Category: Customer Experience

07 Jun 2019

Holy Ship! Why Digital Transformation is Taking the Shipping Industry by Storm

In Medieval Italy, sea merchants invented the bill of lading to confirm receipt of all goods in a shipment. Hundreds of years later, many international shipping firms still rely on paper bills of lading for this same purpose. But paper-based transactions are falling out of favour in shipping, especially with shipping and logistics start-ups coming onto the scene as digital natives. Today, we want to talk about why digital transformation is taking the shipping industry by storm and the risk and rewards that come with it.

 

Four reasons the shipping industry is ripe for digital transformation

 

  1. Paper-based processes are slow – From bills of lading and paying at-sea employees to ship certificates required by the International Maritime Organization, running ships as big as the Empire State Building on paper processes just isn’t efficient. According to a recent article by The Economist, Maersk found that processing one shipment of avocados from India to the Netherlands involved 200 communications across 30 parties! In an era when shipping companies support consumers’ same-day delivery expectations, it’s essential to save time in port and at sea. This means moving away from fax, paper and telephone communications and moving towards digital systems and processes.

 

  1. Industry 4.0 is transforming the supply chain – Industry 4.0—also known as the fourth industrial revolution—is bringing automation, data and the internet of things to the global supply chain. For this to work effectively, all players must be connected to the digital supply chain. As digitization becomes business as usual across the supply chain, shipping companies that can’t connect to this global infrastructure will be left behind.

 

  1. There’s increasing pressure on profit margins – Low vessel utilization rates continue to put financial strain on shipping companies. Implementing digitized operations reduce costs by optimizing shipping capacity and routes.

 

  1. Digital trade-finance platforms are growing – Governments, banks and insurers are working together to create digital trade-finance platforms to digitize trade and financing activities for importers and exporters. This will lower costs and reduce risk of double financing and fraud. Greater adoption of digital trade finance platforms—such as Marco Polo and we.trade—puts pressure on shipping companies to go digital.

 

Cybersecurity risk in the shipping industry

 

In 2017, the UK shipping company, Clarkson PLC, fell victim to a massive cyberattack orchestrated through a single compromised user account, which provided access for hackers to a vast trove of sensitive customer details. It goes without saying that with increased digitization comes the increased risk of cybersecurity attacks, data breaches and insider threats. Instead of shying away from digital transformation, shipping companies must simply embrace the cybersecurity risk management and staff education that comes with it. It’s also essential to get the help they need to integrate secure digital processes, communications and a user-friendly encryption solution into their businesses.

 

The rewards of digital transformation in the shipping industry

 

Undergoing digital transformation in shipping reduces errors, improves customer satisfaction and trust through increased logistics transparency, speeds up formerly manual processes and increases connectivity for crew and off-ship asset management personnel. Of course, we strongly recommend building privacy by design into any digital transformation projects, including a flexible encryption solution that protects all ship to shore communications (and vice versa).

And while there are costs associated with digital transformation, enterprise-level organizations can recoup some of these costs with a proven encryption solution. For example, a recent Forrester Total Economic Impact™ study, revealed that a typical enterprise-level organization using Echoworx’s OneWorld encryption platform can expect an ROI of 155 per cent—with upwards of $2.7M in cost-mitigating benefits. This same study showed that using the OneWorld platform to replace on-premises legacy encryption solutions meant organizations could save the full software cost of previous solutions and avoid other legacy-related costs for a three-year savings of $793K.

Get the full Forrester Total Economic Impact™ study of OneWorld now.

With encryption as part of your digital transformation project, you can also assure your customers that their goods and containers have more protection than a 15th century Venetian piece of paper can offer.

At Echoworx, encryption is all we do. Our OneWorld encryption platform and cloud security services are a natural extension to existing security programs and offer a wide range of flexible options for secure message delivery. You can learn more about the ROI of Echoworx OneWorld encryption here.

By: Kevin Foxton, Technical Operations and Security Team Lead, Echoworx

05 Jun 2019

Securing Silos: The Case for an Omnichannel Approach to Digital Government

What if government worked like a business? What if a bureaucrat in one department could communicate seamlessly and securely with a politician in another?  What if departments could work collaboratively on procuring contracts?

When a government embraces a digital first strategy, effective secure communications serve an important function for their system to operate in a streamlined fashion. From frontline citizen-facing tasks, like sending a prescription or a temporary driver’s license, to more complex internal tasks, such as the procurement of a new multi-million-dollar research vessel, the need for flexible, frictionless and secure lines of communication exist at almost every level.

1) Omnichannel is about collaboration

In marketing, an omnichannel approach to sales implies a seamless shopping experience regardless of where a customer is located or what a customer is looking at. For government, an omnichannel experience implies a barrierless collaborative environment between all departments, all ministries and all levels within. In other words: a digital government, which aims to streamline all services, should be striving for an omnichannel environment.

2) Encryption needs to be part of the conversation

From the EU’s General Data Protection Regulation (GDPR) to regional privacy laws in the US, like California’s AB375, privacy continues to be a major driver of policy surrounding all-things-digital. So when it comes to streamlining communications between ministries, the public, third-party vendors, lobby groups or other external organizations, messages containing sensitive personal data need to be secured with airtight encryption to help mitigate the risk of headline-grabbing data breaches.

3) Encryption should enable a digital government – not hinder it

In the private sector, encryption is becoming a competitive differentiator – with customers preferring organizations who value their personal data. This aspect of a customer-first mantra should be no different for digital government. In addition to offering a frictionless encryption experience, both for internal and external users, an effective encryption tool needs to be flexible enough to suit every government use case – from complex government procurement orders to something as simple as a doctor sending a prescription to a patient.

Check out how these enterprise-level organizations are leveraging our OneWorld encryption platform.

4) Good encryption should pay for itself

Since they are bankrolled by the very people they serve, governments need to justify every dollar (and penny) spent. So adopting a robust flexible encryption solution with all the trimmings is usually not top-of-mind in terms of how to allocate their budgets. But, although an effective encryption platform can be expensive, the cost-mitigating benefits should outweigh the overhead.

Take Echoworx’s OneWorld encryption platform, for example. According to a recent Total Economic Impact™ (TEI) study conducted by Forrester Research, implementers of OneWorld can experience a payback period of less than seven months – in addition to both a return-on-investment (ROI) of 155 per cent and upwards of $2.7M in cost-mitigating benefits.

See the full TEI study by Forrester Research here.

Digital is better. Period.

While initial worries might include questions regarding accessibility for those members of the public not comfortable with digital correspondence, or perhaps more abstract questions regarding security, at the end of the day, citizens of any digital government soon appreciate the benefits of encrypted communications over snail mail. The ease of access offered by the instantaneous nature of digital messages, paired with an excellent user experience and secured by airtight algorithms is hard to argue against.

See if Echoworx is right for your government.

By Michael Roberts, VP Technology, Echoworx

29 May 2019
Secure Digital Communications for a Digital First Government

Secure Digital Communications for a Digital First Government

In addition to caring for its citizens, a good government communicates with and listens to its citizens’ questions, concerns and comments. But, in today’s digital world, where private sector corporations are lightyears ahead, a government cannot effectively communicate with constituents via snail mail. From the internal costs associated with printing and stuffing envelopes to the disappointment of a constituent receiving a plain white envelope stuffed in their mailbox well after the fact – requiring postage for return correspondence – snail mail just isn’t good enough.

