Is Governance + Risk + Compliance Stalling your Omnichannel Projects?

Do you have omnichannel projects that just aren’t moving along as fast as you think they should? What are the hurdles getting in your way? I’ve yet to find a scenario where it’s the technology that’s slowing things down. Don’t get me wrong, omnichannel isn’t easy. It’s a very different approach to customer contact than traditional call centers or even multichannel contact centers. Omnichannel is all about customizing the journey of the person (or thing) trying to interact with your business. First we need to understand what the customer journey actually looks like. This is often a lot harder than it sounds. Most people in a company know their little piece of the customer journey, but very few can articulate the details of the full, beginning-to-end journey. This often requires a lot of exploration, business-level interviews, multi-disciplinary teams, and documentation.

What’s the difference between a data leak and a data breach? I think this is both a great question and an important distinction to understand in today’s climate, where instances of both are regularly making national headlines.

I often hear from folks that in general, small and medium-sized businesses lack a strategy and proper controls, but the big guys have it covered. Well, it might surprise you to learn that 30% of large enterprises state they still lack an overall information security strategy – and we’re talking huge, $25+ billion companies. Overall, 44% of enterprises report they lack a fundamental strategy. I’ll tell you from experience that most companies overestimate their cyber readiness, which means that the real numbers are likely much, much higher than the reported ones.

This blog is kicking off a series on a topic that many of you likely think about quite often: Why is it so hard to protect your organization’s information? This is a fair question, and one I’ve thought about often. To understand the answer, we’ll need to peel back a few layers and understand the root challenge.

Our national Cybersecurity Practice engages in thousands of customer conversations each year, and a few themes consistently emerge as primary concerns. The information security industry is plagued with confusion, complexity, and challenge, to the point that 30% of enterprises worth over $25 billion report that they do not have an overall information security strategy—and that number is substantially worse for the typical organization. Keep in mind that this simply refers to an information security strategy. It does not factor in the ability to implement that strategy, or whether the strategy is comprehensive or effective. Worse, most organizations overestimate their cyber preparedness, and factors like the global workforce shortage, security start-up sprawl, and cloud confusion are stymieing the effective implementation of information security strategies.

In the first and second parts of this blog series, we shared the importance of focusing on the basics in cybersecurity and shared some tips for how to get started. Let’s wrap up by sharing some additional considerations you should address as you get started on your path to a more secure enterprise.

This blog was co-authored by Windsor Tanner, Vice President Solution Sales, Americas, NICE.

In the first part of this blog series, we shared the importance of taking a step back and ensuring that your cybersecurity program addresses the basics before moving forward with “shiny new objects” like advanced analytics and machine learning. In this part, we will share some tips to help you build that strong foundation for your cybersecurity program.

If you aren't doing the cybersecurity basics, then it’s time to take a step back.

Last week, I wrote about the first five steps to creating a culture capable of effectively defending against modern threats. This week, I'll take you through the next five steps. Let’s dive right in.