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Cybersecurity & Customer Experience: Embrace Technology and Change To Earn A Customer’s Loyalty

June 12, 2018 — by Anna Convery-Pelletier0

Consumers demand a secure, world-class experience, but when organizations deploy new applications and services to deliver that experience, customer data is put at risk. If forward-thinking organizations are using security as a competitive differentiator to build loyalty with customers, how are executives expected to accomplish this facing new security threats, tight budgets, a shortfall in cybersecurity professionals, and the need to safeguard increasingly diversified infrastructures?

The foundation of the customer experience is a mix of trust and availability. Organizations’ brands take a hit if either factor falters and C-suite executives are keenly aware of this. According to Radware’s newly published report, C-Suite Perspectives: Trends in the Cyberattack Landscape, Security Threats and Business Impacts, executives ranked the top three impacts of a successful cyberattack/data breach on their business.

That damage also extends directly into the organization’s P&L statement. Over 40% of respondents estimated the cost of a single cyberattack to be greater than $1 million USD/EUR. Moreover, today’s consumers don’t just expect organizations to keep their data secure, they’re willing to retaliate when it’s compromised. Our research shows that 41% of executives report that customers took legal action against their company following a data breach.

[You might also like: Cybersecurity & The Customer Experience: The Perfect Combination]

What’s An Executive To Do?

The key is creating a secure climate for customers by embracing technology and change. Corporations’ networks are the lynchpin of interactions with customers who expect responsive apps, fast performance, and above all, protection of their data.

To create this climate, our research shows executives must be willing to accept new technologies, be open-minded to new ideologies and embrace change. First is balancing the investment versus risk equation. Any executive will face tough choices when deciding where to invest resources to propel their company forward. As the threat of cyberattacks becomes a question of when, not if, C-suite executives must leverage the aforementioned data points and carefully evaluate the risks associated with security vulnerabilities and the costs of implementing effective security solutions. As identified in the same report, 4 in 10 respondents identify increasing infrastructure complexity, digital transformation plans, and integration of artificial intelligence as putting pressure on security planning and budget allocation.

Moreover, migrating to the cloud increases security risks, as security gaps between heterogeneous systems represent the gaps that cyber assailants look to exploit. Executives understand that dispersing their networks across multiple public and private clouds introduces security risks. More than 90% of respondents reported using multiple public and private cloud environments, with the vast majority indicating they’re concerned about the security vulnerabilities that a heterogeneous infrastructure introduces.

[You might also like: Why Cyber-Security Is Critical to The Loyalty of Your Most Valued Customers]

As demand for security professionals outpaces supply and attackers become increasingly sophisticated, C-suite leaders must embrace the integration of new technologies and talent. Our research clearly shows that executives know their organizations are vulnerable, but are ready to embrace automation and outside expertise to safeguard their corporate and customer data, and thus, the customer experience. Executives must not be anxious about relying on ex-hackers, ISPs or their organization’s DDoS mitigation vendor as vital sources of knowledge and thought leadership to stay abreast of today’s threat landscape and mitigation best practices. For example, over half of executives now prefer to rely on their ISP/CSP to manage security, a 20 percent increase since 2017.

The stakes are high. Security threats can seriously impact a company’s brand reputation, resulting in customer loss, reduced operational productivity and lawsuits. C-suite executives recognize the multiple pressures on their organizations to integrate new network technologies, transform their businesses and to defend against cyberattacks. Those executives that are willing to embrace technology and change and prioritize cybersecurity will be the ones to win the trust and loyalty of the 21st century consumer.

Read the “2018 C-Suite Perspectives: Trends in the Cyberattack Landscape, Security Threats and Business Impacts” to learn more.

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Anna Convery-Pelletier

Anna Convery-Pelletier joined Radware as the Chief Marketing officer in December 2016. As a member of the executive leadership team, she leads the global marketing organization, which consists of the corporate, product, field and channel marketing teams. Ms. Convery is responsible for the marketing strategy that shapes the future of the Radware brand while directly increasing the marketing contribution to drive revenue and increase market share. Prior to Radware, Ms. Convery held the position of Chief Marketing Officer and Executive Vice President of Strategy for OpenSpan Inc. (now Pega Systems Inc.) for five years. Ms. Convery has more than 25 years’ experience in enterprise technology, helping FORTUNE 500 companies drive operational and financial excellence, leveraging technology innovation to deliver digital transformation and world-class customer experience. At OpenSpan, Ms. Convery’s responsibilities included global go-to-market strategy and strategic enterprise growth for the company. Prior to OpenSpan, Ms. Convery held senior executive roles at NICE Systems Ltd., ClickFox, Inc., and Nexidia Inc., as well as global marketing and business development roles at IBM Corporation, Jacada Ltd. and Unibol Inc. Named a “Woman of the Year in Technology” by Women in Technology (WIT), Ms. Convery has received numerous industry awards and is a respected customer experience and enterprise transformation thought leader.

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