The new frontline of digital defense: customer experience

When was the last time your customer experience team sat down with your security experts?

News By Michael Armer published 15 November 2024

When was the last time your customer experience team sat down with your security experts? If the answer isn’t ‘recently’, your business might be more vulnerable than you think.

As I read a recent article in this very publication about the CrowdStrike aftermath, I realized there's an important addition to the lessons learned. While I agree with each of the insights offered into the technical aspects and immediate business impact of the incident, the role of customer experience teams in managing such crises has, so far, been overlooked.

Recent high-profile incidents underscore this point vividly. In addition to the CrowdStrike outage, which resulted in a staggering £90 billion in damages, the UK also witnessed a high-profile cyberattack on hospitals in London. While now fixed, this caused over 1,000 planned operations and 2,200 outpatient appointments to be postponed. Such events highlight the vital importance of robust security protocols. However, as these crises unfold, it’s becoming increasingly clear that security measures alone are not enough. The customer experience provided during such incidents is equally crucial in managing the fallout and maintaining trust.

This realization is prompting a significant shift in how businesses approach crisis management. No longer can customer experience (CX) and security teams operate in isolation. The siloed approach must give way to a more integrated strategy – one that recognizes the interdependence of these two critical functions.

All too often, these two teams operate in separate spheres. Yet, as the primary interface with customers, CX teams are often the first to detect and respond to outages or security incidents through increased customer complaints or inquiries. Simultaneously, cybersecurity teams are tasked with identifying, containing, and mitigating threats. This disconnect can lead to delayed responses and fragmented communication during crises, potentially exacerbating the situation and damaging customer relationships.

Michael Armer

CISO, RingCentral.

The case for collaboration

It may sound simple, but through fostering greater collaboration between CX and security teams, businesses can create a more resilient frontline in crisis management. This unified approach offers several key benefits.

Firstly, it accelerates incident detection, with CX teams serving as an early warning system to quickly alert security teams to potential issues based on customer feedback. Secondly, it improves real-time information flow, ensuring that accurate, up-to-date information is consistently communicated to customers and stakeholders. This swift, coordinated response helps maintain customer trust and mitigates negative impacts on brand reputation. Lastly, by sharing insights, both teams can contribute to more effective risk assessment and prevention strategies, enhancing overall crisis prevention.

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