Securing your customer experience

How to choose the right CX delivery partner in an age of rising cyber threats

Securing the right CX delivery partner in an era of heightened cyber threats requires a comprehensive approach that balances an understanding of the advantages of outsourcing with a keen awareness of potential security risks. From clear long-term investment in the employee experience to evidence of a security-by-design philosophy, this guide is designed to help you identify genuine data and information security best practices in any prospective outsourcing partner.

Contents

00

Introduction

Vision and vigilance: See the benefits but don’t overlook the risks

01

A serious relationship

Why you need to look beyond standard tools and compliance checks when assessing a potential CX delivery partner’s security standards.

02

A secure connection

The critical importance of a ‘security by design’ philosophy and a security organization independent of and complementary to the IT department in safeguarding the delivery of an end-to-end customer experience.

03

People power

Identifying if an organization has a genuine security culture and the importance of a long-term investment in the employee experience as a means of mitigating cyber risks.

04

Seeing is believing

What to look for when assessing physical security measures while visiting a potential partner’s contact center and how to determine if an organization’s investment in the wider community in offshore locations is making a positive difference.

05

Prepared for tomorrow

How to evaluate a potential partner’s current and future cybersecurity readiness in the context of generative AI’s growing influence as a productivity tool and catalyst for more frequent and more sophisticated cyber-attacks.

06

Navigating negotiations

Why prioritizing cost rather than outcomes in contract negotiations could lead to increased risks and potential vulnerabilities.

07

Conclusion

Mitigating risks and maximizing rewards

Whitepaper: Securing your customer experience

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