Author: Anita Siassios

This article was originally published on managingcx,com. Cyber security affects nearly every touchpoint in a customer’s journey. For example, customers may unwittingly share sensitive information by filling out a form in a phishing email disguised as a marketing email, or click on a malicious pop-up on your organizations’ website. Some SunTrust Bank customers, for example, received the phishing email below that was disguised as a legitimate account suspension email. Hackers may also find loopholes in your business databases to steal sensitive information. For the sake of more secure brand interactions, CX teams should weave cyber safety into their initiatives. Three ways cyber security can improve…

Cyber security initiatives are an excellent opportunity for CX teams to deliver even more secure, trusted and enjoyable customer experiences. Greg Bell, the U.S. leader at KPMG Cyber, explains, “In too many industries, information security is still seen as a technology risk to be minimised instead of a business issue to be optimised.” Cyber security involves protecting business systems and intellectual property, internal documents, and other sensitive information from attacks[2]. Cyber security is also concerned with protecting customer data and preventing harm or disruptions and attacks on customer digital experiences, often referred to as Clickjacking. There are a variety of cyber threats that can disrupt…