Conclusion
Mitigating risks and maximizing rewards
Partnership is key to mitigating risk and multiplying the potential reward. When seeking customer experience expertise, you’re looking to build a long-term business relationship; you’re not just picking a new supplier.
And ultimately, successful relationships are built on shared values and cultural compatibility. That’s why looking to see if a potential partner aligns with all relevant certification and adheres to the strictest of security standards is just the first step of any consideration process.
Even if its security posture can be validated by external sources — be they references or security ratings agencies — an organization’s ability to keep you and your customers safe is ultimately decided by its people.
Organizations with the greatest levels of cyber resilience have a genuine security culture and a long-term commitment to the employee experience at their core.
When employees feel engaged, connected to the organization and committed to its future success, they are elevated from being the biggest potential security liability to becoming the first line of cyber defense.
When security is viewed as integral to business strategy rather than simply an issue for the IT department, processes, tools and protocols that mitigate risk do so without putting the brakes on productivity.
When employees feel engaged, connected to the organization and committed to its future success, they are elevated from being the biggest potential security liability to becoming the first line of cyber defense.
However, even if a potential partner can tick all these boxes, it still needs to prove it can align with your organization’s values and that it is capable of building a relationship built on open communication. Some of this alignment can come from existing vertical experience but the best outsourcers should be able to evolve their own procedures to mirror the specificity of a business sector, customer type or end user and do so without negatively impacting its approach and best practices relating to cyber and information security.
And when all these elements come together, the resulting partnership should lower your own cyber risk profile and provide your organization with new ways of protecting itself from fraud and social engineering, while keeping your growing customer base safer.
About FoundeverTM
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. Sitel Group and SYKES are now Foundever.
Get to know us at www.foundever.com and connect with us on LinkedIn, X, Facebook and Instagram.