud, chargebacks, replacement orders, photo-based abuse.
• Case Studies:
  • Everlane: Eliminated $30–40k/month in FTID (Fake Tracking ID) fraud, gained return fraud visibility.
  • Monday Swimwear: Increased revenue 4%, cut chargebacks by 92%.
• Practical Tip:
  “I would really challenge people to start looking at how much are you paying for all of these incremental costs... you might want to equip your support teams with empowerment to make better business decisions to lower those costs.”
  — Briana Moreno [17:26]

6. Customer Intent & the Next Era of Personalization

Timestamps: 21:11–25:49

• Intent as the Next Data Layer:
  • “Who is the customer?” is less important than, “What are they intending to do right now?”
• Fraud Deterrence = Better Loyalty:
  • Notifying abusers of detection often makes them go away quietly, minimizing damage.
• CX Empowerment at Scale:
  • Major fraud happens in everyday support conversations; new tools can provide real-time intelligence to differentiate between loyal vs. risky customers.
• Notable Quote:
  “A lot of this is happening in support... while it’s great that we’re partnered with all of these different tech solutions... a significant, if not the majority, of this fraud is happening in day to day conversations.”
  — Briana Moreno [24:31]

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Notable Quotes & Memorable Moments

• “I’m excited to broaden everybody’s perspective on what is fraud... I think generally people think they know.”
  — Briana Moreno [01:59]
• “You may think they’re a big giant company... but at the end of the day, their margins are so tight that this does impact them.”
  — Briana Moreno [07:52]
• “We were on this dark web thread of how to abuse our return policy...”
  — Briana Moreno [22:47]
• “How do you scale that? How do you attribute costs associated to that? Again, my finance teams are going, ‘Support, why are you spending X amount and giving free orders?’”
  — Briana Moreno [24:31]

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Takeaways for Marketing, CX, and Ops Leaders

• Post-purchase fraud is a hidden but critical source of margin loss and CX risk.
• Agentic, real-time data tools are essential to empower CX teams, not overburden them with manual investigation.
• Measuring the right metrics (total cost of abuse, not just chargebacks) reveals a fuller picture of ROI on anti-fraud tools.
• Customer intent should be a core part of personalization and loyalty initiatives, not just acquisition.
• Being proactive in publicizing robust anti-abuse systems can deter fraudsters and build long-term trust with loyal customers.

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Closing Reflections: Building the Agile CX Organization

Timestamps: 26:57–27:50

• Briana’s Approach to Agility:
  • Staying future-focused, always innovating for what’s next, and thinking merchant and customer-first.
• Quote:
  “Building solutions and product for [the future] now is going to help us drive our merchants to have even more value with us... Bringing a totally different thought process into the org and really challenging all of our thought partners to think merchant first and customer first.”
  — Briana Moreno [26:57]

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Transcript

[Briana Moreno]

The agile brand.

[Podcast Announcer]

Welcome to Season eight of the Agile Brand Podcast. This season we're going all in on

[Greg Kilstrom]

Expert Mode, MarTech, AI and Customer Experience, talking with the people and platforms behind

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the brands you know and love.

[Greg Kilstrom]

I'm Greg Kilstrom, your host and I help Fortune 1000 companies make sense of martech, AI and marketing ops. Hit subscribe or Follow to make sure you always get the latest episodes and leave us a rating so others can

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find us as well.

[Greg Kilstrom]

And make sure you check out our

[Briana Moreno]

sponsor Tech Systems, an industry leader in

[Greg Kilstrom]

full stack technology services, talent services and real world applications. For more information, go to teksystems.com now let's dive in.

[Interviewer]

Most brands are investing millions in creating seamless, generous customer experiences. But what if a small fraction of your customers are exploiting that generosity, forcing your best, most loyal customers to unknowingly pay an abuse tax through their higher prices or stricter policies. Agility requires moving beyond static one size with its all policies and embedding real time intelligence into the moments that matter. It's about empowering teams to adapt not just to who the customer is, but what they intend to do. Right now, today we're here at ETEL Palm Springs and we're going to talk about a massive and often invisible threat to brand profitability and customer loyalty. Post Purchase Abuse While brands have spent years optimizing the path to purchase, the moments that happen after the sale, returns, refunds and support interactions have become a significant source of margin leakage, pitting the goals of the CX team against the financial health of the business. To help me discuss this topic, I'd like to welcome Briana Moreno, head of CX at no Fraud. Brianna, welcome to the show.

[Briana Moreno]

Thank you so much for having me. I'm super honored to be here.

[Sponsor Voice]

Yeah.

