Safeguarding customer data: Risk management in the era of cybersecurity

In our dynamic and digital world, safeguarding customer data and ensuring cybersecurity in contact centers have emerged as critical priorities for businesses. The ever-growing quantity and complexity of cyberthreats pose significant dangers to organizations and their customers.

To counter these risks, it is essential for customer experience (CX) leaders to implement robust risk management strategies that keep customer data protection front of mind. Implemented effectively, these risk management strategies can not only protect sensitive data but can also provide a smooth CX that fosters customer trust and loyalty, thus boosting the bottom line.

Understanding risk management from a CX perspective

At its core, risk management is about identifying potential threats or vulnerabilities and taking proactive measures to control threats and minimize their impact. From a CX perspective, risk management plays a critical role in safeguarding customers’ personal information and preserving their trust in a brand.

It is crucial to identify and prioritize potential threats and vulnerabilities that could negatively impact CX. By conducting thorough risk assessments and analyses, businesses can better understand and manage risks to customer data. This not only ensures a robust defense but also aids in providing an unhindered and secure CX, which promotes brand loyalty.

The increased quantity and quality of cyberattacks has seen a rise in social engineering tactics (where attackers manipulate individuals into divulging confidential information) – with approximately 98% of all cyberattacks utilizing these strategies to gain access into networks.[1]

These high-profile cyberattacks have underscored the need for a comprehensive understanding of all possible risks in the digital environment. Risk management has therefore become a prerequisite for delivering a secure and reliable CX.

Importance of risk mitigation

The benefits of mitigating cyberrisks extend beyond preventing data breaches. It is also about ensuring business continuity, preserving an organization’s reputation, and building trust among customers and stakeholders.

A 2023 Deloitte survey on cyber trends in businesses found that organizations rank operational disruption, loss of revenue, and loss of customer trust as the top three negative consequences they’ve experienced from cyber incidents/breaches in 2023. Of these respondents, 56% reported that they suffered these consequences at a moderate or large extent.[2]

CX organizations that demonstrate effective risk management maintain customer loyalty, even in a world increasingly aware of and sensitive to data security concerns.

Key challenges and risks

Sophisticated cyberattacks amplify the importance of customer data protection.

Furthermore, while technological advancements may improve the user experience, their integration in various organizational interfaces may inadvertently expose vulnerabilities and increase risks to customer privacy and security.

CX organizations are reporting in--changing digital threat landscape. Key challenges include protecting and managing personal information (of both employees and customers – 76.4% and 53.2% respectively), meeting GDPR requirements (59.3%), and mitigating cyber-security risks/hacks (52.1%).[3]

The rise of interconnected systems has also amplified the risk of breaches. One weak link in the network can compromise the entire system, impacting customer trust significantly.

Key trends in risk management

There are a variety of current risk management trends and frameworks being used that point to innovative and practical ways to manage and mitigate cyberthreats to customer data.

There is a move to focus on aligning enterprise risk management (ERM) with customer needs and implementing new technologies such as artificial intelligence (AI) and machine learning for enhanced data protection.

Furthermore, there’s a shift toward enhancing user awareness and training – for both employees managing customer data as well as the customers themselves. Educated users are less likely to fall prey to cyberthreats. Empowering customers to protect their data and keep login credentials secure is paramount.

Vigilance and resilience in the context of risk management, particularly with regards to customer data security, are two of the most crucial factors in preserving a secure and positive CX. This is ensured by proactive threat monitoring and staying updated on the latest risks.

CX organizations can implement regular risk assessments and real-time monitoring, while customers should educate themselves about cyberthreats, keep their software updated, and monitor their accounts regularly. This collaboration between the organization and the customer forms a significant defence against cyberthreats. Both parties can use security tools for added protection.

Implementing effective risk management strategies

An effective risk management strategy prioritizes customer data protection. It should include the implementation of robust security controls, frequent monitoring, and proactive incident detection to catch potential issues before they cause harm.

Crucially, establishing an incident-response plan minimizes the impact of data breaches on CX, ensuring that any breach is dealt with swiftly and transparently to maintain customer trust.

Cyber risk management strategies should consider the following:

Robust security controls: Implement measures such as multi-factor authentication, firewalls, and data encryption. These technical safeguards form the foundation of a strong defense strategy. This provides multiple layers of protection to fend off potential cyberthreats.

Frequent monitoring and proactive incident detection: Utilize AI-driven tools to analyze patterns and detect anomalies in real time. Regular audits of your systems can also help identify any potential security gaps.

Incident response plan: Develop a well-defined plan that outlines the steps to be taken in the event of a data breach. This should include immediate isolation of affected systems, swift notification to customers, investigation of the breach, and a recovery plan to restore normal operations.

Transparency and swift action: A data breach can undermine customer trust. Respond swiftly and transparently, keeping customers informed about the situ ation and the measures being taken to resolve it. Clear and honest communication helps reassure customers during challenging times. A quick, honest response can help maintain customer trust during a crisis.

Ensuring customer trust and loyalty

In the era of cybersecurity, risk management plays a critical role in customer data protection. CX organizations must remain vigilant and adaptive, continually evolving their strategies to address emerging threats. This not only provides a clear benefit to the customer, but it also nurtures a culture of trust and loyalty.

Author: Mark Angus, CEO of market research consultancy, Genesis Global Business Services and Founding Partner of The World Source Marketplace for Global Business Services (GBS.World)

^{[1] PurpleSec 2023 Cybersecurity Statistics.}

^{[2] Deloitte 2023 Global Future of Cyber Security Report.}

^{[3] GBS.World 2023 Global Voice of the Buyer Survey.}

This article comes from magazine:
FOCUS ON Business #12 wrzesień-październik (5/2023)