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Customer experience and cyber security

Published on 02 Nov 2018

The proliferation of data breaches and cyber attacks has made today’s consumers far more aware and knowledgeable of the associated risks. We expect businesses to make cyber security a top priority to ensure the safety of our data – without compromising our customer experience. Building consumer trust is therefore key to achieving customer loyalty and ultimately, retention.

Read further to understand why it is vital that organizations ensure their customer experience goals align with their cyber security initiatives.

How data privacy affects customer experience

As organizations begin focusing on delivering a great customer experience via personalized communications, so the challenge of data privacy arises. Businesses have to comply with regulations concerning the personal data they process. In addition, retaining customers requires building trust that their confidential information is safe. This blog post points out a decline in confidence in the measures put in place by businesses to protect information and argues that because customer data is essential to business growth, focusing on the security thereof should be key.

  • Publisher: MYcustomer
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From Cyber Security to Cyber Customer Experience

“AI-related security attacks are posing threats to governments, private companies, and industries alike.” – Harvard Business Review. The consequences are dire – security breaches that compromise customer data are shown to negatively affect customer confidence. With customer experience now being a big focus for many organizations, it is imperative that these goals are aligned with cyber security. Security measures shouldn’t compromise the customer experience though – for example, customers shouldn’t carry the costs of keeping information safe. A personalized customer experience approach is ideal and a “self-service security help kit” is also recommended. Of course, educating customers accordingly and being prepared for future threats will also enhance the cyber customer experience.

Cybersecurity & The Customer Experience: The Perfect Combination

How many industries are aligning cybersecurity and customer experience? Not many, according to this post. It seems financial services have taken the reigns here – as an industry with high customer churn due to various market and other pressures, means it cannot risk a massive data breach. According to the latest Consumer Loss Barometer: “one out of every four consumers would switch banks if the financial institution lacked a solid plan on how to prevent further attacks following a data breach”. To win the trust and loyalty of today’s “tech savvy” consumer, businesses need to eliminate security vulnerabilities that will impact the customer experience. It is recommended here that companies start shifting their mindset and consider cyber security as a “strategic business issue” instead of merely an “IT-managed risk.”

Alison Treadaway

Alison Treadaway

Vice President, Marketing, Striata, a Doxim Company

She joined the Striata in 2002, and served as Managing Director of the African region for 13 years. Prior to this, Alison’s experience in Internet-related solutions included marketing and sales positions at Internet Solutions and Dimension Data.

Alison has 24 years of experience in the ICT sector. She holds a Bachelor of Arts (Languages, WITS) and a Post-graduate Diploma in Business Administration (WITS Business School).

Read more of Alison's blog posts here or connect with her on the following social channels: