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Signifyd FLOW is a growing community of passionate ecommerce professionals who gather for thoughtful conversations about the challenges and future of retail in the digital age.

The annual FLOW Summit is a unique opportunity to gather thought leaders, customers, executives and partners together to align ideas, thoughts and best practices. It’s a way to find answers, share solutions and connect with retail leaders around the world.

Learn how direct-to-consumer business leaders are thinking about navigating a post-COVID world when the retail sector adjusts to the new buying behaviors with its challenges and opportunities.

Join sessions with best-in-class brands and speakers such as:

Agenda

Time
Session
9:30 AM
Welcome & Opening Remarks

Indy Guha, Chief Marketing Officer, Signifyd

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Session - Welcome & Opening Remarks


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9:45 AM
The New Normal in Commerce: Challenges to the CX Journey in a Post-COVID World

Rajesh Ramanand, Co-Founder & CEO, Signifyd

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Session - The New Normal in Commerce: Challenges to the CX Journey in a Post-COVID World


The post-pandemic ecommerce era means managing complex digital transformation, including direct-to-consumer, omnichannel and cross-border initiatives. Checkout experiences must keep pace, necessitating flawless shopper identity across payments, fraud protection and abuse prevention.

Signifyd’s role as the pioneer in Commerce Protection across the digital shopper identity comes in the midst of ecommerce’s historic transformation. The pandemic and lockdowns pushed ecommerce sales to an historic high and consumer preferences left no doubt that online sales are the key to retailers’ future.

Complete payment optimization is the next logical step for a new era of ecommerce. Brands and retailers are living in a world distinguished by:

  • A requirement for more and richer data.
  • The need for a tremendous expansion in channels such as buy-online-pick-up-in-store and curbside pickup.
  • Changing payments regulation, such as PSD2 and strong customer authentication (SCA).
Rajesh Ramanand
Co-Founder & CEO,
Signifyd
10:00 AM
Designing Post-Pandemic Customer Experiences

Joana de Quintanilha, VP, Principal Analyst, Customer Experience, Forrester

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Keynote Session - Designing Post-Pandemic Customer Experiences


How Retailers Can Leverage Journey Orchestration and Real-Time Decision Making to Satisfy Needs of a Changing Consumerbase

Customer experience (CX) excellence will be sorely needed in 2021. Pandemic conditions will continue to fluctuate on a local level, affecting consumer sentiment and requiring fast and accurate responses from brands. Recent research shows that CX innovators grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products.

To adapt CX in a post pandemic world, organizations must focus on the new needs of a new set of ecommerce shoppers. The use of real-time data at the individual customer level to analyze current behavior, predict future behavior, and adjust the journey in the moment becomes crucial for increasing customer lifetime value, operational efficiency, and business results.

Tune into this session to learn:

  • How journey orchestration can help you understand behaviors of new customers.
  • How to direct customers to happier paths by detecting struggles in their journeys.
  • How to ensure emotionally attuned journey design.
  • Best practices for unifying customer data and delivering to agile CX teams.
Joana de Quintanilha
VP, Principal Analyst, Customer Experience,
Forrester
10:25 AM
Break
10:30 AM
CX/DTC Best Practices
Winning On Customer Experience

Carlo Savino, Vice President, Americas Ecommerce, Lenovo

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Session - Winning On Customer Experience


How Lenovo Improved Conversion and Loyalty Through Focus on High-Impact Touchpoints along the Customer Journey

2020 was a year that will go down in history for Lenovo’s ecommerce team – not only because of the nearly 100% shift online and double digit YoY sales growth, but also because it was a year marked by major expansion in the brand’s product portfolio and target market.

In order to speed learning and mature their relationship with their customers, Lenovo embarked on a customer journey mapping exercise that revealed several opportunities to win on experience.

Join Lenovo’s Vice President, Americas Ecommerce, as he discusses:

  • Metrics used to measure and evaluate CX.
  • Optimizing checkout experiences for frictionless conversion.
  • Deepening loyalty ahead of physical retail reopening.
  • Improving experience through support.
Carlo Savino
Vice President, Americas Ecommerce,
Lenovo
Risk & Fraud Best Practices
Abuse Prevention with Decision Center

Sharon Alejandra Lopez, Ecommerce Jr. Director, Walmart Ecommerce Mexico

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Session - Abuse Prevention with Decision Center


When it comes to revenue leakage, fraudsters are not the only threat merchants need to worry about—increasingly, retailers often need to be prepared to combat abuse coming from their own customers.

