Breanna Moreno — Head of CX, NoFraud
Published:
There are instances of friendly fraud: people aren't necessarily bad actors but think, 'Oh, I can manipulate this brand; they can afford it.' The unfortunate part is we know brands can't afford it—their margins are so tight that this does impact them.
What does Breanna Moreno say on The Agile Brand with Greg Kihlström?
Breanna Moreno, Head of CX, NoFraud, says: This interview with Breanna Moreno, Head of CX at NoFraud, explores the growing problem of post-purchase abuse and its hidden costs across organizations. Moreno explains how fragmented data hides margin leakage, describes the rise of "friendly fraud," and advocates shifting from identity-based signals to intent-based, real-time intelligence to protect margins while preserving generosity for legitimate customers. The conversation includes real-world results from brands that adopted these approaches.
From: The Agile Brand with Greg Kihlström
Cite as: Breanna Moreno. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/breanna-moreno-there-are-instances-of-friendly-fraud-people-arent-necessa