Cybersecurity Predictions: Security finally becomes a CX Priority: It’s time for customer experience (CX) leaders to make security a critical part of the overall customer experience | Vumetric

Security finally becomes a CX Priority: It’s time for customer experience (CX) leaders to stop looking at security as just an IT issue and make it a critical part of the overall customer experience purview in 2020. The consequences of data breaches directly impact customer loyalty, and given what’s at stake, CX leaders will need to be invested in finding a solution to curtail the fallout and salvage customer confidence and trust. Taking a customer-centric approach to security will require a delicate balance between providing access to information and systems that enable agents to provide a great customer experience while still safeguarding customer data

Ryan Lester, Senior Director, Customer Engagement Technologies
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