ChannelLife Australia logo
Industry insider news for Australia's technology resellers
Story image

Interview: CA Technologies explores the state of digital trust in APJ

By Sara Barker
Mon 17 Sep 2018
FYI, this story is more than a year old

Consumers across Asia Pacific and Japan are wary of how organisations use their data, with a lack of trust indicating that organisations need to do more to protect customer data.

That was one of the main takeaways of CA Technologies’ Global State of Digital Trust Survey and Index Study, which found that business leaders are overestimating customers’ trust in their organisations.

We talked to CA Technologies VP Security for APJ, Gene Ng. He ensures customers in Asia Pacific and Japan are properly resources and prepared to face today’s evolving security challenges. CA Technologies opts for security integration as part of software development, rather than security as an afterthought.

The study found that business leaders are somewhat out of touch with how much their customers trust them. From what you have seen, why is there a disconnect between organisations and consumers?

There is a sizeable gap between how well organisations think they are handling data and how well customers think they are. Businesses are really overestimating how much trust customers have in them. This is especially noteworthy in the Australian market, which had the largest gap in perception in the APJ region. 

In the last two years alone, 22% of consumers globally report decreased trust in organisations’ handling of their data. This can be attributed to recent data breaches and privacy scandals reported by the media in both the private and public sectors. 

Consumers are becoming more aware of the ways companies use their data, and the result is a decreasing willingness to share their personal information online. 

On the one hand businesses have a duty to protect customer data, but they also want to use that data to improve their products and services. Is there a way to balance these two things without, say, forcing customers to wade through pages of privacy policies?

Customer data can often be the key between a business effectively innovating their offering and falling behind. But not all customer data needs to be stored, and that which is stored doesn’t always need to be kept in a personally identifiable state. 

Best practice is to only store the data that is critical to deliver on customer and business outcomes. That data should then be protected with the appropriate tools and processes to ensure it’s not vulnerable to threat actors. 

The other side to this is data misuse. Listing methods of use in a long privacy policy is not going to win customer trust – even if they agree to it. Besides deploying practices like opt-in rather than opt-out, companies should be transparent about how they use data. Often this can include some introspection to review whether it is appropriate to collect particular data from customers.

The survey found that 40% of APJ executives have sold customer data, although many cybersecurity pros aren’t actually aware that this happened.  How is this possible?

This is unfortunate, but unsurprising. The reality is that security professionals are not usually involved in business decisions regarding monetisation of company data. This is problematic, because excluding security professionals from these conversations could inadvertently expose a company to fines associated with data privacy laws across various jurisdictions.

Companies can deploy the latest and most advanced threat protection tools in their own organisation, but they can’t always account for the security in other companies. Even if they avoid a fine, they risk denting consumer trust which can often cost them more in the long run.

What practical methods can organisations take to show consumers that they are trustworthy?

The first step is to ensure there is a culture of security that starts at the top and is embedded throughout the organisation. In recent years we’ve seen company executives stand up for customer privacy and bolster their reputations, and we’ve also seen enormous data breaches resulting in executives and companies being dragged through the mud.

Secondly, companies should look to build strong relationships with their customers that go beyond transactions of product or service. This can include touchpoints like informing them when strange account activity has been detected or sending reminders to update their passwords.

Finally, and perhaps most importantly, it’s important for organisations to be transparent about how personal data is being utilised. Organisations can bank on this information eventually coming out. Don’t risk customer trust by withholding information until after the fact. 

What role should consumers take in helping organisations adopt better data privacy practices?

While the onus is rightly on organisations to ensure they are using customer data appropriately, there are some cues customers can use to evaluate whether an organisation has adopted best practices. 

  • Are they using multi-factor authentication for that additional layer of protection against a brute force attack? Our study found that 85% of consumers in the region would choose a secure experience over convenience.
  • Is the website’s security certificate up to date? Most browsers will automatically update you on this one. 
  • Perhaps the best weapon in the customer’s arsenal is their wallet. If an organisation is not transparent about how they use your data, or if you are not comfortable with it, take your business elsewhere. 

I think consumers can vote with their wallets and give their business – and by extension their data – to companies that can prove they take information privacy seriously and are transparent about how data is used and shared.

Do consumers have a responsibility to understand and accept the common industry adage that it’s not a matter of 'if' but 'when' a breach happens?

It’s possible that diminishing consumer trust has been caused by an acceptance of this saying, but it needn’t be the case.  Almost every consumer will deal with a company that has been targeted by cybercriminals, whether it’s their bank or their favourite social media platform. But those companies can work to ensure the information they store is secure. 