But there’s more to sending a digital communication then clicking ‘Send.’

Here are some questions to consider when sending a secure communication to a constituent:

  1. Is the data sensitive?

As a rule, most government communications being pushed to a constituent are going to contain personal information one way or another. And, from identifying medical information to something as simple as an address, a sender and their ministry or department can be on the hook for massive fines if this information is lost, breached or misplaced.

The Ministry of Natural resources in Canada, for example, might be responsible for communicating information regarding fracking to constituents living in an area which is licensed to be drilled for natural gas. Instead of initiating a massive snail main campaign, requiring postage, envelope stuffers, among other factors, the Ministry might opt for a bulk mail digital communication pushed direct to concerned constituent mailboxes. In order to avoid fines associated with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA), the Canadian equivalent of the EU’s General Data Protection Regulation (GDPR), these communications need to be protected.

The Secure Bulk Mail (SBM) delivery method, a feature of the Echoworx OneWorld encryption solution, is perfect for situations as outlined above. In addition to offering a personalized and user-friendly message environment for mass lists of recipients, SBM protects communications with encryption complete with tracking metrics – so a sender can ensure their message safely reached its intended destination.

Learn more about Secure Bulk Mail.

 

  1. Who is receiving an encrypted message?

Like customers of a large enterprise-level corporation, a government serves a whole diverse population of different organizations, corporations, lobbyists and citizens. But, unlike large corporations, a government is a coagulation of many different moving parts – some with little to nothing in common. Any encryption solution employed by a digital first government needs to be flexible and accommodating to all situations – from a doctor sending a patient file to another hospital to a bureaucrat procuring a contract from a vendor.

While sending an encrypted message should not be a complicated task, one does not simply ‘encrypt’ a message. In addition to common secure channels, like TLS, any modern-day encryption platform will offer multiple encryption delivery options to ensure a message can be received and is not sent in the clear – without protection.

But, in today’s customer-centric world, encryption is as much about user experience as it is security. Depending on who is on the receiving end of a message, or whether the message is a part of something more collaborative in nature, a sender needs to make sure their message doesn’t look like spam. Secure messages need to be consistent in look-and-feel and device-agnostic to provide an excellent user experience.

See how large organizations, like government, are leveraging encryption.

 

  1. Do international privacy regulations apply to government?

From the EU’s General Data Protection Regulation (GDPR), which protects the privacy of citizens of EU member countries, to Australia’s controversial government-mandated backdoors, in the name of national security, there is a whole patchwork of international privacy laws to be aware of outlining how data can be collected, what data can be collected and for what purpose. As a rule, it is generally recommended to abide by more extreme privacy regulations, like Denmark’s mandatory encryption rules, for example, to avoid headline-grabbing fines for mishandling data.

The best way to ensure data being sent by a government abides by privacy regulations, whether its own or those applicable to citizens covered under international laws, is to protect data at all points in transit. While encryption may be enough to satisfy these regulations, additional safeguards are necessary to prevent data from making compromising touchpoints in countries with more relaxed privacy rules.

With data centres in Canada, the US, Mexico, Ireland, the UK and Germany and operating in 30 countries around the world and counting, Echoworx is fully prepared to ensure private data stays private and doesn’t make any unwanted stops along the way – from sender to recipient.

Learn more about Echoworx’s secure safeguards.

 

  1. What language do constituents speak?

Multi-lingual service options are musts for many governments and their respective ministries and departments around the world. These needs are no different when it comes to sending secure communications. In addition to alleviating confusion for recipients, having a flexible encryption platform capable of supporting multiple languages is just good customer service.

For better, more-inclusive, secure communication, the OneWorld encryption platform supports 22 languages and the list is continually growing. This ensures messages are available in all official languages of an electorate and that nothing is lost in translation.

Learn more about the customizable branding options of OneWorld – including languages.

 

  1. When should a government ask for help?

Unlike nimble tech start-ups, or even seasoned financial services organizations, a government can be slow to move and quick to over-acquire. In addition to the huge cost-mitigating factors of dedicating IT specialists and support staff to run and maintain an in-house encryption operation, working with a third-party encryption provider, like Echoworx, can help save massive amounts of cash through eliminating cumbersome paper processes – leaving more money to be allocated for more important projects.

Learn more about the cost-mitigating benefits of Echworx’s OneWorld encryption platform in a recent Total Economic Impact™ (TEI) study conducted by Forrester Research.

By: Christian Peel, VP Engineering at Echoworx

 

10 May 2019
consistent encryption experience

The Importance of a Consistent Encryption Experience

Producing real change isn’t based on one-time occasional actions, but is rather the product of careful consistent processes. This mantra can be applied to our digital world, where the adoption of new technologies only truly takes hold when people actually use them – particularly when it comes to cybersecurity solutions.

The cybersecurity benefits that come with encryption can only be realized when the encryption experience is consistent—for your employees, your customers and your partners. This article covers why encryption consistency is difficult, a natural extension approach to encryption and how consistency enhances the customer experience.

Why it is difficult to offer a consistent, enterprise-grade user experience?

In many enterprise-level organizations, employees are scattered across the globe, working from anywhere at any time and with any device.

The realities of today’s digital workplace include:

  • Mobile employees, who expect to work from anywhere via any device
  • Evolving security demands of clients, partners and vendors
  • Zero tolerance policies for business risk and disruption
  • Controlling data after it leaves the organization, while ensuring it only reaches intended recipients
  • Cybersecurity threats – both of internal and external origin
  • International privacy laws, such as the General Data Protection Regulation (GDPR), which dictate business processes.

 

At any given time, organizations have employees accessing secure information via desktop and mobile devices, on or off the company network. Even the reality of business travelers accessing secure documents—while on the road, without reliable access to the Internet —presents an encryption problem.

This new digital workplace makes it difficult to implement a consistent encryption experience because there are many user types, each with different needs. A one-size-fits-all solution may sound divine but is unlikely to provide a consistent experience when offered to real customers in real world situations.

How a natural extension approach increases encryption consistency

Security administrators must balance user-experience with airtight encryption algorithms and—much like a tightrope walker—when these features are unbalanced, the risk of danger increases exponentially.

While an out-of-the-box encryption solution might seem simple, it doesn’t always provide the right balance of security and usability. An inconsistent user experience can lead to frustration and open the door to less secure workarounds. For example, a recent Echoworx survey found that only 40 per cent of organizations that have encryption capabilities use them across the business.

Pairing your current solution with a suitable encryption extension gives you access to innovative enhancements that boost adoption rates and consistency.

Look for a natural encryption extension that:

  • Has a flexible platform that can quickly integrate and adapt to any environment.
  • Provides policy-based support of multiple brands and languages, based on organization, sender and recipient attributes.
  • Gives a user-friendly experience which promotes adoption for senders and recipients.
  • Is designed for high volume encryption with secure bulk messaging capabilities—to meet enterprise-level demands.
  • Offers a variety of secure delivery options, including fallback options, so that all messages are protected.
  • Delivers a return on investment. For example, a recent Forrester Total Economic Impact™ study, found that a typical enterprise-level organization using Echoworx’s OneWorld encryption platform can expect an ROI of 155 per cent—with upwards of $2.7M in cost-mitigating benefits.

