Securing the Customer Experience to Build Loyalty and Combat Churn

In our digital economy, Communication Service Providers (CSPs) connect billions of consumers to the internet to communicate with each other as well as businesses and service providers of all types. As consumers come to fully rely on digital financial and private (e.g. healthcare) transactions and documents, more and more vital private data becomes vulnerable.

The majority of data breaches target businesses, and many of those breaches enable criminals to target consumers using phishing and email. According to the Verizon 2024 Data Breach Investigations Report, [2] “68% of the more than 10,000 breaches involved a non-malicious human element, like a person falling victim to a social engineering attack or making an error.”

The report also notes that Business Email Compromise (BEC) accounts for between 24% and 25% of all financially motivated attacks. We all know that email is vulnerable and even though we are ultimately notified of a problem, most phishing breaches happen too quickly. To confidently participate in the digital economy, consumers need a more secure method for the exchange of critical documents and correspondence.

Trust Still Matters

While network coverage also used to matter, GSMA reports that 96% of the global population can now access broadband mobile coverage. GSMA further reports that 57% of the population uses mobile Internet and in developed countries that figure reaches nearly 90%. But with ubiquitous coverage comes ubiquitous pricing, services and support.

Consumers change providers based on price. CSPs have always faced customer retention challenges and regularly admit that it costs more to add a new customer than to keep an existing one. Yet the price wars continue. As 5G capacity and fixed wireless broadband services roll out, CSPs are looking to add value beyond pricing. Some have added entertainment services, but most continue to rely on device giveaways and discounted service plans to bring in new customers while trying to retain existing customers.

As consumers transition more of their personal transactions to digital, security becomes a much more significant part of the customer experience. As the volume of private and financial transactions conducted online accelerates, bad actors present more sophisticated and believable intrusions to gain access to login credentials, private information, account numbers and other vulnerable data. CSPs spend a lot of human and financial resources on network security, and that helps, but when it comes to email and securing individual documents and messages, businesses and consumers are on their own.

To solve this, many financial, healthcare and even retail enterprises have developed their own apps for mobile internet access. Those apps and links are more secure than standard email and are singularly targeted to an individual and their devices. Some of those private apps facilitate the secure exchange of documents and data—but the consumer’s screen is getting crowded. In addition, managing multiple logins and passwords can lead to mistakes and security issues.

e-Boks Delivers a Secure Customer Experience

All CSPs implement strict security measures and spend more than any other enterprise to ensure that the network is secure. So how to differentiate?

Adding a secure correspondence platform enables customers to confidently send and receive documents and private correspondence without the risk of compromise. The e-Boks secure correspondence platform is purpose-built for security. It is GDPR compliant, and all senders and receivers are validated to ensure that every user’s privacy is protected and every distribution is secure.

CSPs adding the e-Boks platform to existing private apps or as a separate secure offering can deliver consumers a more secure experience, creating differentiation and inspiring loyalty. Specifically, CSPs can:

• Address vulnerability – Rather than relying on vulnerable email for invoices, orders, private healthcare information and more, users can take advantage of the CSP’s secure app to eliminate phishing and spam.

• Consolidate correspondence – With many businesses and providers offering their own apps, the ability to secure and consolidate important correspondence and documents with a single login and secure access adds value and facilitates a streamlined customer experience.

• Create stickiness – While customers can opt in or out of the tools, trusting one app for to convey secure correspondence and documents makes the e-Boks platform a feature users won’t want to give up.

e-Boks delivers a white label platform that CSPs can easily customize and brand to their own offerings. The platform is easily integrated with multiple APIs and cloud configurations, simplifying onboarding and configuration.

Numerous studies show that CSPs are trusted to deliver a secure network. But a secure network is no longer enough to protect consumer correspondence, messages and documents. Ensuring that customers can securely and confidently participate in the digital economy is an opportunity for CSPs to add value beyond price and device.

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