Category: Customer Experience

05 Jan 2021

Multilingual Interfaces Drive Growth, Says Research

For decades, businesses have internationalized their global operations by adopting English. The gains from this have been real, but recent research suggests they could be even bigger if paired with language preference.

Global enterprises need to operate in English. It’s the primary language of technology, finance, regulators, and other major stakeholders. Firms with global operations need to have a unified language for communication and English-first policies have taken hold in many corporate headquarters and regional offices.

There are advantages to this, such as being able to communicate between offices in Mumbai, Shanghai and Sao Paulo. But even in economies with a high level of English-language skills – including tech hotspots such as the Nordics, Israel and Singapore – the use of non-native languages can cause confusion, miscommunication, and unnecessary risk.

Increasingly, firms and researchers are realizing that while the trend toward global English has brought benefits, there may be even more upside to having multilingual capabilities. Here are some key recent findings and observations:

English is the language of cyber crime

English is the global language of both business and cyber crime. Consumer anti-virus firms Symantec and Kapersky consistently note that email phishing and extortion scams almost always start in English before being adapted into other languages.

Scammers will use poor English deliberately to target people with lower-level reading skills

Scammers will use poor English deliberately to target people with lower-level reading skills – both less-educated native speakers and those who use English as a second language. Consultant and author Joseph Steinberg says this targeting of people with poor English skills is intentional and strategic. “As the vast majority of people simply do not write their emails with The King’s English, to put it mildly. A bogus email impersonating one from the head of corporate computer support is likely more believable with minor errors in it, than if it were written as well as most articles in the New York Times or the Wall Street Journal.”

Native-languages may be a legal requirement

Multilingual operations are often a requirement rather than a choice. Many jurisdictions have regulations that mandate bi- or multi-lingual services. Financial firms in Canada, for instance, must have both English and French content and interfaces for employees and clients. Similarly, Europe’s General Data Protection Regulations obliges firms to provide native-language services when dealing with third parties.

Even if multinationals are not required to adopt a local language by law, they will have to communicate and service with institutions that must do so – such as financial and government institutions, particularly when it comes to official and sensitive communications.

Enterprises can’t afford to have any vital instructions lost in translation when communicating sensitive data and private information – Echoworx Senior Director Market Intelligence, Jacob Ginsberg

“Enterprises can’t afford to have any vital instructions lost in translation when communicating sensitive data and private information,” said Jacob Ginsberg, Senior Director Market Intelligence with email data encryption leader Echoworx. “To avoid confusion, miscommunication or something as simple as a poor customer user experience, secure message notifications and instructions need to be clearly understood by those who receive them.”

Native language capabilities reduce costs

With local language capabilities, employees and customers can fully understand and interact with systems and software, improving their ability to use a product and learn its functionalities. “Only if all buttons, menu lists, commands, messages and notifications are clear, will your customers be able recognize all advantages of using your application,” said Dorota Pawlak , owner of DP Translation Services. “Localization … ensures readability and preserves the original functionality to help your users understand your product, which in turn ensures better customer experience.” This lowers unnecessary queries to customer service reps, lowering support costs and freeing money for other activities.

People are more precise on their native language

English is essential to advance in sectors like technology and finance, but English as it is spoken in business is not the same as how it is spoken naturally and has serious limitations. “Phonetically, [business English] has almost nothing to do with American or UK English. They say it is ‘BBC English,’ but actually it is not. It is a phonetically simplified English that uses UK English grammar,” said Salvatore Sanfilippo, an Italian computer programmer with a U.S. cloud services firm. While this allows people from around the world to communicate easily, it has nothing to do with the real English spoken in UK, US, Canada, and other countries where English is a native language,” says Sanfilippo.

The most obvious reason for language localization is that a vast majority of people prefer to speak their first languages.

The Globalization and Localization Association, a global non-profit, notes a wealth of studies on language preference: 56.2% percent of consumers say that the ability to obtain information in their own language is more important than price, 65% of multinationals believe language preference results in higher revenues, 95% of Chinese consumers are more comfortable with websites in their language. The ability to communicate in multiple languages can even be a critical factor in the success of cross-border merger and acquisition deals.

