US Credit Card company transforms CX with Messaging

This Finserv customer keeps CX at the front and center of their offering by employing over 8000 customer service agents located across the continental US and available 24×7. These agents handle queries phone and digital channels.

Their first foray into digital customer service was in 2006 when they launched live chat support on the website. Although live chat was well received by their customers, their Director of Digital Customer Service and team felt they could do even better.

Read More »

Messaging transforms financial services customer experience

The finserv industry is undergoing a radical shift driven by mounting regulations, changing business models, and razor-thin margins. And as if these challenges were not enough, the emergence of new-age FinTech companies like Apple Pay and Google Pay have disrupted the way consumers perform transactions, resulting in fickle customer loyalty. A study from Bain & Company reports US customers rank disruptors like PayPal nearly as high as banks for trust with their money. This has forced traditional institutions to rethink the way they do business.

Read More »

Securing remote work in the new norm

The concept of the agile and remote worker has become more prevalent in recent years, as consumer Wi-Fi becomes more faster, we carry corporate laptops or BYOD-permitted smartphones, and realize we don’t all need access to a printer and fax machine. That’s been good preparation for the current COVID-19 lockdown, where remote working has moved from being something that you may do one day a week to something that is the new norm for many people.

Read More »

COVID-19 changes cybersecurity roles and duties

A majority of cybersecurity professionals have said that their job functions have changed due to the COVID-19 pandemic, with 90% now working remotely full-time.

According to a survey of 256 cybersecurity professionals by (ISC)2, 81% of respondents, all responsible for securing their organizations’ digital assets, indicated that their job function has changed during the pandemic. The survey, which was conducted this month, also found that 96% of respondents’ organizations have closed their physical work environments and moved to remote work-from-home policies for employees.

Read More »

Biases in Perceptions of Information Security Threats

As of March 2020, everyone was asked to work from home where possible. This current shift in situation presents not only technological but also human factor challenges for information security. Organizations will have to tailor their awareness campaigns and training to target issues specific to working from home, confronting new security-based obstacles that their employees and clients might be facing.

Read More »