 

How consistent encryption enhances the customer experience

Offering a consistent user experience is better for your customer, wherever they are. For example, an organization with offices around the world can use Echoworx’s OneWorld encryption platform to deliver a consistent brand, domain and user experience across all secure communications, regardless of the sender and recipient locations.

You may wonder how this works. The platform supports 22 languages and uses organizational attributes to personalize and dynamically brand outgoing encrypted messages by brand, division or location. These rules are set up during implementation and based on business use cases.

If you take advantage of branding and language preferences, your clients will consistently see that the secure message originated from a reputable source — your organization—and that it isn’t spam. This approach builds trust with customers and while trust may be easy to gain in the digital world, it’s even easier to lose. Encryption is so intertwined with client trust, satisfaction and retention, it’s now a business necessity.

But it’s a business necessity that pays for itself.

The Forrester Total Economic Impact™ study also found that a typical enterprise-level organization using Echoworx’s OneWorld encryption platform can achieve a payback period of seven months, eliminate $67K from the cost of custom email domain branding and slash costs of on-premise legacy encryption by $793K over a three-year period.

At Echoworx, encryption is all we do, and we do it consistently. Our OneWorld encryption platform and cloud security services are a natural extension to existing security programs and offer a wide range of flexible options for secure message delivery. You can learn more about the ROI of Echoworx OneWorld encryption here.

By Derek Christiansen, Engagement Manager, Echoworx

21 Apr 2019
healthcare security

Encryption in Healthcare? Improving the Prognosis of Data Security

Healthcare organizations collect, manage and distribute an enormous amount of medical and personal information and they’re constantly at the mercy of budget constraints and cuts, which leaves them vulnerable. On top of that, healthcare is the only industry where more breaches happen because of insider threats than outside malicious agents[i] and it’s tied for first place for the most breaches across all sectors.[ii]

In a nutshell, healthcare is in critical condition when it comes to cybersecurity.

To address this condition, enterprise-level healthcare organizations, hospitals and their third-party business associates can increase data security and reduce risks of breaches by implementing user-friendly and customer-centric encryption services.

Customer-centric encryption is so important in healthcare because many agencies are transforming from paper to digital records while dealing with preventable insider threats (often in the form of delivery errors). This means to get the most out of encryption, healthcare organizations must consider how easy it is for patients, employees and business associates to use and trust the encryption solution.

What customer-centric encryption looks like in healthcare

The customer experience differentiators that healthcare organizations should look for in an encryption solution include:

  • Integration of privacy by design features like definable policies to control which communications require encryption and how they are sent. This takes security decision-making out of the picture for busy healthcare administrators and ensures your organization stays compliant with regulations like the Health Insurance Portability and Accountability Act (HIPAA), the Health Information Technology for Economic and Clinical Health Act (HITECH) and the General Data Protection Regulation (GDPR).
  • Multiple flexible delivery methods for different types of secure encrypted communications, including secure PDF (e.g., secure record delivery) and web portal access, TLS and encrypted attachments and support for S/MIME and PGP.
  • Easy and frictionless user experience for employees, patients and business associates. This is especially relevant in healthcare organizations that serve an aging population who aren’t as tech-savvy as the general population. The World Health Organization suggests, “primary health care must be accessible and friendly to persons of all ages.”[iii] We agree and believe this applies to accessing patient records too.
  • Secure bulk mail functionality that automates the process of emailing mass personalized documents securely. As the British National Health Service (NHS) can attest from its 2017 experience, losing 900,000 patient letters is no good for patient trust in their system.
  • Multiple brand and language options to give patients the peace of mind that comes with receiving secure messages from a trusted source.
  • Dedicated account support to help organizations understand how email encryption fits into their patient care and business models.

An encryption solution for healthcare organizations should be easy for employees to use. First, because making secure encryption the path of least resistance increases user adoption. And secondly, because data security breaches happen most frequently at the employee level in healthcare. For example, did you know that employees are increasingly exposed to malware hidden in Microsoft Office documents sent through email?[iv]

A matter of trust in healthcare

As we’ve seen in other industries like banking, trust is becoming a new currency and this equally applies  in healthcare because patient data is so personal. Healthcare patients expect that medical transactions—including booking an online appointment, communicating with a medical professional and having health records sent between institutions—are safe and secure, which builds trust. If patients don’t believe your healthcare organization can protect their data, they  lose faith and—when possible—they  leave. A recent Echoworx survey found that 80 per cent of customers consider leaving a brand after a data breach. With so many leaders concerned about organizational reputation—and in an increasingly competitive private healthcare landscape—can you afford an encryption solution that doesn’t give your employees, patients and business associates a frictionless user experience?

How healthcare organizations can achieve cost savings with encryption

In addition to supporting a patient-centred business model and reducing the risks of insider threats, there are financial benefits associated with adopting a flexible and frictionless encryption solution.

A recent Forrester Total Economic Impact™ study, for example, revealed that a typical enterprise-level organization using Echoworx’s OneWorld encryption platform can accelerate the adoption of digital document delivery, save $1 per paper document delivered digitally instead of through the postal system and accumulate a three-year cost savings of $1.5M.  This same study showed that adopting OneWorld’s self-service support options, like automatic password resets, increases call centre productivity, removes the need for additional overhead and can slash nearly $320K off the bottom line of an enterprise-level organization.

Read the full Forrester Total Economic Impact™ study of OneWorld now.

Encryption can save healthcare organizations money on process and system improvements. But that’s not all. Including encryption as part of an overall data security program also helps organizations avoid the cost of security breaches. For example, the average cost for a ransomware incident is $76,000 which sounds like a lot until you see that the average hacking breach costs $2.4M.[v]

With so much at stake in healthcare, isn’t it time to integrate a frictionless encryption solution into your healthcare organization?

This is why at Echoworx, encryption is all we do. Our OneWorld encryption platform and cloud security services are a natural extension to existing security programs and offers a wide range of flexible options for secure message delivery. You can learn more about the ROI of Echoworx OneWorld encryption here.

By Alex Loo, VP of Operations at Echoworx

————

[i] 2018 Data Breach Investigations Report, 11th edition (Verizon)

[ii] Cyber Security and Healthcare: An Evolving Understanding of Risk (Symantec)

[iii] https://www.who.int/ageing/primary_health_care/en/

[iv] 2018 Data Breach Investigations Report, 11th edition (Verizon)

[v] Cyber Security and Healthcare: An Evolving Understanding of Risk (Symantec)

03 Apr 2019
customer centric encryption

Why Customer-Centric Encryption Matters in Financial Services

Before message encryption became mainstream with its incorporation into popular messaging platforms, like WhatsApp, and into deep-reaching, headline-grabbing international privacy regulations, like the EU’s General Data Protection Regulation (GDPR), the financial services industry could usually get away with using overly-complex data security options which were not user friendly. Customers simply didn’t know protecting their data could be seamless and practically invisible.

They know it now and expect customer-centric encryption solutions—especially from the financial services organizations that secure their most sensitive data.

Financial services firms shouldn’t need to choose between security and customer experience. If you look at encryption specs, you’ll notice that algorithms aren’t the primary differentiators of any secure email solution. Almost all contemporary security products feature 2048-bit RSA encryption, 256-bit AES encryption and SHA2 signatures.

The real differentiator is customer experience—how easy is it for customers and employees to use the encryption solution? And do they get the awesome customer experience they’ve come to expect?

