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When was the last time yourcustomer experienceteam sat down with your security experts?
If the answer isnt recently, your business might be more vulnerable than you think.
Recent high-profile incidents underscore this point vividly.
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, its becoming increasingly clear that security measures alone are not enough.
The customer experience provided during such incidents is equally crucial in managing thefalloutand 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.
All too often, these two teams operate in separate spheres.
Simultaneously,cybersecurityteams are tasked with identifying, containing, and mitigating threats.
This unified approach offers several key benefits.
This swift, coordinated response helps maintain customer trust and mitigates negative impacts on brand reputation.
However, creating synergies between CX and security teams requires a strategic approach.
A comprehensive unified strategy should start with establishing cross-functional teams that include members from both departments.
Implementing shared communication channels is crucial.
This step could also lead to continuous learning, which is vital as the threat landscape continues to evolve.
Technology can play a key role, too.
A number of tools facilitate seamless information sharing, which is crucial in forming a proactive response.
For instance, these include integrated dashboards that display both customer feedback and security alerts.
Finally, fostering executive support is essential.
Ensure that the importance of this unified approach is recognized and supported at the highest levels of the organization.
By taking these steps, businesses can create a more robust, responsive frontline in crisis management.
As Einstein himself said, in the middle of difficulty lies opportunity.
By breaking down siloes and fostering collaboration, businesses can turn potential vulnerabilities into strengths.
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The views expressed here are those of the author and are not necessarily those of TechRadarPro or Future plc.
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