Miscellaneous
Welcome to Just Clarity, a periodic podcast about Digital. Just Clarity is produced by the team at Digital Clarity Group. We help leaders transform the experience they deliver to customers, prospects, and their employees through the effective selection, integration, and adoption of customer experience management technology. Learn more at digitalclaritygroup.com In this episode of Just Clarity, Connie Moore interviews Juanita Koilpillai, the CEO of Waverly Labs on the subject of Cyber Security. Connie Moore (CM): Hello I’m Connie Moore, Senior Vice President of Research at Digital Clarity Group and I’m delighted to have as my podcast topic today what customer experience leaders need to know about cyber security and I have a guest who has a very extensive background in cyber security. My guest is Juanita Koilpillai and she is the CEO of Waverly Labs which is a software and services company in the cyber security space. Also Juanita is one of the original leaders in establishing the Digital Risk Management Institute which is a non-profit organization that’s purpose is to expand the amount of knowledge around digital risk and cyber security and to help business leaders know how cyber security fits into the business landscape. So Juanita welcome. Juanita Koilpillai (JK): Well thank you Connie, I’m happy to be chatting about this conversation. CM: Yes we have been talking about it for a while and I guess I would like to start out by giving it a little bit of a preamble because folks on the customer experience side, the leaders of Customer Experience Management initiatives, maybe actually scratching their heads are somewhat curious about why we’re talking about cyber security because it seems so far afield of customer experience management. I actually went to a conference recently where everyone was at a minimum, a Director or Vice President level as well as we had a number of CMO’s and I asked a few of the participants at the conference who work for companies that I knew had had security breaches, and I asked them how they were working with the risk leaders and security leaders to address this, and they just kind of looked at me blankly and said, “We’re not.” So I think it is a very interconnected subject and I’d like this podcast to explore that and explain to our listeners why this is an important thing to be bringing closer together. So Juanita what is your experience? I know you work with the enterprises all the time that are either very concerned about breaches or have experience breaches. What connection do you see between the two topics? JK: So currently this whole conversation is very nascent with an organization at the executive level. It’s only been since 2015 when the board has started to get involved, CEO’s have been fired over cyber breaches, and the topic is new and people are trying to figure out how to have that conversation, what does cyber security look like for my business? And up till now it’s been up to the IT department, IT teams, Sysadmins, and CIO’s who have had this conversation, but bubbling it up to the board, to the executive team, to across the silos within organizations. It’s still a new conversation. So we at the Digital Risk Management Institute are trying to create and help with that conversation what it should look like. CM: And you have actually worked with companies that have gone into a panic after a security breach and you’ve observed some of the steps that they’ve taken. Now as far as I’m concerned, as a customer of a company that’s had a security breach where my information is out there somewhere in the digital world, that’s about a frightening as it gets. So how do you see companies that are actually in the firing zone and are going through these breaches, how do you see them reacting and where do the customers fit on their list of things that are really important to take care of? JK: It’s only been in the last year where that conversation has started to happe...