Five ways encryption can secure customer-centric innovation

The customer experience differentiators that enterprise-level financial services organizations should look for in an encryption solution include:

  • Definable policies to control which communications require encryption and how they are sent.
  • Multiple flexible delivery methods for different types of secure encrypted communications.
  • Easy and frictionless user experience for employees and customers, no matter how tech-savvy they are (or aren’t).
  • Multiple brand and language options to support brand alignment and customer expectations and to give customers the peace of mind that comes with receiving secure messages from a trusted source.
  • Dedicated account support to help organizations understand how email encryption fits into their business model.

Customer experience is so important because it directly relates to trust—the new currency in banking. Your clients need to trust you with their most personal data and—like it or not—clunky user experiences erode their faith in your ability to protect their data. And when clients lose faith and no longer trust your brand, they will leave. A recent Echoworx survey found that 80 per cent of customers consider leaving a brand after a data breach. With so many CEOs concerned about company reputation, it doesn’t make sense to settle for an encryption solution that can’t support an awesome customer experience—the risk to the brand is just too high.

In addition to benefitting your customer-centric business model, there are added monetary benefits to adopting a flexible frictionless encryption solution. A recent Forrester Total Economic Impact™ study, for example, revealed that a typical enterprise-level organization can slash $2.7M off their bottom line through employing our flexible OneWorld encryption solution.

Get the full Forrester Total Economic Impact™ study of OneWorld here.

Achieving both regulatory compliance and customer-centricity

Like all companies, financial services organizations are subject to privacy regulations like the GDPR. But that’s the tip of the iceberg—and being non-compliant with these privacy laws comes with stiff sharp-toothed penalties.

Regulations financial services companies are subject to[1] or should be aware of include[2]:

  • FINRA guidelines
  • Gramm-Leach-Bliley Act (GLBA)
  • SEC 17A-3 and 17A-4
  • Payment Card Industry Data Security Standard (PCI DSS)
  • Federal Rules of Civil Procedure (FRCP)
  • Sarbanes-Oxley (SOX)
  • EU General Data Protection Regulation (GDPR)
  • Canadian Securities Administrators National Instrument 31-303 (CSA NI)
  • Investment Dealers Association of Canada (IDA29.7)
  • Model Requirements for the Management of Electronic Records (MOREQ)
  • California Consumer Privacy Act (CCPA)
  • New York Department of Financial Services (NYDFS) Cybersecurity Regulation

Since compliance is so integral to the financial services industry, it’s in your organization’s best interest to choose an encryption solution that has privacy by design; this means your secure email platform figures out how to send messages based on the policies you define during your initial service customization. For example, a business partner receives transparent encryption via TLS, a customer receives a monthly statement as a secure PDF attachment and a European bank may require PGP emails because employees have PGP software running on their desktops.

What customer-centric encryption means to your bottom line

In financial services, providing a frictionless and secure customer experience isn’t optional for seamless secure communication. But there are additional monetary benefits to choosing and implementing the right flexible encryption solution. For example, a recent Total Economic Impact™ (TEI) study conducted by Forrester suggests that typical enterprise-level organizations employing Echoworx’s OneWorld encryption platform can slash nearly $320K off their bottom line with the adoption of self-service support options, like automatic password resets – increasing call centre productivity and removing the need for additional overhead.

Customer-centric encryption helps financial services organizations build and keep trust with clients, stay compliant and reduce costs. Isn’t it time to take advantage of this proven competitive differentiator?

The Echoworx Difference

At Echoworx, encryption is all we do. Our OneWorld encryption platform is a natural extension for most existing systems and offers a wide range of flexible, adaptable and dependable encryption delivery methods for use at enterprise-level corporations.

Learn more about the ROI of Echoworx OneWorld encryption here.

By: Christian Peel, VP Engineering at Echoworx

——–

[1] https://www.echoworx.com/project/encryption-technologies-financial-services/

[2] https://www2.deloitte.com/us/en/pages/regulatory/articles/banking-regulatory-outlook.html

22 Mar 2019
dont fear the paperless tiger

Don’t Fear the Paper Tiger: Paperless is Easier than You Think with Encryption

Every year, more than 500 billion bills[i] are sent to customers and that doesn’t even include monthly and quarterly statements for financial and health-related matters. Now, just imagine going to the post office and buying stamps for all those bills and statements.

Many organizations don’t have to imagine the high cost of postage because their processes and systems that depend on paper transactions make this a reality.

But going completely paperless is more complicated than just flipping a switch and turning on a computer – you need a secure environment for your digital documents. When an organization goes paperless, they enter a world of complex privacy regulations, like the EU’s General Data Protection Regulation (GDPR), where non-compliance can trigger massive sharp-toothed fines. This is where having a comprehensive encryption strategy can help – and even plays to an organization’s advantage.

Here’s how you can leverage an encryption solution to go paperless, accelerate your digital transformation and achieve real business value:

The advantages of going paperless

Going paperless saves money – but only when digital documents are sent securely. A recent Total Economic Impact™ (TEI) study conducted by Forrester, for example, suggests that enterprises using OneWorld encryption accelerate the digital transition of their mail delivery by ten percent. Given the average $1 cost-per-page associated with traditional mail, a typical enterprise-level organization using OneWorld can save $1.5M over three years.

Other advantages of going paperless include increased user satisfaction, streamlined processes and easing the burden of compliance with privacy regulations such as the GDPR.

Why organizations are reluctant to go paperless

Going paperless by adopting secure digital document delivery is a significant project that requires time, money, specialized expertise, the capability to integrate legacy data and systems and, sometimes, a change to current processes in how responses are sent and processed. Organizations with already-stretched IT resources are reluctant to take on a paperless project when it’s seen as a cost-driver, instead of a cost-savings initiative.

Paperless communications necessitate secure digital communication which means encryption. Expenses associated with an on-premise encryption solution include physical servers, maintenance staff and customer support resources. These legacy costs can be slashed during a paperless project. For example, by integrating the OneWorld encryption solution, a typical enterprise-level organization mitigates these upkeep costs–and saves about $795K over three years.[ii]

This reluctance to go paperless is based on fear of complexity, effort and security concerns – not facts. In an increasingly competitive marketplace, where digital transformation—including going paperless—is no longer optional for sustainable businesses, and is increasingly becoming a competitive edge with your customers.

Pain-free paperless use case: upgrading a legacy system

Enterprises might be unable to increase their paperless efforts on account of existing on-premise legacy encryption technology being unable to handle additional loads. But, on account of this existing outdated messaging infrastructure, even if the ROI of going paperless is intriguing, they may wonder how painful the project will be. It doesn’t have to be difficult if they pursue the right solution and work with the right people.

Going paperless helps businesses streamline processes, reduce resources and save money. The recent Forrester study, done on behalf of Echoworx, found a strong ROI for implementing the OneWorld encryption solution and a payback period of only about seven months.

We hope this encryption ROI research helps you put the Paper Tiger in its rightful place.

The Echoworx difference

At Echoworx, encryption is all we do. Our OneWorld encryption platform is a natural extension for most existing systems and offers a wide range of flexible, adaptable and dependable encryption delivery methods for use at enterprise-level corporations.

Learn more about the ROI of Echoworx OneWorld encryption here.