56.2% percent of consumers say that the ability to obtain information in their own language is more important than price – The Globalization and Localization Association

Similarly Common Sense Advisory  polled 3,002 consumers in 10 countries finding a substantial consumer preference for native tongues, noting that people who lack confidence tend “to avoid English-language websites, spend less time during their visits, and not buy products that lack instructions or post-sales customer support in their language.”

22 Oct 2020
Mature man working from home on computer

Convert More Customers to Paperless

Ask anyone on the street – they’ll probably tell you paperless digital communications are a good thing. So how do you convince more customers to receive paperless digital communications from your company? And why?

It’s complicated.

Originally introduced as an environmental saviour, on account of their supposed tree-saving electronic nature, adoption of paperless solutions as a “green” solution has largely stalled in spurring customer adoption of secure digital communication – with some even suggesting green nudges are no more effective than generic messaging.

A ‘nudge’ experiment to file taxes online had little impact, partly because its environmental messaging fell on deaf ears. – Canada  Revenue Agency

More digital channels lead to more digital customers

According to Deloitte, more than 60 per cent of customers are classified as ‘omnichannel.’ Omnichannel customers employ multiple touchpoints along their consumer journey when interacting with organizations, from how they buy to how they prefer to be billed.

When converting more customers to paperless communications, organizations must have an arsenal of omnichannel touchpoints. These multiple digital and physical channels should complement one another, as opposed to compete, says Deloitte. For secure digital delivery, this suggests a need for multiple flexible ways to send – and to receive.

Deloitte: The Digital Transformation of Customer Services

In other words: Offering more paperless options to customers means you are offering more digital customer journeys for them to follow. This can be done in tandem with offline hardcopies – at least until you can wean them into the digital world.

Some industries are more digital than others

Like its offline counterpart, the digital market mosaic is composed of different industries and organizations catering to an infinitely unique consumer appetite. And, from healthcare to insurance to banking, these different industry segments are subject to different data, different regulations and different customer attitudes. As such, careful consideration to where an organization fits in this digital world must be considered when attempting to convert more customers to paperless solutions.

In healthcare, for example, an industry notorious for dragging its feet through reams of red tape when it comes to protecting consumer confidentiality, hospitals, clinics and other medical providers need to pay careful consideration to balancing seamless billing experiences with regulatory compliance. The consequences of failing to do so can be considerable, especially when preparing for future generations of users – with 66 per cent of American adults aged 18 to 24 indicating on a recent Cedar survey that they are frustrated with their healthcare provider’s digital services – with one in five reporting they’d consider switching healthcare providers on account of a poor digital experience. And yet, the same survey reports that 74 per cent of Americans are still receiving their healthcare bills via snail mail.

There is much to gain – and much to save

An estimated 500 billion bills are sent every year, according to Billentis – a figure five to 15 times higher when you account for ‘invoice-like documents and messages. In addition to containing the personal information of customers, which must be protected under stringent privacy laws like the EU’s General Data Protection Regulation (GDPR), a significant amount of these bills and ‘invoice-like’ documents are sent as hardcopies via snail mail.

So what does this have to do with your organization?

By adopting paperless solutions, like with the Echoworx encryption platform, an organization can increase the digital delivery of secure documents by 10 per cent – increasing business ROI. Assuming, for example, an average $1 per page cost of sending a document via traditional post, a typical enterprise-level organization can save about $1.5M over a three-year period by going digital, according to a recent Forrester Research study.

Over three quarters of customers leave brands who breach

Did you know approximately 4.1 billion records were breached in the first six months of 2019 alone? And most digital attacks originate via insecure communications – with phishing attacks, for example, accounting for 67 per cent of breaches overall. And, as more organizations continue their digital business accelerations, these attacks continue to increase exponentially as defenses fail to keep pace.

“Criminals are ultimately lazy in their approaches and, faced with a larger attack surface than usual during the pandemic, there has been no need to invent new attack strategies to achieve their goals.” – Alex Pinto, COVID-19 Data Breach Landscape

So how do you convince more customers to switch to paperless options? Easy! You protect them.

While customers are partially to blame for their lack of disclosure when it comes to assessing the safety of an email – it’s ultimately a brand’s responsibility to protect them. Did you know, for example, that of the 45 per cent of people who have sent personal information by email, 79 per cent take just 30 seconds to evaluate the safety of an email before they respond? 24 per cent report having their information stolen as a result. Considering 80 per cent of customers consider leaving brands after a breach, these numbers need to improve before digital options can be adopted.

