Brands strive to deliver the highest quality of products and services to their customers. However, for them to be loyal, they should have strong trust; and with the collaboration between CISO and CDO, this trust can be deeply cemented.
To sustain and thrive in the marketplace, brands need to have customer loyalty. After all, loyal customers act as a strong foundation for brands to keep their hold in the marketplace and emerge a successful and strong brand. However, once a brand becomes vulnerable to attacks, and the sensitive information of customers gets stolen, their trust for a brand starts to falter. Additionally, the customer experience suffers, when there is a doubt that their credentials are at risk.
Therefore, ensuring solutions that keep the users’ security intact and deliver a delightful experience, will play an essential role in a brand’s ability to retain a customer base and strengthen their loyalty.
The Chief Information Security Officer (CISO) and Chief Digital Officer (CDO) can contribute to elevate a brand’s status in the marketplace, if they are able to collaborate more frequently. While one works to keep the unknown users out to protect a business, another one is tasked with to deliver an expansive capability for digital customers to their business.
As an example, CISOs implement multi-factor authentication (MFA) to secure an enterprise. It enhances the security of an enterprise and makes it difficult for intruders to breach the network. However, the process of combining multiple authentication methods in addition to username and password, is a tedious process for many end-users. Also, while going through a website, if the users are asked multiple questions, they will quickly abandon the shopping cart just to escape the dredge of creating a username and password.
CDOs strive to deliver the best experience possible and put the registration process on hold as long as it’s not crucial. They can create a guest process where the user can avoid the cumbersome tasks of the creation of a username and password to swiftly make a purchase. However, this process backfires when returning customers have to fill the same guest process again.
Both of these C-executives work on the opposite side of the spectrum in an organization. However, their collaboration to discuss and resolve the issue, such as customer’s privacy and their journey during their interaction with products or services, can create a much more streamlined experience. These executives can combine their knowledge and build a simple authentication process such as leveraging biometrics and mobile authenticators to authenticate users. This eliminates the use of a username and password creation, which are prone to phishing and malware.
Without having a repository of passwords to safeguard, CISOs’ jobs get easier to protect the enterprise. Simultaneously, CDOs, with a registration process that is just as easy as a guest process, can deliver an enhanced experience resulting in higher customer satisfaction.
An above example is a single unit of a more excellent puzzle when it comes to brand security and customer satisfaction. Taking such initiatives that help brands build best defense systems and, at the same time, deliver a superior experience, strengthens the trust of customers towards a brand and encourages them to keep coming back.