2022: Striking the Right CX and Security Balance

Secure Payments Podcast Channel

Our Podcast channel ‘Secure Payments’ provides useful insights, fireside discussions and knowledge sharing on payment security and compliance. Tune in for easy-to-digest advice, guidance and interesting discussions on a range of issues relating to payment security, compliance and customer experience. Our monthly schedule will look at different industries, territories and include guests speakers who are experts in their fields. Don’t forget to subscribe and receive updates on new episodes released every month.

2022: Striking the Right CX and Security Balance

The pandemic has forced many organisations to change how they interact with their customers. Many retailers, for example, adopted a direct-to-consumer approach, using apps and social media in place of physical outlets.

A significant number of organisations have retained remote workforces – or at least hybrid working – and these shifts have demanded a fresh approach to customer experience strategies. With an emphasis on delivering a seamless customer experience no matter where agents or customer services teams are located. Part of this is to ensure that security is woven into the heart of all customer interactions – particularly when handling customers’ card payments.

As we enter 2022, consumers want businesses to ensure their personal data and payment information is safe. Businesses must have a concrete game plan in motion to make consumers feel secure.

In this short episode, PCI Pal’s Data Protection Officer, Innes French, provides predictions that all CX managers should consider in order to strike a balance between providing a frictionless customer experience with the security measures that customers expect and compliance regulators will be auditing.

• Reset and re-evaluate your security strategies
• Stop fearing the unknown and focus on existing threats
• Make payment security compliance a year-round concern, not an annual tick-box exercise
• It’s time to get serious about making cybersecurity a CX priority

Listen here on PCI Pal’s Podcast Channel, Secure Payments.