By: Christian Peel, VP Engineering at Echoworx

 

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[i] https://www.echoworx.com/how-can-we-convert-more-customers-to-paperless-billing/

[ii] https://www.echoworx.com/project/forrester-tei-of-echoworx-oneworld/

09 Mar 2019
Customer Satisfaction

How to stimulate digital engagement with customers

In the offline world, organizations build their customer base slowly over time and these customers generally become and stay loyal to the company—unless there’s a major screw up. But that’s not how it goes in the digital world; though competition is fierce, digital customers are easy to get but hard to keep. Even the smallest user-experience blip can send them packing.

Digital customer engagement—which relies heavily on digital communications—plays an important role in customer experience and satisfaction. Organizations must create an inviting digital environment that encourages engagement and builds digital trust. While digital trust is easy to gain, it’s easier to lose and impossible to get back.

With that in mind, we suggest your digital environment supports these four elements: security, user experience, cost mitigation and compliance. With these in place, it’s easier and safer than ever to stimulate digital engagement with your customers.

Secure communications

Customers expect built-in data security and yet 69 per cent of customers don’t believe organizations do everything they can to protect client data. Your organization can differentiate itself from the competition by delivering on the promise of secure communications. One way to ensure secure communications for all senders and receivers is by using an encryption solution with flexible delivery methods including TLS, S/MIME, PGP and secure web portals. Encryption is a value proposition for businesses that want to gain customer trust while protecting themselves against costly data breaches.

User experience

Customers get a good user experience when data protection is built into the process. Making encryption the default option takes advantage of the human condition—we tend to follow the path of least resistance. Save your customers the trouble of adding an extra step—if they remember or find the time—without leaving encryption to chance. Your choice of encryption can also protect your customers from phishing and spear phishing attacks, where malicious parties mimic your brand via email to steal private information or install malware. Encryption that can support multiple brands with multiple delivery methods in multiple languages assures customers that your secure messages are from a trusted source—not spam.

Cost mitigation

Customer engagement is desirable as part of a streamlined service that helps your clients and supports your business model. But if customer engagement systems chain you to the same old clunky hardware, more IT resources and more customer support staff, the costs can soon outweigh the benefits. The good news is it doesn’t have to be this way. For example, according to a recent study commissioned by Echoworx, moving your PGP system to a cloud-based encryption environment alleviates nearly $800K of on-premise legacy system costs—without any disruption to your customers.

See the full report here.

Compliance

Organizations are subject to multiple privacy regulations—including GDPR, PIPEDA and HIPAA—depending on where they operate and where their customers live. Violating these regulations leads to fines and penalties. For example, GDPR violations can cost up to $20 million or four percent annual turnover (whichever is greater). These regulations also make it mandatory to report any data breach. To give you an idea of how fleeting digital trust is, most digital customers will leave forever once they hear about a breach. When you choose an encryption platform, make sure it includes features to keep you on the right side of compliance—and helps your customers feel secure during their online engagement with you.

It’s harder and more important than ever to maintain digital trust. Set yourself up for success by implementing systems like encryption to support and stimulate your online customer engagement activities.

The Echoworx Difference

At Echoworx, encryption is all we do. Our OneWorld encryption platform is a natural extension for most existing systems and offers a wide range of flexible, adaptable and dependable encryption delivery methods for use at enterprise-level corporations.

Learn more about Echoworx OneWorld encryption delivery methods here.

By Alex Loo, VP of Operations at Echoworx

26 Feb 2019

A Perfect 10? Why Flexible Encryption Matters for Your Business

According to Forrester, “consumers use technologies that support convenience and put a higher value on CX (Customer Experience).[i]” And as banking, financial service, government, healthcare, legal and compliance professionals know, customers expect that experience to include encrypted communications and data protection. If your organization uses an out-of-the-box email security product with built-in email encryption, you’re off to a good start.

But if you’re leading a customer-obsessed organization, a tailored approach to encryption is likely more aligned to your business values than an out-of-the-box solution. Implementing a flexible encryption solution as a natural extension to your existing encryption framework takes your data security and digital trust factor from good to great.

Here are four business reasons for adopting a flexible encryption model:

1 – Increase nimbleness and continual alignment to business processes

Business processes vary across any organization. One group sends millions of e-statements monthly while others send sensitive documents one at a time to internal or external parties. Enabling an encryption platform with flexible controls for every scenario gives you the power to create a customizable user experience for senders and recipients while staying in control of encrypted messages that are in transit and at rest.

2 – Build trust instantly with multiple language and branding options – 

If your organization operates internationally, excellent customer experience includes communications in your client’s preferred language. And it goes without saying, all communications must be aligned to your brand no matter which line of business sends them. With 79 per cent of people taking less than 30 seconds to evaluate the safety of an email, off-brand but legitimate emails from your company can quickly get categorized as spam and cast doubt on your organization’s digital trustworthiness. With Echoworx OneWorld, a natural encryption extension for common enterprise solutions, you can set language policies to automatically apply to encrypted communications based on sender, brand, locale and receiver attributes.

3 – Get ahead of your competition in information security management –

In a recent survey of IT professionals and IT decision-makers, we found that although encryption is a priority for most organizations, less than half the organizations with encryption software use it extensively. This means that in any industry, chances are good that using a flexible encryption solution to secure delivery methods can be a differentiator for your business.And when you choose a user-friendly option, your encryption and data security measures become a customer-centric value proposition. Take mobile and desktop user experiences, for example. With over 80 per cent of emails being initially read on some form of mobile device, any encryption solution should offer a comparable or identical desktop user experience.

4 – Increase long-term performance through proactive risk management –

The 2018 Global State of Information Security Survey report suggests that long-term economic performance is more likely when companies increase risk resilience rather than merely attempt to avoid risk.[ii] This happens because resilient companies—ones with disaster recovery or business continuity plans—can bounce back faster from unfortunate incidents than those without. From a cyber-security point of view, proactive risk management includes encryption that supports multiple secure delivery methods with effective fallback options, secure password encryption procedures and a streamlined user experience that makes using encryption the easy default.

In a customer-obsessed business culture, organizations must be proactive about meeting and exceeding client expectations while keeping client data secure. It’s easier and more necessary than ever to adopt secure encryption across your organization. Securing sensitive data is the right thing to do—and comes with a strong business case.

The Echoworx Difference

At Echoworx, encryption is all we do. Our OneWorld encryption platform is a natural extension for most existing systems and offers a wide range of flexible, adaptable and dependable encryption delivery methods for use at enterprise-level corporations.

Learn more about Echoworx OneWorld encryption delivery methods here.

By Christian Peel, VP Engineering, Echoworx

——-

[i] https://go.forrester.com/blogs/new-leaders-emerge-as-businesses-are-disrupted-more-rapidly/

[ii] https://www.pwc.com/us/en/cybersecurity/assets/pwc-2018-gsiss-strengthening-digital-society-against-cyber-shocks.pdf

22 Feb 2019
who controls your encryption experience

Who Controls Your Encryption Experience?

At its core, security is an exercise of control. Security controls how our property is used, who has access to it and keeps it safe. In cybersecurity, this notion generally refers to the protection of an organization’s digital assets– keeping data safe and sound.

But what happens to this secure sense of control when data goes beyond your reach – outside your digital perimeter? You encrypt it.

