Cyber Security and Customer Data: Why Integration Matters

Written by Sophie

Recent cyber attacks on M&S and the Co-op serve as a stark reminder that no brand, regardless of its size, legacy, or market position, is immune to disruption from breaches beyond its control. Cyber security and data protection is going to remain high on the agenda for customers and businesses alike and CX is going to be shaped by how well brands prevent and manage incidents.

When designing and building our new CX software, Canvas, this was at the forefront of our thinking. Of course, we tick all the boxes you’d expect from a company that lives and breathes customer data – we’re fully ISO27001 and Cyber Essentials accredited and we only host data using industry leading providers – but we also protect our clients by limiting the data they send to us in the first place.

Sending data out of the door is a risk, which presents a dilemma because context is everything. A customer is unhappy about the service they’ve received, but how many products have they taken out? What’s their typical spend? How many times have they been unhappy in the past? All relevant information when determining best next steps. To address this, other CX software providers encourage clients to send entire customer profiles their way, after all it makes their platforms stickier.

We take a different approach. We recommend the data sits wherever it minimises the risk to the customer, whether clients are using a Canvas dashboard or one of the many other internal tools they have at their disposal.

Instead, Canvas plugs into your internal ecosystem, seamlessly integrating with everything from CRM systems through to data warehouses so we push the data back where it belongs, providing our clients with the bigger picture without crossing any boundaries.

Our approach means clients get the best of both worlds – powerful surveys and beautiful dashboards that play nicely with the rest of the tech stack. Think of it as a playdate for your software - when everyone gets along, great things happen, and everyone gets home safely at the end of the day.

To find out more go to www.watermelonresearch.com/canvas