{"id":4250,"date":"2013-10-01T12:13:33","date_gmt":"2013-10-01T11:13:33","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=4250"},"modified":"2019-12-30T16:47:59","modified_gmt":"2019-12-30T15:47:59","slug":"la-securite-de-linformation-au-service-de-la-relation-client","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2013\/10\/la-securite-de-linformation-au-service-de-la-relation-client\/","title":{"rendered":"La s\u00e9curit\u00e9 de l\u2019information, au service de la relation client"},"content":{"rendered":"

\u00c0 l\u2019heure du multi-canal, et m\u00eame du cross-canal, b\u00e2tir une relation de \u00ab\u00a0confiance num\u00e9rique\u00a0\u00bb est un enjeu cl\u00e9 pour les entreprises priv\u00e9es, mais aussi les organismes du service public (d\u00e9claration d\u2019imp\u00f4ts, espaces personnels sur le site de P\u00f4le emploi\u2026). Ils se doivent de montrer la s\u00e9curit\u00e9 de l\u2019ensemble de leurs canaux pour accompagner le d\u00e9veloppement de la relation client sur les m\u00e9dias num\u00e9riques.<\/p>\n

La s\u00e9curit\u00e9 de l\u2019information, un pr\u00e9-requis sur les canaux num\u00e9riques<\/h2>\n

La protection des donn\u00e9es est aujourd\u2019hui une pr\u00e9occupation \u00e9vidente des clients et usagers. C\u2019est ce que r\u00e9v\u00e8le un sondage de l\u2019Economist Intelligence Unit<\/em> en 2013, dans lequel 90% des sond\u00e9s\u00a0affirment penser que leurs donn\u00e9es utilis\u00e9es en ligne peuvent \u00eatre vol\u00e9es, notamment pour d\u00e9tourner de l\u2019argent. C\u2019est \u00e9galement une pr\u00e9occupation des pouvoirs publics qui renforcent les obligations en termes de s\u00e9curit\u00e9<\/a>. Attirer les clients sur les canaux digitaux est \u00a0une n\u00e9cessit\u00e9 pour beaucoup d\u2019entreprises. La s\u00e9curit\u00e9 est un pr\u00e9requis indispensable \u00e0 cette transition.<\/p>\n

D\u2019une part, Il faut rassurer les clients, et pour cela d\u00e9montrer de mani\u00e8re visible que des mesures de s\u00e9curit\u00e9 existent pour prot\u00e9ger les donn\u00e9es critiques et \u00e9viter notamment les fraudes financi\u00e8res. Une cr\u00e9ation de compte, une transaction, un changement de RIB\u2026 une bonne s\u00e9curisation, organisationnelle ou technique, peut conforter les clients dans leur confiance dans le canal num\u00e9rique.<\/p>\n

D\u2019autre part, en cas d\u2019incident, la capacit\u00e9 \u00e0 bien r\u00e9agir,\u00a0 tant\u00a0 pour r\u00e9soudre l\u2019incident le plus rapidement possible, que pour communiquer clairement et rassurer les clients concern\u00e9s est un \u00e9l\u00e9ment cl\u00e9. L\u2019\u00e9volution de la r\u00e9glementation autour de la notification des incidents<\/a> poussera d\u2019ailleurs les organisations \u00e0 d\u00e9velopper ce point.<\/p>\n

Enfin, il est important de relayer cette position au travers des acteurs de la relation client sur le terrain (vendeurs, conseillers\u2026) en les sensibilisant pour qu\u2019ils portent \u00e9galement ces messages en magasins, agences, etc.<\/p>\n

La s\u00e9curit\u00e9 de l\u2019information, un facteur de diff\u00e9renciation et de comp\u00e9titivit\u00e9<\/h2>\n

