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Make the most of your conversational bot investment with our easy-to-follow guide featuring best practices that can be applied to your digital transformation journey.

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TELUS International, in partnership with Statista, surveyed 250 enterprise leaders to explore where they plan to invest in digital customer experience (CX) technology in 2023. Uncover the results.

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Survey results: Digital customer experience priorities for leaders in 2023

On this episode, Mike Jones, senior director of customer care at The Home Depot, explains how an inverted pyramid management style, along with a set of timeless core values, are fundamental to The Home Depot’s CX strategy.

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(Previously recorded as TELUS International Studios) On this episode of TELUS International Studios, Mike Jones, senior director of customer care at The Home Depot, explains how an inverted pyramid management style, along with a set of timeless core values, are fundamental to The Home Depot’s CX strategy.

This approach proved especially valuable over the last 18 months, when the company experienced explosive growth. You won’t want to miss Mike’s advice for other CX leads navigating busy periods, including how to use data to do better business and more.

To read more from this conversation with Mike Jones, senior director of customer care at The Home Depot, check out our article.

To contact TELUS International, or to request a demo of our digital CX solutions, click here.

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The Home Depot on shaping CX with strong values

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Discover some of the top outsourcing destinations for consideration and the factors to keep in mind as you make your decision.

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Now we're talking: Multimodal voice and the future of digital CX

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The future of content moderation: Strategies and tools for 2023 and beyond

Organizations have a responsibility to create and maintain digital experiences that are truthful, welcoming and safe. Learn how brands can keep pace with the growing levels of user-generated content (UGC) to build trust with their customers and protect their reputation.

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Brands must think critically about the role of effective questions in customer experience. Learn how the right questions can unlock value.

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Gain an understanding of the challenges faced by customer experience (CX) leaders in setting goals for their metrics — and effective techniques to persevere.

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Prioritizing accessibility isn't only the right thing to do; it's also the smart thing to do. See why investing in accessible CX makes business sense.

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Why accessible CX should be a priority for brands in 2023

Robert Zirk: It's an email you never want to have to send to your customers.

Narrated email: ... been unauthorized access to company data, which may have included personal information...

Robert Zirk: IBM estimates the cost of a data breach averages nearly $3.9 million. And that's continually on the rise.

In addition, 21% of consumers stopped doing business altogether with companies that experienced a data breach, according to the 2022 Thales Consumer Digital Trust Index.

Annoyed customer: "I'll never shop there again."

Robert Zirk: Data breaches are top of mind for brands. Cyber attacks involving ransomware, phishing, denial of service or DoS attacks and other threats require organizations to be vigilant and proactive. And while there's a lot of complexity surrounding the world of cybersecurity, there's one guiding principle that can help ensure your company is on the right track. So today on questions for now, we'll ask: how can brands rethink data security to maintain customer trust?

Welcome to Questions for now, a podcast from TELUS International where we ask today's big questions in digital customer experience. I'm Robert Zirk.

Cybersecurity is a real concern for businesses today. The cost of cyber crime, as forecast by Cybersecurity Ventures, is set to reach $8 trillion in 2023 and exceed $10 trillion by 2025. So what is the cause for this increase in cyber crime and how is the threat landscape changing for businesses?

Steve Jablonski: It used to be a couple years ago that the big concern was malware. That's morphed to now identity: your password, your username, your credentials, certificates that coordinate to VPN servers behind the scenes.

Robert Zirk: That's Steve Jablonski, vice president of information security at TELUS International.

Steve Jablonski: Now we need to be able to protect the identities of our own users as well as any other credentials that could be used to compromise our systems.

And so the threat actors have weaponized that data against us. So they're maybe trying to see if you're reusing a password you may have used three, four years ago. Maybe username, maybe other credentials, other important information to try to phish you into trying to get you to download a link, trying to get you to give up more credentials.

Robert Zirk: Credentials that can be used by threat actors to access and take customer data, strategic assets, and other confidential information without authorization. I also spoke with Dr. Dave Chatterjee. He's an associate professor in the department of management information systems at the University of Georgia, the author of Cybersecurity Readiness: A Holistic and High-Performance Approach, and the host of the Cybersecurity Readiness podcast series. Dr. Dave spoke to the wide range of cyber threats that brands face today.

Dr. Dave Chatterjee: We are talking about phishing attacks, ransomware attacks, attacks from insider sources, IoT attacks and then adversarial artificial intelligence attacks.