Here are some points to consider for effective encryption – without relinquishing control:

 

  1. Compliance needs met with encryption

    Under international privacy rules, like the GDPR, non-compliance can lead to massive fines you can’t afford. And, while delivery methods like TLS or PGP are effective for protecting data in transit and end-to-end, they do not accommodate every situation – additional options are needed. If a TLS connection is not available, you may want automatic fallbacks to another secure delivery methods, such as via web portal or as an encrypted attachment – ensuring sensitive data always remains protected.

    Explore the pros and cons of different secure delivery methods.

  2. Proactive policies leave less room for internal error

    Encryption is a feature of any serious cybersecurity design – but real world application still lags, according to Echoworx data. When a platform is not user friendly and encrypting a message is difficult, there is a tendency for senders to favour the path of least resistance – sending sensitive data without protection. Setting proactive encryption policies in motion not only makes encryption mandatory based on pre-set rules, but also improves platform usability by automating a sometimes-confusing process.

    Take inbound encryption policies, for example. When a customer sends an organization sensitive information, like a credit card number, over an open or unrecognized channel, there is a chance existing email filters might flag and block their message for reasons of compliance. By setting inbound encryption policies, incoming emails containing sensitive data are automatically encrypted, before being delivered to a recipient’s inbox – safe, sound and compliant.

  1. Stay in control of encryption controls

    From the choice of email service provider to something as simple as a device-type, there are a variety of ways recipients might be inadvertently controlling their encryption experience. This unintended result can prove detrimental to their user experience – especially if there are better encryption delivery methods for their situation.

    Using proactive policies, your organization can push secure delivery methods tailored to specific customers. You might, for example, set policies which restrict TLS to trusted partners only – or employ attachment-only encryption for secure statement delivery.

    See specific use cases of our OneWorld encryption platform.

  1. Offer a consistent encryption experience

    Part of a true streamlined user experience relies on a consistent user experience – regardless of device, location, location or connectivity. An encrypted message experience, for example, should offer the same user experience regardless of whether the secure message is accessed on a desktop computer or offline via a mobile device – without the need for third-party apps. This same consistent user experience also helps streamline working within collaborative environments.

    Common business scenarios, for example, often involve engaging with a sensitive document across multiple devices and environments. Is the document going to look and act the same offline and online? If working collaboratively on a sensitive encrypted document, is the user experience identical for all parties involved?

    Explore the different delivery methods offered by the Echoworx Oneworld encryption platform.

  1. Be able to recall encrypted messages

    The ability to recall a compromised message even after it has been read, is a simple, yet fundamental feature enabling control of an encryption experience. Whether a message is sent to an unintended recipient or whether a message is no longer safe, control over a message shouldn’t have to be relinquished just by pressing ‘Send.’

  1. Branding is more than changing the colour

    Branding and the separation of brands is crucial to any enterprise conglomerate. The ability to brand, separate and segment customer interactions according to brand can mean anything from how a secure message is received to a desired language. Different brands should also be siloed to prevent eavesdropping from other business units.

    Learn how you can brand your encrypted messages for a more personalized customer experience.

 

By Derek Christiansen, Engagement Manager, Echoworx

21 Feb 2019
NHS goes fully digital

The End of Fax Britannica! Is a New Paperless Age Coming to Britain’s Public Sector?

On January 1, 2019, Britain’s National Health Service (NHS) made a big digital move – no new fax machines. While this might seem insignificant, the underpinning message is deep: a full commitment to digital message channels. And, as the largest public service employer in the UK, with 1.2 million souls, the implications of such a move might run even deeper.

Background

For several years, the NHS has been threatening to go digital, phasing out their snail mail communications and bringing their 70-year-old national healthcare service online – and digital. And, from issues of usability to the more serious, like the loss of 900,000 patient letters in late-2017, the largest NHS blip yet, things have been off to a rocky start.

But, spearheaded by former-Minister of Fun, now Minister of Health, Matt Hancock, ‘The NHS Long-Term Plan’ remains unchanged and unfaltering in its commitment to all things digital. In terms of digital adoption, the 136-page report opens strong: “Virtually every aspect of modern life has been, and will continue to be, radically reshaped by innovation and technology – and healthcare is no exception.”[1]

Zero Fax Given

By 2020, the NHS aims to banish fax machines from their system entirely – with a goal of total phase out by March of next year. Among other things, this means they are shifting their reliance to a purely digital environment – pushing their need for an effective encryption solution to a critical level. Minister Hancock includes the need for encryption into a proposed plan to build an NHS digital architecture which can provide a strong basis for a new generation of digital services.

The savings are big

Going paperless via digital communications offers tremendous value to organizations like the NHS. Between 2013 and 2016, for example, the NHS saved £136M (approx. $178M) with their Electronic Prescription Service (EPS) – a digital communications service currently used by 93 per cent of English GP practices. And something as simple as booking appointments through digital channels is expected to save the NHS a further ₤50M (approx. $65M) per annum.[2]

A second advantage to a digital paperless NHS future is to promote the service as a leading environment for innovative healthcare organizations. As a health-tech hub, NHS users are granted front-row seats to emerging healthcare technology and practices.

Fax machines are just the beginning

In just one decade, by 2029, the NHS aims to be completely paperless – quite an undertaking. But the benefits are huge! By offering paperless healthcare options, patients, medical professionals and NHS employees alike gain access to instantaneous services available anywhere – empowering NHS users to be healthier and stay independent longer.

But with all the sensitive personal information involved in healthcare, robust enterprise-level encryption solutions are needed. And, from TLS to end-to-end encryption solutions, like attachment only encryption, any realistic solution is also going to need to offer flexibility for an excellent, non-confusing and seamless user experience.

See the different ways businesses are leveraging encryption throughout their organizations.

By Christian Peel, VP Engineering, Echoworx

—–

[1] https://www.longtermplan.nhs.uk/wp-content/uploads/2019/01/nhs-long-term-plan.pdf

[2] https://www.longtermplan.nhs.uk/wp-content/uploads/2019/01/nhs-long-term-plan.pdf

15 Feb 2019
cyber security your competitive advantage

Can cybersecurity be a competitive edge?

In the old days, before organizations became customer-obsessed and held off-site leadership events to drill down on their value proposition, information security was simple. There was the CIO and a few stewards of the air-conditioned server room which was invisible to the non-IT eye. Back then, cybersecurity operated in the shadows and it worked just fine … until it didn’t.

Fast forward to today when cyber security is front and centre for senior leadership, boards, customers and partners. All these stakeholders can tell you what Target is now famous for: a customer data breach that cost the company over $200 million[i] to resolve.

And in an increasingly-competitive business landscape, forward-thinking organizations are integrating information security into business processes to avoid becoming the next cautionary tale on the six o’clock news.

Enough to make organizations WannaCry: Evolving cybersecurity threats

The continuously evolving cybersecurity threats organizations face include malicious security breaches and attacks, accidental breaches initiated from well-intentioned employees and known governmental surveillance. Ironically, as businesses benefit from connected infrastructure networks (think of advances in supply chain management, for example), that connectedness also increases the risk of security threats—because attacks can spread across connected networks so quickly.

CIOs and chief security officers are no longer alone at the table advocating for better privacy and data security measures but there’s still room for improvement. The 2018 Global State of Information Security Survey report found that only 40 per cent of corporate boards participate in their organization’s security strategy.[ii]

But perhaps the biggest threat of all is a lingering notion that cyber security is an IT problem. It’s not an IT problem. It’s a business problem. Unfortunately, most business leaders don’t understand the nuts and bolts of data security and digital threats which can make it more difficult to address the issue.