[Interviewer]

Looking forward to this conversation. And you know, as I said, definitely, you know, I think this needs to be talked about a bit more. Right?

[Briana Moreno]

Yes. Yes. I'm excited to broaden everybody's perspective on what is fraud. I think generally people think they know, but I'm excited to dive in and hopefully help everybody kind of understand what it is and what's out there, what we need to look out for.

[Interviewer]

Absolutely. Yeah. So before we do that, why don't you give a little background on yourself and your role at no Fraud.

[Briana Moreno]

Yeah. So exciting. I just joined the team in January. No pressure. Baptized by fire here.

[Interviewer]

Just throwing you right into the.

[Briana Moreno]

I know, I know, but it's good, it's good. I'm super excited to be here. I came from the brand side. So I've lived it, breathed it. And so my hope and aspiration is to come here into the SaaS side, the tech side, and really help build better products to show up for our merchants. So again, my tenure has been in the brand space. I've had all of this experience and kind of understanding from a brand perspective, a merchant perspective, and then I built some really great tools and solutions with some partners throughout the SaaS community. And I'm just excited to come and join the team at a really exciting time and kind of see where we take it.

[Sponsor Voice]

Yeah, love it.

[Interviewer]

Well, yeah, let's, let's dive in then. And I want to start with the. Maybe at the high level here. So for years fraud prevention was primarily focused on the moment of transaction.

[Briana Moreno]

Yes.

[Interviewer]

What has changed in consumer behavior and the competitive landscape that's shifted the biggest financial threat from that checkout to the post purchase experience?

[Briana Moreno]

Yeah. I think again, systems originally were designed to meet customer at checkout. Like you mentioned, we've all been kind of reset to that Amazon experience. Right. And the reality is we know shopping behaviors are changing. Like right now our industry is estimating returns of abuse and you know, potential fraud is just exponentially greater than I think what merchants can attribute. And that's because all of these different fraud tactics or initiatives are across many different systems. So we're excited to kind of dive in and really build solutions that are going to protect merchants, allow you to over index on those really good customers. Because we know how sensitive costs are right now for our merchants. So again, we want to provide solutions that are actually going to be impactful. Not just another stack in your tech lineup, but again, something that's actually going to provide value.

[Interviewer]

Yeah. And so you mentioned all those systems and just that fragmentation across not only tools, but teams too. Right. So, you know, as, as kind of a blind spot there. You know, how should a marketing or CX leader refrain this? You know, is this just kind of cost of doing business or is it a fundamental operational issue that's, you know, causing all of those things that you mentioned, you know, eroding margins, all, all those things as well as the experience for customers?

[Briana Moreno]

Yeah, no, it's, it's definitely an operational issue that obviously directly impacts the profitability of that customer experience. So like I said, we're super in tune with, you know, brands having really tight margins right now. We have, you know, from an industry perspective, like we understand that things are tight and brands have to be more strategic. And the reality is, I don't think many Brands even understand the cost of these potential abuse or fraudsters because it's so sporadic. And so that's why we're super excited to be here and to help educate. And again, we can run diagnostics to even just, look, maybe you're not, maybe you're not being targeted for abuse, but a lot of CX leaders, I can sit down with them again, having been in their shoes and say, how many conversations have you had where people are asking for discount codes? How many conversations have you had where people are like, hey, my package arrived damaged. Hey, here's a picture. And so it's really exciting to have solutions now to be able to limit the risk because as an agent, you're just like reacting, right? You're like, I've got to work on a KPI, I got to respond to this within X amount of time. And it takes so much just literal probing to find is this person telling me the truth. And then even something down to photos can be manipulated in today's day and age with today's technology. And so I'm super excited that we have solutions to minimize the risk for those CX leaders to be able to give them the assurances that like, hey, this is a good customer. Why don't you activate a surprise and delight for them? Right. Whether that be an immediate refund or maybe you give them, you know, additional benefit to exchange, whatever that may be. These brands can make specific decisions with confidence, knowing that they have the data at their fingertips.

[Interviewer]

Right, right. Yeah. So the visibility there lets them make the best decision.

[Briana Moreno]

Exactly. Yeah. Meet the customer where they're at in a good situation. Right. Create loyalty, drive, experience, and then we can create those, those breaks, hit those breaks in the other capacity where maybe it's a potential fraud abuse, maybe it is an actual fraud ring, like all of those activations, which you don't have to sit there and go probe and look through Shopify records and start shipping addresses, use different email addresses. So, you know, people get more and more intuitive with fraud, unfortunately. And there's even instances where maybe it's friendly fraud, you know, where they don't necessarily. Or they're not coming in as a bad person, but they think, oh, I can manipulate this brand, they can afford it.

