Conference Day Two: Friday 28 February 2020
Friday, February 28th, 2020
1:45 PM Cyber Security and its Threats: Delving into the Conversation of Personalisation and Technology Versus Privacy
The foundation of most CX strategies has been the power of personalization and tailoring products and experiences to the needs of the customer. But two issues threaten this: increasing regulatory and legal restrictions on customer data, as well as the rising concerns of security breaches for consumers.
This session will delve into the changing nature of data privacy and the key techniques contact centres can employ to secure their systems and improve their centres from a cyber-security standpoint
- Understanding how to monitor customer patterns and interactions without breaching data
- Training teams and customers in security breaches to ensure their information always remain secure
- Creating clear trust and transparency with customers to ensure a positive customer experience