In my last Ecosystm Insight, I spoke about the 5 strategies that leading CX leaders follow to stay ahead of the curve. Data is at the core of these CX strategies. But a customer data breach can have an enormous financial and reputational impact on a brand.
Here are 12 essential steps to effective governance that will help you unlock the power of customer data.
- Understand data protection laws and regulations
- Create a data governance framework
- Establish data privacy and security policies
- Implement data minimisation
- Ensure data accuracy
- Obtain explicit consent
- Mask, anonymise and pseudonymise data
- Implement strong access controls
- Train employees
- Conduct risk assessments and audits
- Develop a data breach response plan
- Monitor and review
Read on to find out more.
Download ‘A 12-Step Plan for Governance of Customer Data’ as a PDF
With organisations facing an infrastructure, application, and end-point sprawl, the attack surface continues to grow; as do the number of malicious attacks. Cyber breaches are also becoming exceedingly real for consumers, as they see breaches and leaks in brands and services they interact with regularly. 2023 will see CISOs take charge of their cyber environment – going beyond a checklist.
Here are the top 5 trends for Cybersecurity & Compliance for 2023 according to Ecosystm analysts Alan Hesketh, Alea Fairchild, Andrew Milroy, and Sash Mukherjee.
- An Escalating Cybercrime Flood Will Drive Proactive Protection
- Incident Detection and Response Will Be the Main Focus
- Organisations Will Choose Visibility Over More Cyber Tools
- Regulations Will Increase the Risk of Collecting and Storing Data
- Cyber Risk Will Include a Focus on Enterprise Operational Resilience
Read on for more details.
Download Ecosystm Predicts: The Top 5 Trends for Cybersecurity & Compliance in 2023 as a PDF
Organisations across the globe, are facing disruption on a scale never seen before, and are urgently seeking ways of remaining viable. Predictably, cybersecurity is a secondary concern and is often handled reactively. To make matters worse, a chronic cybersecurity skills shortage is being made much more severe by the crisis.
Remote working has reached unprecedented levels as organisations try hard to keep going. This is massively expanding the attack surface for cyber criminals, weakening security and leading to a cybercrime pandemic. Hacking activity and phishing, inspired by the COVID-19 crisis, are growing rapidly. Containing and suppressing this cybercrime pandemic is proving to be almost impossible.
Remote working intensifies known threats posed by phishing and ransomware. More alarming are the distinctive cybersecurity vulnerabilities associated with home working including reliance on home Wi-Fi, increased use of unpatched VPNs and devices, and the exponential growth of network access points. These vulnerabilities increase the likelihood of a breach enormously.
Corporate IT is in a very challenging position. It needs to ensure that organisations can operate in a way that they have never operated before, while ensuring that their assets are secure – a very difficult, if not an impossible task for which there is no precedent.
Some important cybersecurity considerations, during and after the COVID-19 pandemic include:
Re-enforce Basic Cyber Hygiene
As massive numbers of people work from home, basic cyber hygiene becomes more critical than ever before. Organisations must maintain awareness of security threats among employees, ensure security policies are being followed and be certain that corporate software is being updated and patched on time. With a dispersed workforce, these basic practices are more challenging, and training becomes more critical. Phishing attacks are often the primary attack vector for malicious actors, so employees must be able to identify these attacks. They increasingly exploit shortages of goods such as protective equipment and sometimes claim to offer official information relating to COVID-19.
Remote employees often access sensitive business data through home Wi-Fi networks that will not have the same security controls – such as firewalls – that are used in offices. There is more connectivity from remote locations, which requires greater focus on data privacy, and hunting for intrusions from a much larger number of entry points.
Place More Focus on Endpoint Security
The unprecedented switch to remote working is radically increasing the number of vulnerable endpoints. Given that endpoints are located at a distance from corporate premises, it is frequently difficult for IT departments to configure endpoint systems and install necessary security software.
It is vital to assess the security posture of all endpoints connecting to the corporate network. This practice enables an organisation to determine whether or not an endpoint requesting to access internal resources meets security policy requirements. It requires the ability to monitor and enforce policy across all devices, while making onboarding and offboarding seamless.
It is essential that endpoint solutions can be rapidly deployed for remote workers, as needed on both personal and corporate devices. Devices used for remote work need much more than the basic antivirus and antispyware protection. Multi-factor authentication (MFA) and on-board endpoint detection and response (EDR) capabilities are crucial.
Be More Selective About How and When Video Conferencing and Collaboration Platforms are Used
Since lockdowns spread around the world, the use of video conferencing and collaboration tools has grown beyond the wildest expectations of suppliers of these tools. The extraordinary growth of Zoom has made it a target for attackers. Many security vulnerabilities have been discovered with Zoom such as, a vulnerability to UNC path injection in the client chat feature, which allows hackers to steal Windows credentials, keeping decryption keys in the cloud which can potentially be accessed by hackers and gives the ability for trolls to ‘Zoombomb’ open and unprotected meetings. Zoom has so far managed to augment its security features in part by its recent acquisition of Keybase, a secure messaging service.
Switching to an alternative video conferencing platform will not necessarily offer greater levels of security as privacy is typically not a strength of any collaboration platform. Collaboration platforms tend to tread a fine line between a great experience and security. Too much security can cause performance and usability to be impacted negatively. Too little security, as we have seen, allows hackers to find vulnerabilities. If data privacy is critical for a meeting, then perhaps collaboration platforms should not be used, or organisations should not share critical information on them.
Protect all Cloud Workloads
In today’s remote working paradigm, cloud computing is being used more than ever. This frequently exposes organisations to risks that are not adequately mitigated.
Organisations typically need to manage a mix of on-premises technology together with multiple clouds, which are often poorly integrated. These complexities are compounded by the increasing risk from cyberattacks associated with cloud migration and hybrid cloud implementations. In cloud environments, the leading cybersecurity risks include insecure interfaces and APIs, data breaches and data loss, unauthorised access, DDoS attacks, and a lack of a unified view of assets.
Protection requirements for securing hybrid multicloud environments are evolving rapidly. In addition to tightening up endpoint security, organisations must also place greater emphasis on cloud workload protection. Cloud security solutions need to offer a unified and consistent view across all physical machines, virtual machines, serverless workloads and containers, used by an organisation.
Amend Incident Response Plans
It is the containment of breaches that often determines the success of security policies and procedures. Basic cyber hygiene as well as changes to IT architecture, such as micro segmentation, play an essential role in breach containment. But incident response plans also need to be made relevant to the current pandemic scenario.
Employees and IT teams are now working in a completely different environment than envisaged by most incident response plans. Existing plans may now be obsolete. At the very least, they will need to be modified. Usually, incident response plans are designed to respond to threats when most employees are operating in a corporate environment. This clearly needs to change. Employees need to be trained in the updated plan and know how to reach support if they believe that a security breach has occurred in their remote location.
Critically, new alert and warning systems need to be established, which can be used by employees to warn of threats as well as to receive information on threats and best practices.
Organisations are struggling to keep the lights on. In this battle to remain operational, cybersecurity has been taking a back seat. This cannot last for long as the deluge of new vulnerabilities is creating easy pickings for attackers. Cyber hygiene, endpoint security, cloud security, security policies and incident response plans must be continually reviewed.
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