Five Lessons from New York: Industry Leaders Strengthen Trust in Online Reviews

Global leaders from review platforms, technology companies, regulators, academia, and consumer organisations came together in New York on October 15 for the Coalition for Trusted Reviews fourth annual conference, an event dedicated to advancing integrity, transparency, and collaboration in the online review ecosystem. 

Hosted by the Coalition for Trusted Reviews (CfTR), the conference explored the evolving challenges and opportunities in building consumer confidence at a time when online opinions influence nearly every purchasing decision. Panels examined topics such as artificial intelligence, regulation and enforcement, fraud prevention, and the growing role of social media in shaping the review landscape. 

Becky Foley, Executive Committee Member of CfTR and VP of Trust and Safety at Tripadvisor said: “Our conference this year - the best attended yet! - showed a shared determination across many participants to make real progress.  All members of the Coalition recognize that trust in reviews matters and that maintaining this trust only improves with us working together.  

By prioritizing authenticity in consumer feedback, we can sustain and instill greater confidence in purchase decisions worldwide - helping travelers and consumers feel informed and assured through trustworthy reviews.”

Coalition members on day 2 of Conference

It was an insightful and energising event filled with rich discussion, practical takeaways and a shared commitment to improving trust and transparency for consumers and businesses alike. We have put together our five key learnings that emerged from the session: 

1. Education Matters 
   There’s a growing need to educate small businesses about the reviews landscape; what matters, what doesn’t, and how to navigate it effectively. Practical guidance can empower businesses to engage more confidently and constructively. 

2. Technology’s Dual Role 
   AI continues to reshape the space. While it can be exploited by bad actors, it’s also becoming a vital tool in content moderation and fraud detection. The challenge is to stay ahead of misuse while harnessing its potential for good. 

3. Trust at Scale  
   Moderation and regulation must operate across jurisdictions, but with sensitivity to local contexts. The global nature of platforms demands coordinated approaches that respect regional differences. 

4. Shifting Review Landscape 
   Social media is increasingly relevant in the reviews space, alongside traditional platforms. The ecosystem is diversifying, and strategies must evolve to reflect this broader landscape. 

5. Collaboration is Key 
   There’s a clear appetite for deeper collaboration across platforms, sectors, and geographies to build consumer trust. Working together is essential to tackle shared challenges and raise standards. 

The ‘Fraud Fighters: How CfTR Members Tackle Fake Reviews’ panel, led by the Coalition’s Bad Actors Working Group.

As we look ahead to 2026, these insights will help shape the Coalition’s priorities and actions. The energy and engagement at the conference reaffirmed the importance of this work and the value of coming together to drive progress. 

If you are interested in membership and would like to know more about joining the Coalition, please contact CoalitionforTrustedReviewsPAUK@dgagroup.com. Our current members include: Amazon, Better Business Bureau, Booking.com, Docplanner, Expedia Group, G2, Glassdoor, HolidayCheck, Tripadvisor and Trustpilot.