Trolls In a Basement: When Security Awareness and Customer Service Collide

Have you ever been trapped in customer service hell? We’ve all been there: unhelpful chatbots, emails sent into a black hole, or hours spent on hold, listening to Muzak and yearning to talk to a human being?
Hellish service experiences are almost universally frustrating and can drive customers away for good. So why do we ignore employee experience in security awareness programs? What happens to a company’s security culture when an employee’s requests for help feel like a shout into the void?
In this session, we’ll explore the nexus of security teams and how internal communication can help (or hinder) organizations’ security culture and awareness efforts, including:
-Shaping the Security team’s “voice” and “anchor” in your organization
-The effects of user experience on security reporting and attitude
-Building trust between the Security team and the wider workforce
-Separating external security perception from internal divisions
-Leveraging the power of recognition
-Practical tips for designing effective intake, triage, and response protocols
SANS Security Awareness: Managing Human Risk Summit 2023
Trolls In a Basement: When Security Awareness and Customer Service Collide
Speaker: Sunette Runhaar, Head of Global Insider Threat Program, Ubers
View upcoming Summits: www.sans.org/u/DuS