[Interviewer]

Right.

[Briana Moreno]

And the unfortunate part is we know brands can't afford it. You may think they're a big giant company because, you know, they're shipping all over the world, but at the end of the day, their margins are so tight that this does impact them, this does impact their overhead, this does impact they run their business. So.

[Interviewer]

Yeah, I mean, I think, and I think that's an interesting point is, you know, there, there's probably a traditional view of fraud and, and the, the criminals that perpetrate that fraud. And, and you mentioned, you know, there are fraud rings and there, there are those things. Yes, you know, certainly. But some of the, this is also from people that, you know, you kind of refer to, you know, there's financial insecurity, there's, there's other things that, there's a little gray area maybe in how they're thinking, let's put it that way.

[Briana Moreno]

Yeah.

[Interviewer]

How does this shift from a criminal fraud, kind of a binary issue to a more rationalized abuse mindset? Change how CX and operations teams should tactically handle these things?

[Briana Moreno]

Yeah. So you can think, and especially if you're in the CX space, you can think of social media. Every CX leader is like, the minute a customer says, I'm going to post about you on social media, you're immediately like, oh my gosh, no. Oh shoot. Oh shoot. The same applies for any type of manipulative activation that this person may want to do. So they may be upset about some sort of a situation. They may be like, hey guys, I just happened to get, I found this code and it gave me 100% off my order. And then it piles on much like social media does. And it can lead to thousands of people taking advantage. And your company now has thousands of free orders that should not have happened. Right. And all because of one person posting about it. And we actually had this happen to a brand that we work with. And so they were so excited to partner with us because now we just minimize that risk because now with our network we can identify situations like that and they can immediately catch it versus waiting. That's the other part. With social media, like, oftentimes those conversations are happening over here in nowhere land. You as a brand don't necessarily get wind of it unless you were tagged or unless somebody shares it with you. Like maybe one of your good customers is like, hey, heads up, have you seen this? And this has happened to me at several brands I've worked with. So this is again, the reality of the social complexities that we're working with. So the beauty is being able to have a solution with no fraud in our new acquired partner. Yofi has been something that me as a CX leader dreamed about, like literally dreamed about. I mean, I remember the days way back when, when we were googling these people to try to understand who they were and in a space where we did like warehouse sales, right. Where they're like in person, super low costs, zero margins, you're just trying to get rid of inventory. And then people try to take that, manipulate. I mean I'm telling you we, I was a group of like moms, we worked together and we were like investigating to try to determine is this person ripping us off. So again to be able to have that at the, at your fingertips is something that's just so innovative and I'm so excited to be part of it.

[Interviewer]

Yeah. And I mean, you know, to that point all of the people involved at the, at the brand, their jobs, this is, this is something in addition to like, you know, there's systems to prevent certain types of fraud. This I would imagine a lot more subtle and harder to detect. And so you know, it would need to be a team's full time job almost to do this.

[Briana Moreno]

And to be honest with you, a lot of brands do have that in historically that payment fraud, those chargebacks, like that's been again very upfront at checkout where you can minimize risk which is great and we need that 100%. But again there's always those post purchase experiences that people were now seeing are manipulating. For instance, they're manipulating tracking IDs, they're manipulating tracking. And it's so crazy to me because my mind is immediately like, well how do they do that? And our team is like, here's the websites that you can go to. And I'm just like wow, wow, mind boggling. Because when you get that support ticket, you're just like, oh wow. Your tracking says delivered. Our warehouse didn't, you know, submit your return. Let me go ahead and just do that for you. Meanwhile, you're now out the money, you've refunded them, they still have the product and you're, they could be doing this over and over and over and over again. So what we've seen from an industry is returns, you know, 100 billion plus is probably more likely higher than that because again like we talked about those, those incremental costs that are within various tools. So I don't even think, I'm sure it's far over a hundred billion. But the reality is you have all of this different type of abuse happening to your brand. Whether friendly. Like again people are like, oh no big deal, they ship. Me too. I'm just gonna keep, yeah, I'm just gonna keep this one versus those that are more in, you know, intuitive. And so this is where you saw brands cutting so much in the experience level like now we're going to charge for returns because they couldn't, they couldn't. It was sustainable for them. And so I'm super excited again that we can be able to build a solution that makes that impact to drive more revenue so we can, we can bring in more revenue on the upfront. Right? We're going to approve more of your, your payments, we're going to minimize risk with chargebacks and then on the back end, we're protecting you from that return and policy abuse. Policy abuse is like those conversational aspects of support where your agents, you could have a giant team, you could have a teeny tiny team again. We just want them to be able to work smarter and not be so handicapped and have assurances that look, I'm going to take care of this customer. I'm going to go above and beyond versus whoa. I'm going to pump the braves and we can automate. Both brands have the ability to make the decisions of how they deem best for their specific brand, guidelines, functions, whatever. But yeah, it's been crazy to see the transformation of our industry, especially from being in IT and from the very beginning to now of how unfortunately intuitive these fraudsters can get.