D\u00e9montrer un r\u00e9el engagement dans la s\u00e9curit\u00e9 de l\u2019information peut \u00eatre un \u00e9l\u00e9ment diff\u00e9renciant sur le march\u00e9. Pour ce faire, des solutions de s\u00e9curit\u00e9 avanc\u00e9es peuvent \u00eatre propos\u00e9es. Des banques comme Soci\u00e9t\u00e9 G\u00e9n\u00e9rale ou HSBC,<\/del> proposent ainsi un logiciel \u00e0 installer gratuitement pour renforcer la s\u00e9curit\u00e9 du terminal de l\u2019utilisateur <\/ins>lorsqu\u2019il\u00a0utilise leur site. D\u2019autres, comme Natwest et Barclays mettent \u00e0 disposition de leurs clients des moyens d\u2019authentification renforc\u00e9s.\u00a0 Au-del\u00e0 des solutions techniques, certains acteurs vont jusqu\u2019\u00e0 sensibiliser leurs clients et usagers sur l\u2019importance du respect de bonnes pratiques de s\u00e9curit\u00e9. AXA a ainsi publi\u00e9 le \u00ab\u00a0Le guide du bon sens num\u00e9rique\u00a0\u00bb et encore Le Groupe La Poste a communiqu\u00e9 sur des bonnes pratiques \u00e0 adopter sur les r\u00e9seaux sociaux.<\/p>\n

Les services marketing doivent donc travailler en collaboration avec les \u00e9quipes de s\u00e9curit\u00e9 \u00e0 la fois pour innover et proposer des solutions de s\u00e9curit\u00e9, mais aussi pour \u00e9couter et savoir tenir compte des attentes des consommateurs.<\/p>\n

La s\u00e9curit\u00e9 de l\u2019information, une offre \u00e0 part enti\u00e8re\u00a0?<\/h2>\n

Et si de centre de co\u00fbts, la s\u00e9curit\u00e9 devenait une source de gains\u00a0? En \u00e9tant attentifs aux attentes des clients, diff\u00e9rentes entreprises se sont pos\u00e9es cette question et lancent aujourd\u2019hui des offres de s\u00e9curit\u00e9 en tant que telles..<\/p>\n

Plusieurs secteurs se sont d\u2019ores et d\u00e9j\u00e0\u00a0 lanc\u00e9s : celui de l\u2019assurance par exemple. Cyber-assurance ou encore protection de l\u2019identit\u00e9 num\u00e9rique, des assurances comme AIG, AXA ou Swiss Life, ont entendu l\u2019int\u00e9r\u00eat que portent leurs clients \u00e0 la s\u00e9curit\u00e9 de l\u2019information, B2B comme B2C. Autre exemple, les op\u00e9rateurs t\u00e9l\u00e9coms qui proposent un anti-virus avec les abonnements d\u2019acc\u00e8s \u00e0 Internet. Ou encore, d\u2019autres op\u00e9rateurs, d\u2019un tout autre secteur, celui des jeux en ligne, mettent \u00e0 disposition de l\u2019authentification renforc\u00e9e pour leurs clients.<\/p>\n

Ainsi, au-del\u00e0 d\u2019\u00eatre un pr\u00e9-requis\u00a0 la s\u00e9curit\u00e9 de l\u2019information peut devenir un avantage concurrentiel, voire repr\u00e9senter une offre \u00e0 part enti\u00e8re. C\u2019est \u00e0 chaque organisation de choisir la posture qu\u2019elle souhaite adopter\u00a0!<\/p>\n","protected":false},"excerpt":{"rendered":"

