Customer Communications and Experiences

Dispelling Data Security Myths in the Era of Mobility

People are accustomed to having a mobile device, tablet or laptop with them at all times – so much so that Forrester reported that by 2016, 1 billion people will own a smartphone. The increasing adoption of mobile devices is significantly improving the overall customer experience by providing an easy way for customers to access their personal information.

 

But with easy access comes concerns around security issues.  Below are a few industries that have taken advantage of the mobility trend and some of the security issues that go along with them.  In each industry we’ve explained why these security concerns are unnecessary worries.

 

  • Retail Banking

 

According to research by Infosys, 94 percent of Americans are using some type of banking app on their mobile devices with 80 percent saying they like the convenience of being able to quickly get to their accounts 24 hours a day.  Ironically though, half of these same people think mobile banking is a security problem.

 

Some noted that mobile banking may even be more secure than using checks, as they can be forged or even credit cards, which can easily be stolen or cloned by using at ATM machines.  And because mobile phones are widely and often used, customers usually notice when they’re missing their phone faster than they would a wallet or check book. 

 

The bottom line is that banks are working hard to mitigate mobile security risks. But as more customers participate in mobile banking, companies must continue to educate customers on the diminishing security risk to gain more trust.

 

  • Utilities

 

Smart grids have raised eyebrows within the utilities industry. While these grids are designed to equip utility providers to deliver energy and improve the sustainability of electricity distribution and production, some consumers still feel uneasy about possible security risks. They are concerned about attackers penetrating the grids and stealing personal and private information.

 

However, companies are utilizing enhanced security measures such as automating and managing smart grids and intelligent networks to mitigate risk.  It’s recommended that utility companies continually update customers regarding new security measures for increased customer satisfaction.

 

  • Healthcare

 

Electronic medical records, cloud computing and tablets are all heightening data security concerns within the healthcare industry. Conventional means of protecting personal patient health information have transferred to electronic methods that can be accessed from a wide array of sources.

 

David Finn from Symantec  recommends that healthcare organizations conduct risk assessments, tailor the protection to the data, train employees and upgrade data loss protection. Through these methods, hospitals and doctor’s offices can customize the security needs of important documents and therefore, protect their customers’ personal information from security risks.

 

With the widespread adoption of mobile devices, companies and organizations have to actively encourage customers to transfer their usage of traditional means of printed communications to electronic transactions by providing low security risk solutions. In case of lost or theft, companies must ensure that technologies are secure enough to meet the safety concerns of their customers and, therefore provide a better customer experience.

 

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