That means a brand's reputation can be tarnished if the customer data gets stolen and is used for carrying out fraudulent transactions for conducting ID theft, if let's say the website of an organization is defaced and fake information is plastered on it, or if the company name is being used for nefarious purposes without the knowledge of the company. There are all kinds of possibilities.

Robert Zirk: And as new technologies emerge and become more widely used, so too do the types of cybersecurity incidents that can occur. The latest example is artificial intelligence.

Dr. Dave Chatterjee: The other day, I had a speaker in my class who's a AI expert. It took him 15 seconds to record the voice of one of my students and then use the voice for all kinds of activities. And that's how vulnerable we have become.

Robert Zirk: Steve warned that threat actors could use generative AI to make phishing attempts highly targeted, right down to emulating the tone, grammar and style of a colleague.

Steve Jablonski: The data can be enriched with data that they're finding out on the dark web that's being sold and it can be done at scale. So it's no longer one-off types of situations. It can be automated much more quickly and almost in near real time, in a lot of cases.

Robert Zirk: The consequences of a cyber attack might not be entirely clear when a breach has been discovered, as additional risks branch out from immediate problems.

Steve Jablonski: There's the availability of systems are down, so I can't access the system, I can't go onto a website and purchase things, or trade stocks or do whatever I'm supposed to do. The system's down.

Then there's a loss of data and that could be, in a lot of cases, very important data and data is targeted because data has a lot of value to it now and that data loss has a lot of consequences. There are all sorts of different regulatory agencies that can ultimately present some type of fine or other type of financial penalty for the loss of data.

And then there's the customers there in general. The customers may not be happy with you. You may lose a customer. There may be legal consequences from the customers as well.

Robert Zirk: According to McKinsey & Company, 40% of consumers and 52% of B2B purchasers have stopped doing business with companies that didn't protect customer data. And Revision Legal notes that for large companies impacted by data breaches, the time between the breach and legal settlements can take between three to five years. Dr. Dave Chatterjee acknowledges that it can feel overwhelming considering the risks that are out there. But every small step that brands take toward improving their cybersecurity counts.

Dr. Dave Chatterjee: Security or cybersecurity is a moving target. You can do the very best and yet you cannot be certain that your brand will not be attacked. But that doesn't mean that you stop doing what is called due diligence, stop complying with the requirements specified by the regulators and so forth. So it's a constant battle that organizations have to face when they're trying to protect their interests.

Robert Zirk: And part of that due diligence involves ensuring your vendors are taking cybersecurity just as seriously. Steve noted the importance of understanding the entire scope of technology your organization uses and how third party providers manage the data you input.

Steve Jablonski: It's important that we ask the right questions, we look for the right certifications. We want to make sure that there's a certain level of compliance, but then there's also a level of security assurance that they have strong controls that are out there.

And I think it's important that we have that openness and trust and we know where our strengths are collectively across the board. The threat actors, they look across the whole entire supply chain to try to find wherever the weakest link is to try to extract value, do their cyber crime or do whatever they're going to do. And we need to make sure that everything across, understanding where all those nooks and crannies are, that's really a, key important part.

Robert Zirk: It involves doing a thorough inventory of processes, procedures and technology for your organization and your vendors.

Steve Jablonski: So you first need to know what's out, what do you have, what are your assets, what 's on your network. We need to extend that to who really are our suppliers?

Robert Zirk: And along the way you or your IT department might discover what's known as shadow IT, which is...

Steve Jablonski: The onboarding of IT products and services outside of the normal technology channels. So it's usually services or products that are purchased directly from someone outside of the technology organization and usually the technology organization is not aware of those purchases that have been made. If you don't know what's out there, you don't know to secure it and you don't know to support it as well.

Robert Zirk: Steve referenced the importance for IT to be efficient and agile to ensure there is more communication between departments and so that you're not rolling out features or solutions to customers without vetting them first.

Steve Jablonski: We want to think about what are the requirements that we need upfront? What are the security and compliance rules that we need to follow? But we also need to be able to work at the speed that business needs to work at. We all know that once you've started anything, whether you've started building an application, whether you've started building a house, change becomes expensive. Change becomes timely. It either requires more resources to work on stuff. It may require wholesale changes. Doing this upfront, being mindful and thoughtful about it upfront, allows us to hopefully anticipate any of the security challenges that we're gonna have further down the road.

It also allows us to think about, what are the compliance requirements that we need to have once we've gone live or we've gone into production so that we're not coming in after the fact and trying to claw back and take away certain functionality in the system that may have been really helpful and useful to the end customer upfront because it doesn't meet the security or compliance requirements that we have.