To truly convert customers to digital communications solutions, you need to assure them that you can be trusted to protect their information – without impacting their customer-centric user experience. All this can be achieved by adopting comprehensive email data protection solutions flexible enough to address your real business cases.

01 May 2020

The Importance of a Consistent Encryption Experience

 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.

Protection needs to reflect your digital workplace realities

In many organizations, today’s digital workforce include employees scattered across the globe, working from anywhere at any time and with any device.

  • Mobile employees, who expect to work from anywhere via any device
  • Evolving security demands of clients, partners and vendors
  • Zero trust 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, employees are accessing secure information from their 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 a data protection problem.

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

Must-have security extensions for encryption 

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

While an included encryption solution might seem simple, it doesn’t always provide the right balance of security and usability. An bad user experience can lead to frustration and open the door to workarounds. A recent Echoworx survey found that only 40 per cent of organizations that have encryption capabilities actually use them across the business.

Pairing your current solution with encryption extensions gives you the opportunity to innovative – offering consistent data protection that reflects your workforce realities.

Look for an 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.
  • Keeps email protection simple for people who are not heavy technology users which promotes adoption for senders and recipients.
  • Is designed for high volume messaging capabilities—to meet enterprise-level demands.
  • Offers a variety of secure delivery options, including fallback options, so that all messages are protected.
  • Provides full value for investment.

 

It’s all about the customer experience

An organization with offices around the world can use Echoworx’s OneWorld encryption platform to deliver a consistent brand, domain and user experience regardless of where the sender or recipient is located.

You may wonder how this works. The platform supports 26 languages and uses organizational attributes to personalize and dynamically brand outgoing encrypted messages by logo, 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 helps you build trust with customers. 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.

At Echoworx, protecting email is all we do, and we do it consistently. Our OneWorld encryption platform and cloud security services are an extension to existing security programs, providing a wide range of communication options.

By Derek Christiansen, Engagement Manager, Echoworx

24 Apr 2020

Spotlight on Email Security

People transitioned to remote work overnight, sending information like bids, intellectual property, medical records and personal customer data all through their emails. Protecting this data is vital.

You’re doing a great job protecting against inbound email attacks (spam, phishing, malware) but what about the email leaving your organization? Here are five of the most important factors to consider when looking for more ways to protect data being sent through emails:

1. Easy to use

Can a person easily send secure email without any extra steps? Sending an email is a behavior all of us do automatically; introducing encryption shouldn’t hinder this process. Likewise, the person receiving it should easily be able to open the encrypted email. Good solutions will take these behaviors into account and keep them quick and efficient. Organizations can easily adopt encryption as long as their workflow doesn’t change.

2. Easy to send

Does the solution support multiple delivery methods? If you’re communicating with other businesses, they may have an encryption method already set up. Your solution should support multiple delivery methods, like TLS, PGP and third party S/MIME to take advantage of this. A good solution should also support delivery methods that make it easy for anybody to pick up messages, through encrypted PDF/ZIP or a secure web and mobile web portal. Enterprise administrators should be able to select the delivery methods that best meet their business needs.

3. Easy to access

As organizations are increasingly adopting cloud based solutions, shouldn’t your encryption decision follow the same strategy? Can the solution run completely in the cloud, so you don’t have to run any software or hardware on premise? Cloud implementations save you deployment time and resources, and allow the encryption solution to grow with the company.

4. Easy to automate

Does the solution allow you to easily set scanning policies to inspect email subject lines, body, attachments, and take action accordingly? You may only want to encrypt emails that contain certain keywords or regular expressions like credit card numbers or other customer information. A good solution will use a robust policy engine to allow you to create and edit policies to determine what should be encrypted and how.

5. Easy to get approval for

Is the solution easy to integrate and manage across the organization? Can it adapt to your changing policy and regulatory requirements without impacting everyone? You can never predict where a security leak will come from. A cost effective solution will be adaptive and scalable to meet a wide spectrum of business requirements; protecting all sensitive information from going out in the clear, not just executives or specific departments.

It’s time we all get serious about securing email.