Often this necessitates an industry-wide approach. A bank might be protected like Fort Knox, but as long as other banks remain vulnerable attackers will continue to target the sector – and they are an innovative bunch. 

Is there anything else that you would like to add?

Enterprises need to embed security in their DNA. This involves authorising access to only those who need to use the data while deploying cybersecurity best practices, such as implementing a comprehensive and total identity and access management solution to protect data assets. These measures are essential for delivering a secure user experience and restoring consumers’ trust in the organisation.

Related stories
Top stories
Story image
Ericsson and Ciena, Telstra enhance service capacity for Telstra's optical network
Ericsson, Telstra, and Ciena have announced new enhancements to Telstra's Next Generation Optical Network, which will increase the service capacity of Telstra's optical network to 400 GE (Gigabit per Second Ethernet).
Story image
Artificial Intelligence
Siemens expands NVIDIA partnership for industrial metaverse
Siemens is expanding its partnership with NVIDIA to enable the industrial metaverse and increase the use of AI-driven digital twin technology.
Story image
What brands can expect from Amazon Prime Day in Australia
Amazon Prime Day is the annual two-day shopping event, kicking off this year from July 12-13 and is the global online shopping platform's biggest sales event. 
Story image
Delinea’s Joseph Carson recognised with OnCon Icon Award
Delinea chief security scientist and advisory CISO Joseph Carson has been recognised as a Top 50 Information Security Professional in the 2022 OnCon Icon Awards.
Story image
Sutton Tools deploys Infor M3 CloudSuite for manufacturing
Sutton Tools has also implemented the Infor OS cloud operating platform, including Infor Intelligent Open Network and Mongoose.
Story image
Evonik relies on Getac F110 tablet to control autonomous robot
The aim of the project is to evaluate the practicality of an automated robotic maintenance and inspection solution in the chemical industry.
Story image
Public Cloud
Public cloud services revenues top $400 billion in 2021
"For the next several years, leading cloud providers will play a critical role in helping enterprises navigate the current storms of disruption."
Story image
New Relic
New Relic looks to observability market with new partner programme
New Relic has announced the availability of New Relic Partner Stack, an enhanced programme expanding New Relic’s commitment to partners.
Digital Transformation
Discover the 5 signs your business is ready for a cloud-based ERP. Is your business being left behind as more of your competitors switch to the cloud?
Link image
Story image
Tech job moves
Tech job moves - Bitdefender, Cohesity, Fortinet & MODIFI
We round up all job appointments from June 27-30, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
The best ways to attract young talent during labour shortages
New research from Citrix reveals hybrid working and ventures into the metaverse are top of mind for Gen Z workers.
Story image
Cyber Criminal
Identity and access: the fight is on
Blue team defenders are used to protecting our data, applications, and users with access controls and other security mechanisms, which is why attacks like this are especially challenging when they target identity and access control systems.
Story image
Secureworks reveals new information on BRONZE STARLIGHT threat group
New research from Secureworks has uncovered new information on the Chinese threat group BRONZE STARLIGHT and how they are using targeted ransomware to initiate complicated attacks.
Story image
Four things wholesale distributors need to consider for FY2023
In a post-pandemic world, there are many things for a distribution business to juggle. ERP solutions company Wiise narrows down what companies should focus on.
Story image
Businesses unprepared to defend against ransomware attacks
Ransomware attacks continue to impact organisations worldwide with high costs, but businesses are still largely unprepared.
Story image
Enterprise Resource Planning / ERP
Five ways your ERP is letting you down and why its time for a change
Wiise explains while moving to a new system may seem daunting, the truth is that legacy systems could be holding your business back.
Story image
WatchGuard Technologies
Ransomware volume doubled 2021 total by end of Q1 2022
Ransomware detections in the first quarter of this year doubled the total volume reported for 2021, according to a new report. 
Story image
Supply chain
Supply chains continue to be disrupted, enterprises embrace circular economy
“Businesses urgently need to find a solution that can help them to manage this disruption, and transition to a circular economy."
Story image
Four factors to consider when choosing the right job accounting solution
Progressive job-based businesses can achieve success by strengthening their ability to quantify every cost attributable to the delivery of an outcome for a customer.
Story image
Australia Post Online Retail Industry Awards finalists for 2022 announced
Finalists have been announced for this year's 2022 Australia Post Online Retail Industry Awards (ORIAS Awards), recognising the achievements of online retailers in Australia.