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[Interviewer]

And so then from measuring this, I mean certainly there's some hobbyist metrics I'm sure that, that you know, are, that we could talk about. But what, what are some of the key metrics that you know, when you're working with, with people at brands like what should they be paying attention to that maybe they're not immediately thinking of?

[Briana Moreno]

Yeah, I would really challenge people to start looking at how much are you paying for all of these incremental costs, which you're probably attributing to a cost of bit of doing business and operational costs like we talked about. Look at that and really try to narrow down how much are we spending? Because the reality is you might want to equip your support teams with empowerment to make better business decisions to lower those costs. So I'm always thinking cost wise and I'm thinking just should you have that item returned back or is that costing you more so brands can determine? Look, are you refunding upon inspection or are you refunding upon tracking? You know, once you put it in the mail and then the carrier scans it, you're going to get your refund versus warehouse needs to inspect it. There is so much opportunity to really drive in to those costs and understand those costs. When we think of success, you know, we've had a, we've had a really great case study with Everlane. Encourage everybody to go take a look at it because they saw 30 to 40 thousand dollars in FTID fraud eliminated. So that's, that's only one little piece of fraud. And now they have 100% visibility into that return fraud activity. Like, like we talked about all those different types of return fraud or abuse. So now their support agents are so much more impactful because again, they have that visibility and they can active, they can activate on that. Another case study that we have on our site that again, I want to encourage people to go check out is Monday Swimwear. And perfect example, they increased revenue by almost 4% and then they cut chargebacks by 92%. So you can imagine chargebacks like you not only pay the chargeback fee, you lose the money and then you pay processing fees again on top of that. So it's like those are the incremental costs that I don't think. I'm sure the finance team is thinking of, but a lot of us in E Comm are not necessarily aware of all of those incremental costs that, that add up to the, to the grand total of things. So, yes, very, very exciting to see brands immediately see ROI because you are saving on multiple, you know, replacement orders for claims. My order didn't arrive and in just again, like manipulating photos, which is a scary thing. No, I'm sure so many people out there aren't even thinking, is this a real photo? And I'm gonna tell all of you E Com people out there right now, like, there's a ton of photos on the interwebs of your product damaged that people are leveraging to their benefit in manipulating the situation.

[Interviewer]

So yeah, yeah, it's. They don't. I keep saying, like, they keep adding things. They don't take anything away.

[Briana Moreno]

No, no, I know, I know. It's so, so, yeah. Cause what used to be like, oh, chargeback fraud, like they got the product and then we're. And then we're combating it in support again, right? We're pushing, we're pushing back that evidence as we call it now with no fraud, like, we're able to build that and process that for you so you don't have to carry that weight. I remember at True Classic, I was an early adopter of no Fraud because I was like, my team was literally fighting chargebacks day in and day out. So immediately offboarded that to no fraud and then we were still managing those backend, those post purchase situations that happen in CX that you just have no way to even measure because they're conversational. So yeah, lots to. Yeah, I know, it's mind blowing. It really is.

[Interviewer]

Maybe to take that even further as we kind of look out to the future of bits, you know, when we talk about customer intent. So understanding what a customer is trying to do right now as the next evolution of personalization. How do you see this concept moving beyond fraud prevention to shape the entire post purchase journey from everything from proactive support to loyalty programs?

[Briana Moreno]

Yes, it's really an interesting time in E commerce, particularly as customers and brands are giving greater agency to agentic shopping solutions. So again, all of that is shifting. Right. To discover, you know, how customers are finding brands, it puts a lot of onus on the product and the experience that customers have with the brand after their purchase. Right. So I think a lot of people are really honed in on that. Obviously brands, we all need to prioritize and optimize that checkout experience, but that post purchase experience is really what's going to determine whether a customer comes back or not. And even from a fraud perspective, when we kind of come right out and give them a slight notice like hey, we might be onto you, they're more likely to retreat and go, oh shoot, they have these measures in place. This is probably something I can't probe. And they kind of go away quietly, which is great. That's a win win for everybody.

[Interviewer]

Well, I also imagine they might post elsewhere. It's like the inverse viral effect of like, oh, don't bother with these people.