Security specialists may get more traction at the leadership and board level by framing cybersecurity as a competitive edge. That’s not finessing the facts considering that 92 per cent of organizations surveyed through the EY 2018-19 Global Information Security Survey called their information security insufficient.[iii] 92 per cent!

Four ways cyber security investment helps organizations gain a competitive edge:

  1.  Reduces compliance risks and fines – Legislation such as the GDPR, HIPAA and PIPEDA affects the way companies do business and fines can be substantial. Did you know that GDPR violations can cost up to $20 million or four per cent annual turnover (whichever is greater)?[iv] Since EU citizens are covered under the GDPR even when they’re out of the EU, international companies can stay on the right side of compliance by using proactive policy-based email encryption measures that automatically apply protection to predetermined groups of users (e.g., EU citizens).
  1. Reduces unnecessary cost – The average cost of a single data breach is $3.6 million (USD).[v] But Target’s breach cost 55 times that much which is why a cybersecurity strategy that protects the downside is so valuable. For example, investing in a flexible encryption platform means encryption can be automated to accommodate any business situation and keep data secure—without any hassle.
  1. Protects the company brand – Inadvertently allowing malicious entities or hackers to access your customers’ personal information is a quick way to reduce or eliminate their trust in you. Imagine how long it will take Equifax to win back the trust of 147 million Americans after the 2017 breach. Investing in proactive cybersecurity measures, like encryption, helps you preserve the fragile relationship that is the reality of digital trust.

 

  1. Delivers a value proposition for your customers – Your customers may not be able to keep up with the ever-evolving world of cybersecurity, but they expect protection to be a built-in feature of doing business with you. Proactive cybersecurity measures make conducting online business safer and more reliable which saves customers time, streamlines their experience and delivers real value to them.

 

Quick tip: Make your competitive edge easy to use

An information security program likely has multiple lines of defense, including encryption, authorization and data integrity measures, but these systems and processes only work if people use them. We encourage you to implement cybersecurity systems and processes that are easy for employees and customers to use. Because even when cybersecurity is top of mind, most employees and customers won’t be inconvenienced for the sake of security.

By Alex Loo, VP of Operations at Echoworx

——–

[i] https://www.nbcnews.com/business/business-news/target-settles-2013-hacked-customer-data-breach-18-5-million-n764031

[ii] https://www.pwc.com/us/en/cybersecurity/assets/pwc-2018-gsiss-strengthening-digital-society-against-cyber-shocks.pdf

[iii] https://www.ey.com/Publication/vwLUAssets/ey-global-information-security-survey-2018-19/$FILE/ey-global-information-security-survey-2018-19.pdf

[iv] https://www.echoworx.com/project/encryption-in-the-gdpr/

[v] https://www.ey.com/en_gl/advisory/global-information-security-survey-2018-2019

07 Feb 2019
Encryption is about more than technology— it innovates the way we deliver and safeguard our communications

How Secure is Your Encryption Process?

Encryption – sounds secure doesn’t it? It is. But, like any locked door, chest or vault, some things can be even more secure than others, right? Correct.

While out-of-the-box email security products may offer email encryption as a built-in feature as part of a larger bundle, there are natural extensions you might consider to further protect your brand and customers. And, in today’s customer-centric world, where digital trust is easily won, more easily lost and impossible to get back, you need to take every precaution available to protect even encrypted communications.

Here are some ways to add some more muscle to your encryption efforts:

  1. Flexible controls for every scenario 

    Whether you’re sending millions of e-statements or just sending a sensitive document, not every encrypted message is the same. Look for an encryption platform which offers a customizable user experience for both senders and recipients. This ensures you stay in control of your encrypted message in transit or even at rest.

  2. Multiple language and branding options 

    If your organization operates internationally, there’s a high chance that English might not be the mother tongue of some of your customers. Offering encrypted communications in the language of your users helps eliminate confusion and is just good customer service. With Echoworx OneWorld, for example, you can set language policies which can automatically be applied to encrypted communications based on sender, brand, locale or receiver attributes.

  3. A more streamlined user experience 

    Encryption is hot – application of it is not. Echoworx data finds that only 40 per cent of organizations who have encryption capabilities are actually using them throughout their organizational structure. Making encryption a consistent path of least resistance is a good non-intrusive way of getting your employees and customers to communicate securely.

  4. Multiple delivery methods 

    With traditional secure message delivery, where TLS is used, if a TLS connection isn’t available or supported at the recipient’s end, there are only two outcomes: receiving an error or sending a message unencrypted. Supporting multiple secure delivery methods offers effective fallback options – ensuring sensitive data is always able to be sent and is never sent unprotected.

  5. Better password systems 

    While a one-time-password encryption method is secure, the password itself is only as secure is where it is sent. In other words, if both the one-time-password and the encrypted message are sent to the same mailbox, there’s a lot of trust being put into the security of a recipient’s device or email inbox. A natural solution to this issue would be to send the password to the sender, who can then communicate it as they please to the recipient.

The Echoworx Difference

Echoworx innovates the way we encrypt and deliver secure messages. Our OneWorld encryption platform is a natural extension for most existing systems and offers a wide range of flexible, adaptable and dependable encryption delivery methods for use at enterprise-level corporations.

Learn more about Echoworx OneWorld encryption delivery methods.

By Derek Christiansen, Engagement Manager, Echoworx

10 Jan 2019
Multiple encryption methods

How do I choose the right encryption method?

Encryption is an important part of any serious proactive cybersecurity plan. You need it. Your customers demand it. And regulators applaud it.

But one does not simply ‘encrypt.’

In fact, algorithms aside, there are multiple ways to successfully encrypt, package and send sensitive information securely online. Each method has unique benefits and choosing a correct method can make all the difference when it comes down to your customer experience.

But how do you choose an encryption method that is right for your customers?

Here are a few questions to consider:

  1. Why do I need encryption?

    Before choosing a correct method of encryption, you need to determine why you need to encrypt in the first place. What sort of sensitive information are you sending or collecting? In what format? Who are your recipients? What privacy regulations do you need to be aware of? Do your messages need to be encrypted in transit? At rest? Or both? These are just a few questions which can help you begin your encryption journey.

  2. Who are your customers?

    Are your customers tech-savvy? Where are your customers located geographically? Are your customers protected under region-specific privacy regulations? What devices do they operate on? In order to understand which encryption method is right for your customers, you need to determine what exactly is required for communicating securely with them or if further encryption options are needed. If your recipients do not have a TLS connection, for example, multiple secure encryption delivery options are needed to ensure no sensitive information is sent over open channels.

  3. Who are your employees?

    In today’s customer-centric world, you need to ensure all proactive cybersecurity details put your customers first. While this might sound solely like an end-user issue, good customer experience also involves your employees who are interacting with them. You need to ensure encryption is the path of least resistance for any employees sending sensitive customer information – whether internal or to customers direct.

  4. What industry do you operate in?

    When it comes to encryption: One size doesn’t fit all. Different industries have different encryption needs. A large bank, for example, has considerably different demands than a large manufacturer – needing to send millions of secure statements a day as opposed to needing secure communications to collect customer payment information. This needs to be reflected in your decision-making process when choosing an appropriate method of encryption.