\u00c0 l\u2019heure du multi-canal, et m\u00eame du cross-canal, b\u00e2tir une relation de \u00ab\u00a0confiance num\u00e9rique\u00a0\u00bb est un enjeu cl\u00e9 pour les entreprises priv\u00e9es, mais aussi les organismes du service public (d\u00e9claration d\u2019imp\u00f4ts, espaces personnels sur le site de P\u00f4le emploi\u2026). Ils…<\/p>\n","protected":false},"author":18,"featured_media":6227,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[3223,36,37,32],"tags":[1345,1325,1349,144,81],"coauthors":[796],"class_list":["post-4250","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cloud-next-gen-it-security","category-cybersecurity-digital-trust","category-digital-innovation","category-marketing-relation-client","tag-client","tag-confiance-numerique","tag-cyberassurance","tag-identite","tag-protection-des-donnees"],"acf":[],"yoast_head":"\nLa s\u00e9curit\u00e9 de l\u2019information, au service de la relation client<\/title>\n<meta name=\"description\" content=\"\u00c0 l\u2019heure du multi-canal, et m\u00eame du cross-canal, b\u00e2tir une relation de \u00ab confiance num\u00e9rique \u00bb est un enjeu cl\u00e9 pour les entreprises priv\u00e9es, mais aussi les organismes du service public (d\u00e9claration d\u2019imp\u00f4ts, espaces personnels sur le site de P\u00f4le emploi\u2026). Ils se doivent de montrer la s\u00e9curit\u00e9 de l\u2019ensemble de leurs canaux pour accompagner le d\u00e9veloppement de la relation client sur les m\u00e9dias num\u00e9riques.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.riskinsight-wavestone.com\/2013\/10\/la-securite-de-linformation-au-service-de-la-relation-client\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La s\u00e9curit\u00e9 de l\u2019information, au service de la relation client\" \/>\n<meta property=\"og:description\" content=\"\u00c0 l\u2019heure du multi-canal, et m\u00eame du cross-canal, b\u00e2tir une relation de \u00ab confiance num\u00e9rique \u00bb est un enjeu cl\u00e9 pour les entreprises priv\u00e9es, mais aussi les organismes du service public (d\u00e9claration d\u2019imp\u00f4ts, espaces personnels sur le site de P\u00f4le emploi\u2026). Ils se doivent de montrer la s\u00e9curit\u00e9 de l\u2019ensemble de leurs canaux pour accompagner le d\u00e9veloppement de la relation client sur les m\u00e9dias num\u00e9riques.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.riskinsight-wavestone.com\/2013\/10\/la-securite-de-linformation-au-service-de-la-relation-client\/\" \/>\n<meta property=\"og:site_name\" content=\"RiskInsight\" \/>\n<meta property=\"article:published_time\" content=\"2013-10-01T11:13:33+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2019-12-30T15:47:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2013\/10\/maxkabakov-fotolia.com_.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1500\" \/>\n\t<meta property=\"og:image:height\" content=\"1125\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Amal Boutayeb\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Amal Boutayeb\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2013\/10\/la-securite-de-linformation-au-service-de-la-relation-client\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2013\/10\/la-securite-de-linformation-au-service-de-la-relation-client\/\"},\"author\":{\"name\":\"Amal Boutayeb\",\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/en\/#\/schema\/person\/1c0cc88b368516b40d1429589130f940\"},\"headline\":\"La s\u00e9curit\u00e9 de l\u2019information, au service de la relation client\",\"datePublished\":\"2013-10-01T11:13:33+00:00\",\"dateModified\":\"2019-12-30T15:47:59+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2013\/10\/la-securite-de-linformation-au-service-de-la-relation-client\/\"},\"wordCount\":747,\"publisher\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2013\/10\/la-securite-de-linformation-au-service-de-la-relation-client\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2013\/10\/maxkabakov-fotolia.com_.jpg\",\"keywords\":[\"Client\",\"confiance num\u00e9rique\",\"cyberassurance\",\"identit\u00e9\",\"protection des donn\u00e9es\"],\"articleSection\":[\"Cloud & Next-Gen IT Security\",\"Cybersecurity & Digital Trust\",\"M\u00e9tiers - Digital & innovation\",\"M\u00e9tiers - Marketing et relation client\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2013\/10\/la-securite-de-linformation-au-service-de-la-relation-client\/\",\"url\":\"https:\/\/www.riskinsight-wavestone.com\/2013\/10\/la-securite-de-linformation-au-service-de-la-relation-client\/\",\"name\":\"La s\u00e9curit\u00e9 de l\u2019information, au service de la relation client\",\"isPartOf\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2013\/10\/la-securite-de-linformation-au-service-de-la-relation-client\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2013\/10\/la-securite-de-linformation-au-service-de-la-relation-client\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2013\/10\/maxkabakov-fotolia.com_.jpg\",\"datePublished\":\"2013-10-01T11:13:33+00:00\",\"dateModified\":\"2019-12-30T15:47:59+00:00\",\"description\":\"\u00c0 l\u2019heure du multi-canal, et m\u00eame du cross-canal, b\u00e2tir une relation de \u00ab confiance num\u00e9rique \u00bb est un enjeu cl\u00e9 pour les entreprises priv\u00e9es, mais aussi les organismes du service public (d\u00e9claration d\u2019imp\u00f4ts, espaces personnels sur le site de P\u00f4le emploi\u2026). 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