How do you go from giving IQ tests to designing AI-enabled fraud detection systems? Don Spaulding, Innovation Manager at Verizon, joins The Elusive Consumer to share his unconventional path from educational psychology to telecom tech. In this episode, Don breaks down the data-driven strategies shaping today’s customer experience—from self-service AI and voice authentication to digital identity and the growing threat of voice fraud. With insights on consumer trust, omnichannel design, and cross-sector collaboration, this episode is a must-listen for anyone navigating the evolving landscape of customer service in the age of AI.