It’s pretty much a given these days that – more or less – a business is nothing without a robust mobile experience when it comes to commerce, payments and customer experience. That ideal applies to sellers of products and services alike, and helps to fuel and guide so much innovation going into 2020.

But all that work – every single touchpoint on that digital and mobile journey – provides ample opportunity for criminals to exploit any error or opening and make gains via fraud. That is what recently happened in Japan for customers of 7-Eleven convenience stores – and that’s what served as the foundation for a new PYMNTS interview featuring Karen Webster and Rich Stuppy, chief customer experience officer at Kount.

Fresh Risks

“What happened is super common,” he told Webster, underscoring the fresh risks that convenience stores, QSRs and other retail sectors face as they race to develop and deploy digital and mobile-centric innovations. In some respects, those efforts serve almost as business or operational reinventions, but what’s often lost in that work is a full understanding of all the openings that innovation can give to fraudsters. Indeed, Stuppy went so far as to call fraudsters the first adopters of retail innovation, a view that can seem a bit dramatic at first, but which takes on the feel of accuracy and wisdom when you dig into the details.

The recent fraud at 7-Eleven illustrates Stuppy’s important point.

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