Customer experience (CX) is a key competency or function within organisations. It has really started gaining importance and recognition, and organisations can no longer afford to lose sight and control of customer experience. According to HubSpot, CX is the impression your customers have of your brand as a whole throughout all aspects of the buyer’s journey. It results in their view of your brand and impacts factors related to your bottom line including revenue. Taking a cue from this definition, it is quite obvious that the customer’s security is a key element of CX. Ensuring the security of customer interactions and data is pivotal, regardless of the channel they utilise.
Panel Speakers :
- Raphael Kamanga (Chief Operations Officer at FinChatBot)
- Eldon Phukuile (Senior Partner: Customer Experience Practice)
- Estie van Der Watt (Executive: Customer Experience at LAWtrust)
CX , Cyber Security and Conversational AI
A number of businesses have gone digital in recent times. In other words, customers are more likely to interact with brands through digital channels such as web and mobile applications. Hence cyber security has been thrust to the forefront of CX because of the inherent security threats of digital channels. In this digital era, customers want to be assured that their interactions with the brands are protected. The impact of a security breach on CX can be catastrophic.
Conversational Artificial Intelligence (AI) has become another channel in which customers can interact and transact with brands. It refers to the use of messaging apps, speech-based assistants and chatbots to automate communication and create personalised customer experiences. Chatbots in particular, have become quite a popular channel utilised by brands to reach customers using a tone and manner familiar to them. The information that customers share through the conversation is expected to be private and secured. Conversational AI providers such as FinChatBot, have responded to customers’ call for security by doing the following:
- Complying with security standards such as ISO 29001 and PCI DSS
- Implementing the best-of-breed security technology.
- Managing the cybersecurity environment tightly
The above-mentioned activities ensure that customers who are interacting through chatbots do so in a secure environment. Most importantly customers need to feel secure and valued while engaging through these solutions. This ultimately translates to customer experience. There is no separation between cyber security and CX.
Management of Cyber Security and CX
Management of cyber security can not be left to the IT and CX teams alone. The highest level of management i.e. the board and executive need to participate. Some organisations incorrectly assume that managing cyber security is all technical. This perception could not be further from the truth. Therefore, the board and executive management have a role to play since they are responsible for risk management. Safeguarding customer information should be a significant part of corporate governance. Customer data is the greatest asset an organisation can possess in the digital era.
To end it all off
Any organisation or brand that delivers its products or services through the internet, the cloud or mobile platform should put into place the appropriate cyber security measures to ensure a positive CX. Customers have an expectation that their privacy and information will always be protected. Cyber security is a critical part of CX in the digital era and it is non-negotiable. Organisations that have a digital strategy cannot avoid spending money, time and effort to ensure the security of their customers.
Written by Raphael Kamanga (COO at FinChatBot)
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At FinChatBot, our conversational AI solutions are created to solve business problems. Our passion for technology ensures that we remain on the cutting edge of development with regards to Conversational AI. Our software constantly learns and assimilates information to provide a personalised experience for each customer.
The tone, language, and approach is customisable to meet the ethos of your brand. Above all, accomplish this mission by using existing messenger services (especially WhatsApp) to meet customers where they’re at, with a platform that they are comfortable with.
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