The pandemic has demonstrated that technology is customer experience’s biggest ally. A heavier traffic of data equals a need for a higher attention to cybersecurity. That’s why it’s necessary to choose a company that could help manage cybersecurity threats as well as CX frictions. If you are a company or an organization that uses artificial intelligence and machine learning, customer service and Contact Center as a Service (CCaaS) collect huge amounts of personal data for businesses, which must be protected. Hence, cybersecurity plays a vital role in protecting data and improving customer experience.
It is the duty of any ethical company to prevent the misuse of its clients’ information. If in any way these data get compromised, it is detrimental to the company’s brand image. Buyers lose their trust, and the company loses its client retention ratio, which ultimately affects the revenue. A Centrify study found that 65% of data breach victims lost trust in a company as a result of the breach.
But data breaches are everything but uncommon. IT Governance discovered over 1,000 security incidents in 2021, which accounted for 5 billion breached records. That represents an 11% increase in security incidents compared to 2020.
Therefore, it is vital to choose a company that offers CISOs and marketers immediate contact with cybersecurity experts and ethical hackers, an integrated communication system, and constant support to prevent attacks and intervene properly. This allows businesses to ensure the brand remains intact.
Nowadays, customers want a smooth and flawless experience: quick authentication, better mobile and web response, and easy login. But stringent security measures often hinder seamless customer onboarding and navigation. Therefore, offering an excellent customer experience with strict security is the key to earning customer confidence.
Organizations follow cyber laws and regulations and implement robust security protocols to protect their customers’ information. Consumers also don’t want businesses to share their data with any unknown agencies. They want complete transparency about what purpose their data is used for.
A deep understanding of the risks related to the cyber system is mandatory for organizations to align the cybersecurity and improve the customer delight. Here are some best practices to enhance both the online security and customer experience:
It is imperative to ask for the help of Ethical Hackers, also known as white-hat hackers, while testing the security of your infrastructure. With the authorization of the owner, these information security experts penetrate the desidered perimeter to check the security strength of the system. If the security threats are identified well in advance during the testing, they can be fixed, and the clients’ data can be secured in the live system.
An experienced community of cybersecurity experts and Ethical Hackers helps to provide stringent security measures to keep customers’ information safe at any time needed. WhiteJar’s community of EH is active 24/7. Its members go through advanced skill assessments, a strong recruitment process, and a certification requirement to ensure that they are accustomed to the latest technologies and perform the tasks with the highest reliability and integrity.
As online data traffic is increasing day by day, the chances of data breach are also rocketing. Not only this would result in a financial disaster, but it would also be detrimental to customers’ trust quotient. Studies show that users are not likely to do business with organizations that face data breach. Therefore, forward-thinking, and proactive security measures are essential components to boost the customers' trust and engagement.