For Walmart Mexico, this matter was becoming one of their sharpest pain points, especially when paired with Mexican government regulations requiring ecommerce merchants to restrict cartels and other organizations from laundering money by purchasing large amounts of high valued items for resale.

In this session, hear from ecommerce Jr. Director of Walmart Ecommerce Mexico, Sharon Alejandra Lopez on how through the use of Decision Center Walmart Mexico was able to combat customer abuse and increase authorization rates as well as:

  • Control cleaner traffic sent to 3DS for authentication, resulting in lower authentication fees, higher authentication rates, and added negotiating power with Mexican banks
  • Configure business policies that connected key variables, such as risky cities and BINs together
  • Prepare for large sales on specific categories by adjusting policies
Sharon Alejandra Lopez
Ecommerce Jr. Director
Walmart Ecommerce Mexico
Tech Stack Best Practices
Product Update - Seamless Risk Assessment Across the Entire Journey

Gayathri Somanath, VP Product, Signifyd
Ashley Kiolbasa, Director of Product Marketing, Signifyd

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Session - Product Update: Seamless Risk Assessment Across the Entire Journey


Striking the proper balance between providing a seamless customer experience and having all the right security checks in place can be a difficult task; should the balance be off, ecommerce merchants are left battling falling conversion rates, combating an increase in fraud, or handling both.

In this session, Signifyd’s Vice President of Product, Gayathri Somanath and Director of Product Marketing, Ashley Kiolbasa showcase how the many checks and balances built into the Signifyd platform make a streamlined and secure customer journey both easy and efficient. Additionally, attendees will learn:

  • New industry requirements and innovations shaping consumer shopping experiences, such as the relationship between PSD2 and SCA
  • What kinds of protections are most beneficial throughout the customer journey
  • How merchants can remain flexible in a shifting industry while continuing to provide the most convenient shopping experience to their customers
Gayathri Somanath
VP Product,
Signifyd
Ashley Kiolbasa
Director of Product Marketing,
Signifyd
10:55 AM
Break
11:00 AM
How One Curbside Rollout Changed Ecommerce Operations at Toys R Us Forever

Rohan Cherian, AVP, Ecommerce & Consumer Technology, Toys R Us
Andrew Leibowitz, VP, Client Partner, Astound

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Session - Delivering Enhanced Customer Experience Curbside


How Toys R Us Canada Leveraged BOPIS to Meet Shifting Demand and Exceed Customer Expectations

In the early days of the pandemic, online orders picked up in store or at the curb exploded by nearly 600%. Toys R Us Canada was one of those quick-acting retailers that pivoted to adopt the safe omnichannel experience that consumers demanded. In order to fulfill the wave of ecommerce orders coming in, Toys R Us Canada turned to curbside and DoorDash – an agile approach that paid off big time.

Join Toys R Us Canada’s AVP, Ecommerce & Consumer Technology, Rohan Cherian, as he discusses his pandemic learnings and post-pandemic omnichannel strategies including:

  • How an omnichannel approach to order fulfillment proved essential in meeting pandemic demand.
  • How to provide a frictionless shopping experience for customers, regardless of delivery method.
  • How quick adoption and easy implementation of key partners, like Signifyd and Doordash, allowed Toys R Us to stay ahead of the wave of demand.
Rohan Cherian
AVP, Ecommerce & Consumer Technology,
Toys R Us Canada
Andrew Leibowitz
VP, Client Partner,
Astound
War Stories from Signifyd’s Risk Intelligence & Chargeback Investigations Teams

Alex De Kroon, Senior Risk Analyst, Signifyd
Kirsty McClean, Chargeback Investigator, Signifyd

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Session - War Stories from Signifyd's Risk Intelligence & Chargeback Investigations Teams


What do a college dorm and social media influencer have in common? Both were cases that were identified as fraud.

