Brand loyalty is built around trust. Data breaches, especially those involving stolen credentials, are a big detriment to that trust. The Ponemon Institute estimated the average cost of a data breach at $3.88 Million in 2020 for the business, and immeasurable for the user. It’s likely consumers used the same credentials on other sites resulting in hours of changing their logins across the web. Customers remember that tedious process.
The offices of the Chief Information Security Officer (CISO) and the Chief Digital Officer (CDO) have the biggest part to play in protecting consumers perception of a brand, but they couldn’t be more opposite in their objectives and operations. CISO’s are tasked with keeping the unknown users out. Their primary focus has been making sure internal users such as employees, contractors and vendors are properly vetted and authenticated. CDO’s are seeking to invite as many unknown users (prospects) in as they represent new business. Having said that, what would happen if the CISO and CDO partnered more closely to protect those unknown users (prospects) and improve their online experience?