By Jacob Ginsberg, Senior Director Market Intelligence at Echoworx

13 Sep 2019
encryption for group collaboration

Mum’s the Word: Encryption for Group Collaboration

The digital world has opened the seas of technology and revolutionized the way in which we conduct business and serve customers. At the click of a mouse we may apply for mortgages, receive a bank loan or read financial statements. The flow of information has never been more streamlined and customer-centric than it is today.

But what happens when the trappings of contemporary technology outpace our ability to control it?

While your customers embrace the instantaneous nature offered by digital communications, a whole minefield of international privacy regulations, like the EU’s General Data Protection Regulation, demand data protection at every step of the way – privacy by design and privacy in practice.

For those operating in highly regulated business environments, like finance, banking or insurance, these contradictory market demands, dictating an excellent user experience with one hand but airtight algorithms with the other, can disrupt workflow, lead to delays and, ultimately, cause a loss in customer base. Not ideal.

Offering streamlined flexible encryption solutions are one puzzle piece of a greater solution. Without effective secure communication between your staff, their clients and their customers, your organization risks being cut off from the digital world. Here are some ways you can leverage encryption to put your customers first and your brand at the forefront – without interrupting your frictionless collaborative work environment:

  1. Keeping secure communications secure

According to Echoworx data, 80 per cent of customers consider leaving a brand after a breach. Despite this, 69 per cent of customers do not think organizations do enough to protect their data. In a nutshell: You cannot afford to have bad data practices when it comes to exchanging personal data of your customers – even internally.

With five flexible secure methods to send encrypted messages, Echoworx’s OneWorld ensures no sensitive correspondence goes out in the clear. Depending where your colleagues are located, for example, they might favour a more mobile-friendly method of encrypted communication – like sending via secure web portal.

Learn more about OneWorld’s different secure delivery methods.

  1. Offering a consistent user experience

Do your employees work primarily via their mobile devices? Are TLS connections available with your clients? Do your encrypted messages need to be available at-rest for offline working environments? How tech-savvy are your users – both internal and external?

Questions like the above can help you determine an encryption solution which works for your organizational work environment. According to Echoworx research, over half of IT professionals and decision-makers value encryption technology as very important – and yet just 40 per cent say their organizations employ data privacy technology extensively. These figures suggest their current cybersecurity solutions are not applicable to their encryption needs or perhaps offer a poor user experience.

With OneWorld you can make encryption your path of least resistance for your organization. With multiple flexible ways in which to send an encrypted message, and different ways to read and interact with it, you can streamline your collaborative workflow regardless of where users are located.

Learn more about choosing an encryption delivery method which works.

  1. Faster turnaround on important documents

From onboarding a new client to putting something out for deadline, the business world doesn’t forgive cumbersome time-consuming processes. If an important document takes too long, the process is confusing or a deadline is missed, you might lose a customer or, at the very least, make a bad digital impression. The right type of secure document delivery can eliminate these types of snags in favour of a frictionless business process.

In addition to its other flexible delivery methods, OneWorld features the ability to append password-protected encrypted attachments to otherwise normal digital correspondences. This not only allows users to work on a document in its native format, but also eliminates the need for an entire messages to be encrypted. This can improve turnaround on important sensitive documents and streamline collaborative working environments as digital messages can be exchanged in real time.

Learn more about our other secure encryption delivery methods.

  1. Stay compliant, avoid the fines

At the end of the day, the whole point of adopting an encryption strategy is to beef up cyber-defences and avoid costly non-compliance fines. If your organization does not offer a flexible, frictionless and seamless encryption experience, your customers and clients won’t like it and your employees won’t use it. For a collaborative work environment, this presents considerable internal risk for even the most mundane day-to-day workflow.

Learn more about choosing an encryption method which works.

  1. Natural extensions to existing email infrastructure

Our OneWorld encryption platform works seamlessly with existing email infrastructure, like Microsoft Office 365, to offer additional secure delivery methods. These additional options for sending encrypted communications perfectly compliment Office 365 to take your encryption strategy to the next level. From OneWorld’s ability to brand encrypted messages to something as simple, and useful, as being able to track message progress via detailed reports to additional password options, OneWorld helps your organization enhance user experience, add more security and increase work productivity.

Learn more about OneWorld’s natural extensions for OME.