When it comes to preventing fraud and unjustified chargebacks, there’s very little that Signifyd’s Risk Intelligence and Chargeback Investigations Teams haven’t seen before. But that doesn’t mean that all cases are treated the same or come without their unique challenges.

In this session, hear right from some of Signifyd’s best data sleuths, Senior Risk Analyst Alex De Kroon and Chargeback Investigator Kristy McClean as they share their experience debunking these bogus chargeback claims and how they saved Signifyd merchants from falling victim to fraud attempts and lost revenue.
Alex De Kroon
Senior Risk Analyst,
Signifyd
Kirsty McClean
Chargeback Investigator,
Signifyd
Decision Making at Scale: A Look into Signifyd’s ML Models

Swami Vaithi, SVP of Decision Science, Signifyd

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Session - Decision Making at Scale - A Look into Signifyd’s ML Models


Machine learning has become an integral part of any modern-day fraud strategy – But what’s really happening under the hood?

The rising importance of ecommerce to retail businesses and rapidly changing fraud landscape has required organizations to seek more sophisticated methods of fraud detection, such as machine learning, to learn, adapt, and uncover emerging fraud patterns quickly. Beyond just superior detection, these tools have also proven their value in drastically reducing manual labor for fraud teams and can scale to manage even the most impressive peak sales periods with ease.

But are all machine learning models created equal? How can you trust decision that are being made for your business? How do you know which solution is right for you?

Join Swami Vaithi, SVP of Decision Science at Signifyd as he deep dives into Signifyd’s own machine learning philosophy. Tune in to learn more about:

  • Transforming information into useful machine learning data
  • The approach Signifyd takes to feature engineering
  • Algorithms best suited for classification problems
  • Model validation and incorporating feedback
  • How you can compare and choose the best machine learning solution for your business
Swami Vaithi
SVP of Decision Science,
Signifyd
11:25 AM
Break
11:30 AM
Mini Masterclasses: Fast Track to Ecommerce Best Practice

Americaneagle.com, Payoneer and Deck Commerce

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Session - Mini Masterclasses: Fast Track to Ecommerce Best Practice


Ecommerce is evolving at a rapid pace, fuel not only by the dramatic acceleration of digital transformation driven by the COVID crisis. Customer experience enhancement projects and new advanced channels that were still a nice to have before have now become the new area for competitive differentiation.

In this session you will get a crash course on what the best-practice looks like in various commerce disciplines and how to get there fast.

  • The modern Digital Commerce Stack
  • Implementing Omnichannel & Curbside right
  • Payment Orchestration
American Eagle
Deckcommerce
Payoneer
Building a Fraud Team From The Ground Up

Conor Corkrum, Senior Manager, Fraud Prevention at Blue Nile

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Session - Building Your 21st Century Fraud Team From the Ground Up


Building Your 21st Century Fraud Team From the Ground Up

Online fraud is changing rapidly and future-focused retailers are transforming their fraud and risk prevention strategies ahead of the trends. In just the last year, fueled by the pandemic and the dramatic shift to ecommerce, fraud pressure has increased dramatically. Fraud rings are increasingly turning to automation to more efficiently attack vulnerable systems and to new attack vectors — including return fraud — to find an edge that allows them to prosper.

The upheaval calls for new thinking and new approaches to building a fraud team for the modern era. In this session, Blue Nile Fraud Prevention Manager Conor Corkrum dives into the key elements every fraud and risk professional should consider as they assemble a best-in-class fraud management strategy.

  • Where should the fraud team sit in your organization — finance, operations, customer support, IT?
  • What are today’s best practices and how to best to remain agile in the face of changing fraud patterns.
  • What consideration should customer experience be afforded in building a fraud strategy?
  • How to think about manual review and when to rely on it in a time of highly sophisticated fraud attacks.
  • What to look for when hiring fraud specialists to manage and execute on your fraud-protection strategy.

Attendees will leave this session with actionable ideas and strategies for building or retooling a fraud team for the unique challenges of risk management in 2021 and beyond.

