In addition to prioritising data security amidst the countless data breaches and recent developments in data privacy regulations, organisations must continuously keep up with the emerging trends in the behaviours of their customers. Understanding how customer preferences evolve, specifically when it comes to interacting with businesses, can be extremely valuable in improving the overall customer experience. As businesses continue their digital transformation efforts, improving customer experiences entails a deep understanding of the digital preferences and behaviours of various audiences. This sharp focus on improving the customer experience has fuelled the latest evolution of contact centres, globally.
While meeting customers’ needs and offering more ways to engage with businesses leads to a seamless customer experience, it could also mean becoming more vulnerable to cyber attacks. For this reason, companies need go the extra mile and take steps to ensure that consumer data is protected from hackers on every engagement channel, whether it’s online, in-store or over the phone. Because both trust and convenience play a huge role in developing customer loyalty, businesses should implement an effective security program that protects data from being stolen across channels.
Specifically with the proliferation of cybercrime (e.g. just last year, Facebook, Microsoft, DoorDash, Capital One, Quest Diagnostics and countless other businesses were breached), organisations should be prioritising security as a part of improving the customer experience. PCI Pal recently conducted a survey of 2,000 consumers, finding that 62 percent of Americans will stop buying from a business for several months following a breach, and 21 percent reportedly never shop with the business again. The findings also suggested that a consumer’s perception of a company is enough to impact ROI – with 18 percent of Americans stating they would spend less with a business they perceived to have poor security practices.
In order for businesses to stay at the forefront of their industries, they’ll need to consider strategies to optimise the customer experience without sacrificing security, such as implementing omnichannel security. Explore our resources detailing PCI Pal Digital, our omnichannel secure solution enabling organisations to take payments across Webchat, Email, Social Media and SMS, or get in touch with us at [email protected] to learn how we can help optimise your contact centre technology.