Emer Cassidy

Behind today’s frameworks and playbooks lies a decade of trial, error, and unexpected lessons. In this lively panel, long-standing Trust & Safety leaders will share the fun, strange, and sometimes unnerving stories that shaped the field. From the early days of reactive moderation to today’s proactive risk models, the discussion will uncover what’s changed, what hasn’t, and what we must hold onto as we look ahead.

• War stories and lessons learned from the past 10 years of Trust & Safety
• How the discipline has evolved - and the pivotal moments that shaped it
• Applying yesterday’s lessons to today’s challenges and tomorrow’s risks
• Reflections on the human side of T&S - the highs, lows, and everything in between

Marketplaces thrive on trust - yet bad actors continue to exploit loopholes, mislead customers, and erode confidence in online commerce. As fraudulent sellers grow increasingly sophisticated, platforms must evolve their Trust & Safety strategies to protect both buyers and brands while keeping the shopping experience seamless. This panel will explore how leaders are building resilient marketplaces that balance growth with safety.

• Seller vetting before onboarding, with robust identity and business verification plus ongoing compliance reviews
• Pre-listing protections, including restrictions on high-risk categories
• AI-driven and real-time monitoring of product listings, backed by automation and human oversight
• Enforcement measures: proactive removal of violating listings and, where necessary, sellers
• Rapid response capabilities and brand protection tools to resolve issues quickly
• Customer-centric safeguards, from convenient returns to transparent policies
• Educating and supporting sellers to maintain high standards and compliance