보안 : 탁월한 고객 경험을 위한 열쇠

Robust Security Measures Needed to Build Customer Trust and Loyalty

Organizations recognize the importance of customer experience (CX) but face difficulty in service delivery. Striving for excellence in CX is a strategic component of every organization's sustained business growth as they realize the significance of delivering superior CX as a competitive differentiator. Delivering good CX is complex, with customers demanding more sophisticated solutions and driving demand for CX management (CXM) service providers. While self-service/AI is growing in popularity, it is also making live interactions more complex, so both areas will continue fueling industry growth.

With increasing digitization, huge concerns remain about data security and privacy, prompting businesses to invest more in secure and compliant CX solutions. Regulatory/compliance requirements are increasing in many industries, including banking, financial services, and insurance (BFSI) and healthcare, requiring specialist outsourcer expertise.

In the most recent Frost & Sullivan CX decision-makers survey, ensuring customer trust emerges as the highest CX priority, underscoring the importance of building brand awareness and maintaining loyalty. Strategies could include ensuring data privacy, transparency in communications, and consistent service quality. Closely related to trust, increasing security highlights the need for robust security measures to guard customer data and enhance customer loyalty by demonstrating a commitment to safeguarding their information.

To create a secure and satisfying CX, businesses need to foster a culture of empathy and trust, both internally and externally. Empathy and trust are essential for building strong and lasting relationships with customers, employees, and partners. The confluence between security and CX provides an unusual range of opportunities and challenges for CXM service providers. They can position themselves as trusted partners in their clients' endeavor to deliver secure, seamless, and superior CX. Integrating security into CXM requires continuous evolution, commitment to innovation, and relentless focus on protecting the interests of clients and their customers.

Unlock the key to sustained business growth with our latest research study on Customer Experience (CX) excellence. As organizations strive to deliver superior CX, they face the dual challenge of meeting sophisticated customer demands and navigating the complexities of live interactions fueled by the rise of self-service and AI.

Our study reveals that in the digital age, data security and privacy are paramount, driving businesses to invest in secure and compliant CX solutions. With regulatory requirements intensifying across industries such as BFSI and healthcare, specialized expertise is essential. The Frost & Sullivan CX decision-makers survey highlights that ensuring customer trust is the highest priority, emphasizing the need for data privacy, transparency, and consistent service quality.

• Discover how robust security measures not only guard customer data but also enhance loyalty by demonstrating a commitment to safeguarding information.
• Learn to foster a culture of empathy and trust, crucial for building lasting relationships with customers, employees, and partners.
• Equip your organization with the insights to transform CX into a powerful competitive differentiator.

Table of Contents

Strategic Imperatives

• Why Is It Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top 3 Strategic Imperatives on Security in Customer Experience (CX)
• Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Opportunity Analysis

• Introduction
• Customer Trends and Expectations in the Digital Age
• The Role of Empathy and Trust in Creating a Secure and Satisfying CX
• Risks and Threats to CX Solutions
• Driving Customer Value with Security
• Growth Drivers
• Growth Restraints

Insights from Frost & Sullivan Voice of Customer Survey

• Ensure Customer Trust, Increase Security: Top CX Priority
• Handling Security and Privacy Concerns among Top IT Challenges in Supporting Contact Center
• Most Organizations Exhibit Confidence of their Security Capability
• Mixed Priorities Regarding Security Budgeting, with Data and Network Security on the Top
• Security and Compliance Weighs Heavily in Vendor Selection

Infusing Security into CX

• How Organizations Infuse Security into CX

Complexity in CX Security

• Complexity in CX Security

Role of AI in CX Security

• Role of AI in CX Security
• Role of Generative AI in CX Security

CX Solutions: Vendor Profiles

• Five9
• Genesys

CXM Services: Provider Profiles

• Teleperformance
• Foundever

Recommendations

• Recommendations for CX Solution Vendors
• Recommendations for CXM Service Providers

Growth Opportunity Universe

• Growth Opportunity 1: Seamless Multi-Factor Authentication (MFA)
• Growth Opportunity 2: AI Integration Across Security Applications
• Growth Opportunity 3: Privacy-Enhancing Technologies (PETs)

Appendix

• Definitions
• List of Exhibits
• Legal Disclaimer