Shanthi Shanmugam

A fraud incident or disputed transaction is a high-stakes moment in a consumer’s relationship with their financial institution. These experiences carry more weight than routine interactions because they test the trust the consumer has placed in their credit union or bank. When handled poorly, they damage loyalty. When handled well, they deepen trust. In this session, Shanthi Shanmugam, Co-Founder & CEO of Casap, will show how financial institutions can turn disputes from back-office burdens into catalysts of retention and growth. She will share how leading organizations are:

• Reducing disputes from 90-day frustrations to near-instant peace of mind.
• Equipping staff with AI copilots to navigate Reg E and Reg Z with confidence.
• Detecting first-party fraud in ways that protect members without alienating them.

By blending automation with a human touch, banks and credit unions can transform painful interactions into defining experiences that set them apart. Attendees will leave with practical strategies for making every dispute not just a resolution, but a chance to win loyalty and strengthen relationships.