Robert Zirk: Needless to say, there are a lot of potential cyber threats and pitfalls to watch out for. Once you're aware of them and ready to rethink your brand cybersecurity process, what's the next step to take toward preventing cyber attacks?

Steve Jablonski: I'm gonna rehash sort of an old principle, which is security by design. We talk about this notion of shift left where you, when you develop code, you're developing secure code as part of the design process rather than being a bolt on once you've developed and deployed something.

Robert Zirk: But security by design extends beyond just code. It involves keeping security foundational to your organization and its processes.

Steve Jablonski: How can we enable the technology that we have? How can we train the people so that they're that human firewall, we continually train all of our team members, all of our customers, so that they're aware of these threats that are out there? And then how do we set up processes so that the security is built into it? So when we start thinking about whatever customer facing processes we have, or whether they're internal processes, we're bringing forth security principles into all three of those.

Robert Zirk: Dr. Dave Chatterjee sees security by design as a mindset that approaches security proactively at every step of development.

Dr. Dave Chatterjee: It's an approach of taking every possible measure to minimize the risk of being attacked and also minimize the consequences of attacks. Whether that means following a defense in depth approach where you use a mix of physical, technical, and other forms of controls to have layers of security that's going to be hard for the hackers to penetrate, to get to that desired asset. Or whether we are talking about the application of the least privilege principle where you, by default, the level or the extent of access provided to the users, is bare minimum. So even if I'm compromised, my extent of access of the systems is so minimum that the hackers can't do much by getting my credentials. That's kind of the thought process.

So then, if you prevent that by creating all kinds of network segmentation, maybe secure certain networks more robustly than others, there are ways of making it difficult for the hackers to penetrate multiple systems. So a lot of thought needs to go into securing the enterprise, securing the data that is being stored in the enterprise in the various systems.

Robert Zirk: This shift in mindset requires you to rethink how your organization operates to optimize security, as Steve mentions.

Steve Jablonski: It takes a lot more forethought of who you are, what you need to have access to, and we want to make sure that we're mindful about that so that people can do their work and they can do their jobs.

The older approach was, "Hey, let me give you access to everything on this drive." Now we're starting to think about what specific data do you need access to? What specific parts of what applications do you need access to? So it's getting into that kind of finer detail. Optimistically, the way that it works is if a threat actor compromises a network and they get in, they don't have access into anything they haven't been given the credentials to get into it.

Robert Zirk: This approach is a great start. But it's important to consider that rethinking your brand's data security is an ongoing process that has to evolve over time.

Steve Jablonski: If we think about what was in the medieval times, and even going back to the Romans, what was considered a secured fortress, a castle, or some other type of keep or something like that, we built these massive structures. We may have added new walls, new layers of security, physical layers of security, to combat the threats of the time, but then gunpowder comes along and gets pretty easy to punch through those walls so we had to think of different ways of providing defense at that point in time.

And we have to think about security the same way. There's a certain point where we just can't continue to layer controls on. That gets to be expensive and sometimes it's rendered ineffective by the threats that are out there. So it's important that we have to have the courage to rethink the way we do things sometimes, even though it may be scary,

Robert Zirk: And speaking of scary, what can happen when security by design isn't top of mind and you maintain the status quo? Dr. Dave shared the downsides of a reactive approach.

Dr. Dave Chatterjee: It's like, you know, checking the box of the compliance requirements at as minimum a cost as possible. And then taking the approach: "We'll deal with it if we were to get hacked."

And so when organizations got hacked and they didn't have a very good disaster recovery plan, everybody's trying to contact everybody, trying to figure out what's the next step, what should they be doing? And there are numerous such cases where this has happened.

Panic sets in. At one level they're trying to decide how to communicate with the investors, at another level they're trying to decide how to communicate with the victims. Then they're thinking, "What do we tell the media if it's a public company?" And then, of course, there's a court of law.

So they then have to fight many battles. And if they're not prepared for these kinds of scenarios, if they haven't rehearsed their recovery, they're in huge trouble.

Robert Zirk: So if you want to operate under the principle of security by design, but don't know where to begin, how do you get started?

Dr. Dave Chatterjee: It's never too late to get on the track of proactive cybersecurity. It's never too late.

Top management has to lead the way. They set the tone, they set the standards, they set the culture and they do it not just by talking about it - by actively engaging in the process. I have seen in many exemplar companies, senior leadership are part of the security strategy formulation team, security strategy implementation team, security performance review team. They find ways of staying plugged in so they are in the know of what the strengths are and what the vulnerabilities are at any given point in time.

The Home Depot on shaping CX with strong values

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