[Briana Moreno]

Right, exactly. And just so you there are those dark webs. I remember when I was at True Classic, that was something that made me choose no fraud when I was doing my analysis for Payment Fraud Solutions is because they told me that we were on this dark web thread of how to abuse our return policy.

[Interviewer]

Oh wow.

[Briana Moreno]

And so there are these literal like what me and you normal people in the universe aren't even thinking about is there's a whole entire industry that is absolutely thriving on your brand's demise or taking them out. It's so sad. It's so sad that that's the reality. But yeah, so you know, we're I think so fixated on, on like who is the customer. But now with the no fraud yofi solution, we're really able to say what is this customer trying to do right now? So it's so much More intentional. And then we can help the brands kind of position themselves to activate one thing or another to show up and hopefully take the most advantage of that customer. Whether it's like eliminating the fraud aspect, they go away, they don't purchase or you're going to create this lifelong consumer that is absolutely indebted to your brand because they feel empowered and supported and all of that. So I think again, one of the biggest things we're focused on right now is a lot of this is happening like we've talked about in support. So while it's great that we're integrated and embedded and partnered with all of these different tech solutions to minimize their risk as well and come up and support brands kind of on the back end, the reality is a significant, if not the majority of this fraud is happening in day to day conversations with customer support teams. Which is, which is crazy to think about because you're like, how do you scale that? How do you attribute costs associated to that? Again, my finance teams are going support, why are you spending X amount right and giving free orders? What is this for? Support's like, well they didn't get their order, it didn't arrive. So again you see the policy, the claims. I didn't get my order to where I sent my return back. I had this one the other day with the brand I was working with. I sent my return back and it arrived somewhere else, not at your warehouse. And it's always like support agents have an intuition. We generally know like this feels fishy. And sure enough they did FTID and it was two orders each valued at $400. So it's like it just they think they can bypass but it with, you know, solutions like the no fraud yo fee product. We're hoping that we can equip customer support agents, CX teams with that data so that they can then confidently address the conversation, you know, put whatever process in place and hopefully drive, save costs, drive more revenue.

[Interviewer]

Yeah, yeah, I love it. Well, we'll have to keep talking and help things progress here. Well Brianna, thanks so much for joining today. Two questions for you as we wrap up here. First, you know we're here at Ital Palm Springs. Beautiful weather, beautiful occasion, great content. A highlight of for you so far.

[Briana Moreno]

Honestly, the weather has been absolutely amazing. I feel guilty because poor Scott, our CEO couldn't be here because he was stuck in the, in the winter snowstorm. So I feel a little guilty. But I'm also like this is beautiful weather, absolutely beautiful. And we had Southern California last week, had terrible rain like terrible. And you know Californians, we can't function in the rain. So it, the weather has been so great and honestly getting out here to see amazing partners, amazing customers. We had an amazing dinner last night. We're attending a CX mixture now we're hosting that. It's going to be exciting. It's fun. I think just getting facetime with each other is probably always my favorite part of these events.

[Interviewer]

Yeah. And last question for you. What do you do to stay agile in your role and how do you find a way to do it consistently?

[Briana Moreno]

Yeah, I think innovation is always top of mind for me. So where are we going to be in two years from now? Is is constantly kind of where my mind goes. So building solutions and product for that now is going to help us drive our merchants to to have even more value with us. So I'm really excited to partner with some really amazing thought leaders and show up for these merchants in probably a way that, that not many tech companies or SaaS companies are doing. So I'm just excited to be part of the organization, bringing a totally different thought process into the org and really challenging all of our thought partners to think merchant first and customer first and how do we drive value continuously. So yeah, it's exciting. I can't wait to see where we are in like 90 days from now. It's going to be a whole new company.

[Sponsor Voice]

Love it.

[Podcast Announcer]

Love it.

[Briana Moreno]

Yeah.

[Interviewer]

Well again I'd like to thank Brianna Moreno, head of CX at no Fraud for joining the show. You can learn more about Brianna no Fraud and ETEL by following the links in the show notes.

[Greg Kilstrom]

This episode is brought to you by Tech Systems. They're leaders in full stack tech services, talent solutions and helping companies put it all in action. You can learn [e-mail] and thanks again for listening. Listening to the Agile Brand podcast. If you like the episode hit subscribe and drop a rating so others can find the show too. And if you're interested in consulting, advisory work or if you need a speaker for your next event, feel free to reach out. Just visit GregKillstrom.com that's G R E G K-I H L S T R O M.com the Agile brand is produced by Missing Link, a Latina owned strategy driven, creatively fueled production co op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. Until next time, stay curious and stay agile.

[Briana Moreno]

The Agile Brand.