  5. What are some common encryption solutions?

    When deciding how to best encrypt a message or document, determine what exact aspect of your message needs to be protected in transit and how you want it to be received by your end user. Here are some common solutions used by different industries:

    B2B Communications: Since it is easy-to-use and effective, provided a connection is available, TLS (Transport Layer Security) is the industry standard for delivering secure emails within B2B environments. In a nutshell, TLS encrypts the connection between two parties, like an encrypted tunnel, enabling secure messages to be sent without additional steps required for the end user.

    Learn more about TLS encryption.

    Banking and Financial Services: Since they send emails frequently that contain confidential financial information, banking and financial services organizations need robust encryption to provide data security and access controls in the event of a cyber-attack. The right encryption solution can also give different departments within the organization better access to and management of sensitive financial data and messages. The PCI DSS standard requires that personal account numbers be encrypted even before emails are sent, so encrypted attachments are a good option here.

    Attachment Encryption is where an attachment is encrypted, as opposed to the entire message body. This type of secure delivery works for one-way messaging, like sending an e-statement, where all the sensitive material can be encapsulated in its native format within a secure encrypted attachment. This type of encryption delivery eliminates the need to convert or download files from different formats – creating a more streamlined user experience.

    Learn more about attachment encryption delivery methods.

    Healthcare Services: Personal information, like patient records, must be exchanged in real-time between healthcare providers, administrators, insurance companies and patients. But, in addition to being a fast and seamless experience, exchanging healthcare information needs to be a secure experience. On account of its portable nature and excellent mobile experience, where recipients are simply sent a notification prompting them to sign in to a secure online portal, without the need for any special software or infrastructure, web portal encryption is popular with many health care providers.

    Learn more about web portal encryption

  6. Seek partnerships which put your customers first

    You just can’t take chances when it comes to handling sensitive personal information online. But, from new privacy regulations with teeth, like the GDPR, to increasingly creative malicious actors online to security-investing competition, staying on top of a cybersecurity program can be challenging for many organizations. But the consequences of falling behind or suffering a breach can cost you time, money and, ultimately, your customers.

 

When you partner with Echoworx, you’re partnering with a full-time team of dedicated encryption specialists. Our job is to make ensure your data stays secure, compliant and that your encryption experience is seamless end-to-end – because good customer service doesn’t end when you press ‘send.’

Learn more about our array of secure encryption delivery methods.

02 Jan 2019
Generation Z, Personal Data and Digital Trust: Unlike Any Before

Generation Z, Personal Data and Digital Trust: Unlike Any Before

Solve this riddle: I am always connected – but avoid social situations. I demonstrate a firm attention to detail – but have the attention span of a goldfish. I freely give out personal information – but demand it be protected. I distrust corporations – but communicate to them as if they were family.

Who am I?

If you guessed a Millennial, you’re on the right track. But these characteristics are more appropriately attributed to members of Generation Z – the first generation of digital natives, born beginning in the mid-90s through the 2000s, set to bloom into the consumer market. And, given that they are to make up a whopping 40 per cent of all consumers by 2020, [1] with $44B in buying power,[2] this is one group your organization needs to prepare for – especially when it comes to data protection.

How does Generation Z share digital information?

As digital natives, Gen Z’s do not know life without being connected to the digital world. And, since most of their life is already online, some even making their first digital selfie appearance via an uploaded ultrasound from the womb, they are much more comfortable with having even their most intimate details available at the click of a mouse. They are ‘always on,’ with some members of Generation Z checking their social media a hundred times a day or more, and this is reflected in how they share digital information.

According to Echoworx data, the level of comfort which Generation Z share personal information online is at-par with or even exceeding those same metrics for Millennials. For example, 56 per cent of Generation Z are not opposed to publishing their credit score on social media. This same metric is considerably lower for Millennials, with 44 per cent being comfortable, and continues to decline through older generations.

Are Generation Z gullible? Or just faster?

The average attention span of a member of Generation Z is 8 seconds, according to data from the Digital Marketing Institute. And, as digital natives, they crave instant gratification for the price of personal data – without much consideration for long-term consequences or questioning what their details are being used for. But, on account of their low attention spans, Gen Z’s are experts at filtering and retaining information presented to them.[3]

So, are they gullible? No. But this doesn’t necessarily mean they are responsible. And their lightning quick digital speed can lead to sloppy practices when it comes to protecting their data. For example, according to Echoworx data, nearly half of Gen Z’s change their digital passwords regularly. Compare this same figure to Millennials, where nearly three quarters of them regularly update their online login credentials.

Are Generation Z reckless with their personal digital data?

In order to understand the point of view of a Gen Z, you need to look at things from their perspective. For example, would you trust your parents with your SIN? Would you ask your sister for advice on the best way to peel an apple? If you answered yes, simply substitute your family member with an online influencer or one of your favourite brands. If you are always on, you live online.

And you trust people you care about to point you in the right direction. This is why Gen Z’s are so comfortable providing details for or taking advice from brands or influencers.

When you look at it from this perspective, readily divulging personal information online is not as crazy as it sounds to older generations.

And older generations are not perfect either. According to a recent Gallup Poll, nearly a quarter of Americans were victims of cybercrime in 2018.[4] This is despite the claim of 71 per cent of poll respondents who worry about cyber crime and the two thirds of Americans, according to data from the American Bankers Association (ABA), who are taking measures to protect sensitive data.[5]

Digital trust is a fragile game to play

Unlike its offline equivalents, digital trust carries its own hubris of sorts in that if it is easy to get, it’s even easier to lose and nearly impossible to get back. In fact, according to Echoworx data, over three quarters of Generation Z consider leaving brands after a data breach. So how do you play the game?

Easy. You protect them.

According to Deloitte, consumer expectations online are at an all-time high and your customers demand control over their personal data. And a full 69 per cent of customers do not believe organizations are doing everything they can to protect their data.[6] But, according to data from the ABA, nearly half of Americans continue to trust traditional industries, like banks and healthcare.[7]

While some might view this newfound fascination with personal data collection to be detrimental to conducting business – your organization should view it as a competitive differentiator. If your brand goes all-out in a quest to protect customer data, employing best proactive practices, such as a personalized and cusotmer focused encryption experience for sensitive documents in transit, your customers will take notice.

Learn more about maintaining the digital trust of your customers.

By Nicholas Sawarna, Sr. Content Marketing Specialist, Echoworx

——

[1] https://digitalmarketinginstitute.com/en-ca/the-insider-3987498273498375892/19-10-16-is-your-business-ready-for-the-rise-of-generation-z?blog

[2] https://www.forbes.com/sites/kristinwestcottgrant/2018/05/09/data-privacy-social-media-visual-content-adobe-through-the-lens-of-generation-z/#5c812c243a9c

[3] https://digitalmarketinginstitute.com/en-ca/the-insider-3987498273498375892/19-10-16-is-your-business-ready-for-the-rise-of-generation-z?blog

[4] https://bankingjournal.aba.com/2018/12/gallup-poll-quarter-of-americans-victimized-by-cybercrime/

[5] https://bankingjournal.aba.com/2018/12/survey-data-privacy-growing-as-concern-banks-seen-as-trusted/

[6] https://www2.deloitte.com/insights/us/en/industry/technology/digital-media-trends-consumption-habits-survey.html

[7] https://bankingjournal.aba.com/2018/12/survey-data-privacy-growing-as-concern-banks-seen-as-trusted/