Customers call for real-time updates on the security of their personal records after data breaches

04.12.2018 – The Marriott International Group data breach exposed the records of 500 million of their customers.[1] This data breach has left Marriott International customers around the world concerned about the safety of their personal information, including their passport details and account information.

To keep customers up to date, the company has set up a website to give affected customers more information. It will also offer customers in the US and some other countries a year-long subscription to a fraud-detecting service.[2]

In the last 6 months, over 4.5 billion customer records were compromised in 945 data breaches the world over.[3] In light of these data breaches, it is imperative to ensure customers are constantly aware of the status of their personal information and what the next steps they should take are. Next-generation technologies, such as automation and Artificial Intelligence (AI), can speed up this dissemination of information, says Global technology provider Teleperformance Digital Integrated Business Services

Bhupender Singh, CEO of Teleperformance Digital Integrated Business Services comments: “When companies suffer from data breaches, transparency is key. It’s important to put yourself in the shoes of the customer, especially when their passport information and account details could have been exposed to malicious actors. In today’s digital age, this may lead to customer’s dissatisfaction being aired on social media, leading to further bad press for the company as well as loyal customers looking for alternate service providers.”

Bhupender continues: “An omni-channel approach must be taken here, with information being disseminated across the different customer touch points to ensure full visibility for customers, including the next steps to mitigate damage in case their personal information has been exposed. Additionally, by focusing on boosting back office operational efficiency, front-line staff will be able to attend to a higher volume of customer enquiries. Not only can automation reduce the time of calculating payable compensation by 60 per cent, but it can also ensure that customer complaint handling is accurate. This in turn can mitigate customer dissatisfaction and alleviate customer concerns.”

Teleperformance Digital Integrated Business Service has been recently ranked as a top level travel domain business service provider by a leading global analyst & advisory firm.