What the CEO is doing is effective. He's signaling that he really wants to fix things and won't make excuses.
I doubt the CEO will learn much he didn't already know by a "direct line" case study, but humbling himself in this way might give him the lever he needs to really move company culture.
PayPal can keep most of its anti-fraud effectiveness while improving customer service for those innocents who want to recover from misclassification. Either being more trusting, or spending more effort discerning who can be trusted, will cost them money short term. But if they don't do it, they'll lose some of their customers to competitors who will.
I doubt the CEO will learn much he didn't already know by a "direct line" case study, but humbling himself in this way might give him the lever he needs to really move company culture.
PayPal can keep most of its anti-fraud effectiveness while improving customer service for those innocents who want to recover from misclassification. Either being more trusting, or spending more effort discerning who can be trusted, will cost them money short term. But if they don't do it, they'll lose some of their customers to competitors who will.