Enterprise SecOps teams need to integrate robust cyber security tools to protect their digital channels from cybercriminals without compromising on customer experience.
Many enterprises have integrated cyber security and customer experience as crucial aspects of their business. But a few organizations tend to overlook the influence of cyber security in enhancing their overall customer experience.
As businesses have transformed their work processes in recent years, that also resulted in the modernization of the cyber security tech stack. However, the customers, on the other hand, expect a frictionless customer experience to streamline their work processes. A few enterprises find it challenging to strike a perfect balance between cyber security and customer experience. CISOs should consider integrating cyber security to win clients’ trust to ensure business continuity. Here are a few ways to deliver secure customer experiences:
Developing robust security infrastructure
SecOps teams play a vital role in the business decision-making processes. CISOs should consider designing and implementing a strategy that is secure by design by developing good security hygiene practices with robust security tools throughout the customer journey.
Integrating advanced Customer Identity and Access Management (CIAM) tools into the security tech stack will help secure customer journeys and minimize cyberattack threats. Organizations heavily rely on identity proofing and multifactor authentication during user registration and log-in to minimize fraud and avoid forging account acquisitions. CISOs should consider striking a perfect balance between security and convenience to ensure an enhanced customer experience without compromising on security. Moreover, enterprises need to develop a work culture with security at its core throughout the entire work process. Empowering and educating the workforce about the potential cyber threats and how to mitigate them will enable them to protect the business, clients, and coworkers from cyber risks. A full-blown cyber-attack can have devastating impacts on CX, such as negative brand image, financial drain, and losing customer trust. Developing a strong cyber security tech stack will help to win customers’ trust because they believe their data is in safe hands.
Secure all the points of contact throughout the customer journey
CISOs and CMOs should consider closely collaborating with each other to map customer journeys to identify all the touch points throughout the entire lifecycle. Malicious actors can exploit each of these touchpoints to create disruption in the CX. Enterprises need to integrate advanced security tools such as secure sockets layer (SSL) and secure hypertext transfer protocol (HTTPS) into the cyber security tech stack to encrypt website connections to make it challenging for cybercriminals to steal sensitive information. Conducting regular audits of these touchpoints, including email and social media databases, will help organizations stay ahead of cybercriminals. Securing client journeys with easy-to-use but robust cybersecurity tools will help to enhance the client experience.
Integrate a secure-by-design approach within the IT architecture
Businesses that aim to enhance the customer experience need to design secure client journeys that enable them to be flexible and secure to offer business value. Implementing a unified entity management platform will assist organizations in using a unique ID and set strong credentials for users, which can be used across all consumer-facing digital engagement channels. It is a perfect way to spot suspicious behavior because customers’ sensitive information will be linked to one account. Centralized user management will help businesses to get valuable business insights because all the relevant data can be unified under the originating ID, despite of their channel. CISOs should consider delivering a seamless cross-platform customer authentication to minimize friction. Seamless integration of all the channels through one centralized log-in for all the channels will ensure a streamlined data flow.
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