Image sourced from Sourceforge. Counter to the tired comedy tropes about customers wishing they could “just speak to an actual human being”, most people would actually rather solve queries and problems themselves. In fact, research shows that more than two-thirds of customers prefer self-service over talking to a customer representative. That is, of course, assuming that they are enabled to effectively self-serve. COVID-19 has only accelerated that desire, taking self-service from a nice extra to a must-have. For obvious reasons, many people would rather help themselves via channels such as WhatsApp and social media chatbots than have to come into close contact with an assistant in a shop, branch, or office. Fortunately, with the emergence of intelligent digital experts, customers no longe...
Sourced from International IDEA The Hiscox Cyber Readiness Report 2021 provided some concerning statistics and facts about the impact of cyber-crime. It is a game, and it is one that Hiscox fundamentally believes no business should leave to chance. Multiple threat vectors and variable threat actors, and, perhaps most worrying – repeated attacks on companies by cyber-crime pose a serious risk to organisations small and large alike. One-in-six of all firms attacked this year (17%) said the impact was serious enough to ‘materially threaten the solvency or viability of the company’. According to Anna Collard, SVP Content Strategy & Evangelist at KnowBe4 AFRICA, the report underscores the immense challenge that organisations face when it comes to securing the business and the people within ...