By Michael Roberts, VP Technology at Echoworx

02 Jul 2019
Five reasons encryption is essential for healthcare organizations undergoing digital transformation:

Facing the Fax: Why Healthcare is Still Offline

Since the business world entered Industry 4.0, organizations have scrambled to digitize physical assets and integrate them into digital ecosystems. Today, we’ll talk about why healthcare organizations are so far behind when it comes to all-things-digital and how a user-friendly and flexible encryption solution can ease the transition to Industry 4.0.

Why healthcare organizations are slow to adopt digital solutions

Even though electronic healthcare records are becoming increasingly common, there are still many healthcare organizations that rely on fax and paper records to do business.

The common barriers to going digital are:

  • Limited IT resources – Healthcare organizations are dealing with stagnant or declining IT budgets and don’t typically have enough skilled IT security practitioners to keep up with day-to-day demands, let alone enormous digitization projects.
  • Daunting privacy regulations – From the Health Insurance Portability and Accountability Act (HIPAA) to the General Data Protection Regulation (GDPR), healthcare data is heavily regulated. Healthcare organizations may think it’s easier to stay compliant by keeping patient records tucked into filing cabinets but that’s simply not true.
  • Fear of privacy breaches – With so many horror stories in the news about data breaches, healthcare organizations are keenly aware of the risks of going digital. Especially because the average cost per breached record is $380 in healthcare—more than double the cross-industry average.

These barriers are real, but they represent the cost of doing business instead of something that can be avoided – or something that can be an advantage. There’s no turning back from digitization in business, including in healthcare.

Three reasons for healthcare organizations to go digital sooner than later:

  • Increased user demand – Healthcare organizations serve millennials and baby boomers who now have technology in common. Millennials grew up with it and boomers begrudgingly learned to master the technology they now consider indispensable. Clunky, paper-based reports and systems are nearing extinction in the on-demand world people now expect.
  • The digital ecosystem is no longer optional – Industry 4.0 is digitizing and connecting everything in the supply chain and healthcare organizations can either join in or be left out. Except healthcare organizations don’t operate in a vacuum because they need to communicate with hospitals, labs, insurance agencies and business associates. At some point, it will no longer be possible to operate outside of this digital ecosystem so why not plan for a smooth digital transformation now rather than rush at the last minute?
  • Reduce churn by increasing digital trust – The Ponemon Institute’s 2017 Cost of Data Breach Study found that health organizations experience a relatively high abnormal churn rate. They also found that when organizations cultivate customer trust around how personal data is protected, churn is reduced.

It’s time for healthcare organizations to embrace Industry 4.0—starting with encryption.

Five reasons encryption is essential for healthcare organizations undergoing digital transformation:

  • Protects patient data even if other organizations don’t – Encryption keeps your electronic health records secure on your network and while they’re in transit to and from your organization. For example, if you receive unencrypted personal information via email, Echoworx’s One World encryption platform automatically reroutes this sensitive incoming data to an encrypted web portal. This is one way encryption builds digital trust.
  • Provides flexible delivery methods – Choosing a user-friendly encryption solution with flexible delivery methods allows healthcare organizations to handle multiple business scenarios. This means patient data stays protected whether it’s delivered through secure PDF, web portal access, TLS and encrypted attachments or S/MIME and PGP.
  • Makes it easy for staff to protect patient data – Unfortunately, healthcare has more breaches due to insider threats than outside malicious agents. Accidental disclosure of personal information happens because of mistakes or when staff bypass a clunky security protocol. Implementing a user-friendly encryption solution with definable policies that control which communications require encryption (and what delivery method to use) greatly reduces the risk of these inadvertent disclosures.
  • Simplifies compliance – These same definable policies simplify compliance processes and keep healthcare organizations on the right side of privacy regulations. This is useful since HIPPA fines are becoming substantial; in 2018, Anthem Insurance was fined $16M after a 2015 privacy breach.
  • Delivers a substantial return on investment – A recent Forrester Total Economic Impact™ study found 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. The same study indicated that organizations adopting Echoworx’s OneWorld encryption platform can expect a return on investment of 155% and a payback period of seven months. Get the full Forrester Total Economic Impact™ study of OneWorld now.

Healthcare organizations operating in the fax and paper world are using systems that are on borrowed time. There’s a better way and that starts with finding the right encryption solution to fuel your healthcare organization’s digital transformation.

Learn more about how encryption can help you get there.

By Steve Davis, Director Products, Echoworx