EPISODE 33: Inconvenient Truths: Why Technology Won’t Create The Perfect Customer Experience In Cybersecurity

This Episode we are joined by John Sills, managing partner at customer-led growth company, The Foundation and author of the book ‘The Human Experience’ John joined us last week and shared with us fantastic tales of his time working for a major bank and how the IT team decided to rollout a new cybersecurity control without talking to the customers insights team - spoiler alert, didn’t end well - do go back and listen if you haven’t already! This week we continue the conversation from last week as John guides us on how to design for positive intent to build trust, how to lean into inconvenient truths around the data you source from feedback, and why you should treat people how you’d like to be treated, but instead, treat every customer like they are your gran.

Om Podcasten

Dive into “Compromising Positions”, the unique, new podcast designed to iron out the wrinkles in the relationship between cybersecurity teams and other tech professionals. We’re taking the ‘security as a blocker’ stereotype head-on, promoting a shared language and mutual understanding. We’ll turn those ‘compromising positions’ into ‘compromising solutions’, helping security pros and tech teams collaborate more effectively for a smoother, safer digital journey. Every week we will be joined by Developers, User Researchers, Designers, Product Owners, Data Scientists, Cloud Specialists, Scrum Masters, C-Suite Execs, AI/MI boffins, and many, many more non-security positions! This is a podcast aim to get you thinking about security without boring you to death! Join our two hosts, Lianne Potter, Cyber Anthropologist and Head of Security Operations at a major retailer and Jeff Watkins, CTO at XDesign for this informal, frank, and at times anarchic look at what people really think about cybersecurity in organisations and what cybersecurity people should ACTUALLY be doing.