Story image
Tech and data’s role in the changing face of compliance
Accenture's study found that 93% of respondents agree or strongly agree new technologies such as AI and cloud make compliance easier.
Story image
How New South Wales state departments achieved cloud migration success
State departments in New South Wales are heading to the cloud to achieve better workflow solutions, and one company is paving the way for their success.
Story image
Dicker Data
EXCLUSIVE: Why women in IT makes good business sense - Dicker Data
The Federal government wants to bolster female participation in the tech industry to at least 40% by 2030. Here's how one homegrown Australian company has already reached that goal.
Story image
Data Protection
Five signs your business is ready to move to the cloud
Many organisations are thinking about moving to the cloud. But what are the signs you are ready, and what are the reasons to move?
Discover the 5 ways your ERP may be letting you down. Is your current system outdated, difficult to manage, and costing you a fortune?
Link image
Story image
Hybrid workforce
Why hybrid working is here to stay and how to ace it
Citrix's new report reveals hybrid workers are more productive and engaged at work than their office and completely remote counterparts.
Story image
Mergers and Acquisitions
SAS acquires Kamakura to propel risk technology innovation
Underscoring SAS growth in the domain-specific solutions space, the acquisition will enable SAS to greatly enhance the breadth of its risk solutions portfolio. 
Story image
Digital Fingerprint
Decline in counterfeit cherries after digital fingerprinting
Reid Fruits says there’s been a dramatic decline in counterfeit products for its cherries over the past three export seasons to Asia because of digital fingerprinting.
Supply chain
Discover the 4 critical priorities for wholesale distribution businesses in FY23. Are you worried about how supply chain issues may affect your business in 2023?
Link image
Project management
Discover the 4 crucial factors for choosing the right job-costing solution. Is your team struggling to cost jobs and keep projects running on budget?
Link image
Story image
Adobe study finds lack of digital trust and utilisation in Australian Government agencies
New research commissioned by Adobe has revealed a significant lack of digital trust within Australian Government departments, along with the continued underutilisation of key digital processes.
Story image
Monitors are an excellent incentive for getting employees back
The pandemic has taught us that hybrid working is a lot easier than we would’ve thought, so how can the office be made to feel as comfortable as home? The answer could be staring you in the face right now.
Story image
Cloudian, Vertica to deliver on-premise data warehouse platform
"We’re enabling our customers to capitalise on a leading object storage platform and maximise the value of their digital assets.”
Story image
Hands-on review – CleanMyMac X utility for macOS
We get hands-on with a useful utility that macOS users never thought they needed but probably do.
Story image
Civil Defence
OutSystems platform chosen as part of ADF contract
"To be included in this project is a reflection of our ability to deliver secure, modern digital outcomes for defence at an incredible pace."
Story image
Human Resources / HR
Honeywell launch third RAP in support of Reconciliation Australia
"RAPs provide a framework to leverage their structures and diverse spheres of influence to support the national reconciliation movement."
Story image
NEC expands Open RAN ecosystem with Aspire Tech acquisition
With its agreement to acquire Aspire Technology, NEC Corporation has further increased its capacity to deliver End-to-End Open RAN ecosystems.
Story image
Zscaler launches co-located data centres in Canberra and Auckland
The investment will offer public and private sector enterprises greater resilience in support of their zero trust cybersecurity posture.
Story image
Hands-on review: Phillips Hue starter kit
The set-up was one of the simplest I have ever had to do. It is also where the products shine. I was able to connect the bridge, the three lightbulbs and the strip within 10 min.
Story image
Video: 10 Minute IT Jams - An update from CyberArk
Olly Stimpson joins us today to discuss the importance of MSP programmes and how MSP partners are experiencing success with CyberArk.
Story image
Identity and Access Management
Ping Identity named a Leader in Access Management
Ping Identity has been named a leader in the 2022 KuppingerCole Leadership Compass report for Access Management. 
Story image
Artificial Intelligence
Vectra AI named as AWS security competency partner
Threat detection and response company Vectra AI has announced that it has become an Amazon Web Services Security Competency Partner.
Story image
Online shopping
Consumers want speed, visibility in return for brand loyalty
72% of Australian shoppers want complete online order visibility and 63% are loyal to retailers who deliver goods the fastest.
Story image
Artificial Intelligence
Dynatrace extends automatic release validation capabilities
Dynatrace has extended its platform release validation capabilities to improve user experience at every stage of the software development lifecycle.