In 2022, something unthinkable happened in the InfoSec tool world. A password manager was hacked. Up until this point, password managers were considered untouchable by most. The 2022 LastPass hacks [hacks, yes plural], rattled not only industry professionals, it rattled consumers. While passwords were not technically compromised, the protections around them were vulnerable and could be cracked. The customers spoke, and dropped their subscriptions like hot coals.

Customer Experience (CX) is more than just the interface design or the interactions with a support agent, human or otherwise. CX is built on trust. In today’s digital world, where personal data is money, customers’ trust is built on privacy and security.

Check out my other articles about CX and InfoSec’s CIA Triad (Confidentiality, Integrity, and Availability)

Customer trust, as it relates to protecting personal data, comes down to transparency and delivery. The message of data protection and disclosures has to be rooted in truth. Meaning whatever the website says you do to protect customers' data and their privacy, you need to actually be doing it, verifiable by your IT or security team. And, you have to go beyond the word of whatever team or leader says you are upholding customer data privacy. Get the traceable…