Trends Report

Market Overview: Customer Data Breach Notification And Response Services

Customer-Facing Communication And Outreach Will Set The Tone For Breach Recovery And Response

August 5th, 2015
Heidi Shey, Principal Analyst
Heidi Shey Principal Analyst
With contributors:
Stephanie Balaouras , Rick Holland , Jennie Duong , Alexander Spiliotes , Peggy Dostie

Summary

You can't stop every cyberattack, and accidental data loss happens. Customer-facing communication following a breach is a critical component of incident response and the first step in reassuring consumers that your organization is handling the incident appropriately. Botch the response, and you'll never be able to regain customer trust. Nail the response, and you have an opportunity to not only regain their trust but also strengthen the relationship. In addition, as privacy laws around the globe continue to evolve, government officials and regulators are adding customer data breach notification obligations into the mix. While internal stakeholders such as legal, privacy, PR, and others have a key role in this response, external experts can help fill gaps and provide guidance and, most important of all, act and respond quickly to notify affected individuals and provide call center support when your customers want answers. This market overview gives security and risk (S&R) professionals highlights of several key categories of external experts that can help with customer-facing communication and examines key breach notification and response services providers and their capabilities.

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