Conor Corkrum
Senior Manager, Fraud Prevention,
Blue Nile
Product Unveil: Refunds & Returns Abuse Prevention

Pranav Gandhi, Director of Business & Strategy Analytics
Mariana Ortiz Reyes, Director of Product Design & Experience, Signifyd

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Session - Product Unveil: Refunds & Returns Abuse Prevention


In 2021, abusive returns don’t have to be a cost of doing business. A global network of consumer shopping data can separate the legitimate returners from the ill-intentioned.

Customer demand for easy, seamless return experiences is greater than ever before. Growth in ecommerce returns in recent years now outpaces the growth of ecommerce sales overall, 57% to 50% YoY. But as return offerings increase in importance for consumers, they also become a growing target for consumer abuse – An issue estimated to cost retailers $43 billion annually.

Join Signifyd’s Director of Business and Strategy Analytics, Pranav Gandhi, and Director of Product Design and Experience, Mariana Ortiz Reyes, as they discuss how Signifyd’s newest offering – Return Abuse Prevention – can help you deliver a best-in-class returns experience without risk.

Join this session to:

  • Learn how Signifyd’s Return Abuse Prevention solution protects merchants from revenue loss by accurately identifying legitimate returns and surfacing signals of serial abuse
  • How customer service teams can leverage the intelligence needed to appropriately respond to claims for refunds
  • View a demo of Return Abuse Prevention in action
Pranav Gandhi
Director of Business and Strategy Analytics,
Signifyd
Mariana Ortiz Reyes
Director of Product Design and Experience,
Signifyd
11:55 AM
Break
12:00 PM
Digital 2021: Trends and Opportunities to Guide Your Ecommerce Strategy

Paul Healion, CTO & Co-Founder, One Rockwell
Belle Johnson, Senior Project Manager, One Rockwell


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Session - Digital 2021: Trends and Opportunities to Guide Your Ecommerce Strategy


Join One Rockwell's President, Paul Healion, and Senior Project Manager, Belle Johnson, as they discuss recent trends in ecommerce and advise on how merchants can optimize on their end-to-end customer experience. They share how, by focusing on long term strategies and applying modern commerce solutions, merchants can build a loyal customer base of repeat buyers.

Paul Healion
CTO & Co-Founder,
One Rockwell
Belle Johnson
Senior Project Manager,
One Rockwell
12:30 PM
Panel Discussion: Ecommerce Leaders on CX in a Post-COVID World

Rob Harris, Americas Fulfillment Operations Manager, Sonos
Steven Borrelli, CEO & Founder, CUTS
Brendan Cameron, Strategic Account Director, Americaneagle.com


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Session - Panel Discussion: Ecommerce Leaders on CX in a Post-COVID World


Customer experience has always been a vital component of success for ecommerce merchants. But now, more than one year later since the COVID pandemic shook global markets and communities to their core, customer experience and expectations have taken on a whole new meaning.

Meeting the new consumer demand for a seamless omnichannel experience, frictionless checkout, and fast delivery, all while combating attempted fraud and costly consumer abuse is no small feat, yet is absolutely essential.

In this session, join Sonos’s Americas Fulfillment Operations Manager, Rob Harris and Cuts Clothing’s CEO & Founder, Steven Borrelli as they discuss what it takes to construct and maintain a superior ecommerce customer experience in this post-COVID world.
Rob Harris
Americas Fulfillment Operations Manager,
Sonos
Steven Borrelli
CEO & Founder,
CUTS
Brendan Cameron
Strategic Account Director,
Americaneagle.com
01:00 PM
Closing Remarks - FLOW, the Home for Fearless Commerce Leaders

Indy Guha, Chief Marketing Officer, Signifyd

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Session - Closing Remarks


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End of Conference

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Impressions from FLOW

Ecommerce, for all of its convenience, often lacks emotional resonance and the joy of discovery in the buying experience. That’s a hard moment to create but essential for success online, particularly for luxury products. That is the experience TrueFacet has captured.”

INDY GUHA, CHIEF MARKETING OFFICER AT SIGNIFYD

They are brands that stand for something. They’re standing for a message. Whatever it is, it’s touching people’s heartstrings and really getting them involved emotionally. And then I think they’re creating the audience, getting the following and then they are commercializing off of that in a more authentic way.”

ANTHONY MILANO, VP OF ECOMMERCE, BOARDRIDERS

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