Originally posted on LinkedIn by DataEndure Chief Marketing Officer Kirstin Burke.
Tech and security vendors galore hype AI … their “holy grail” message focusing on the transformational benefits of automation. Well, yes and no.
In my experience at DataEndure, when Murphy’s law strikes – and it will – in the form of a data breach, ransomware or outage … our clients aren’t reassured because they have automation in place – they are relieved because they have PEOPLE they know and trust responding with the level of urgency their situation demands. Yes, there is a place for tools and automation – they help accelerate, inform and guide our actions … but without the critical human factor, they fall short.
A recent informal customer survey echoed this. When asked why they worked with DataEndure, it wasn’t our best-in-class tools, our automation, or our price … it was all about the relationship. About our people. Their expertise, their communication, their support. And this was consistent across every survey. One respondent said “Company values and culture alignment, including sense of urgency, empathy and the genuine nature of the staff; Subject matter experts with no hidden agendas – other than the best for our business; Availability of critical resources.”
In this age, we seem to be moving farther away from each other, being satisfied with “like” and “heart” emojis instead of real, meaningful interactions (ironic, because these tools are deemed “social”). But when you get down to it – human to human interaction matters. In fact, according to the latest Edelman Trust Barometer (2020), they note that people today grant their trust based on two distinct attributes: competence (delivering on promises) and ethical behavior (doing the right thing). “We’ve learned that ethical drivers such as integrity, dependability and purpose drive 76 percent of the trust capital of business, while competence accounts for only 24 percent.” Integrity, dependability, and purpose are uniquely human.
A wise young woman recently said to me “it’s not the art people buy, it’s the artists story….” – something you saw connected personally with you, touched you and created a relationship. It seems you could expand this in many ways. In the case with our managed security service, it’s not the tools you buy, it’s the experience and expertise. And it is our team, our people, that deliver that unique, trusted and tested experience.
In this age of growing technology complexities, threats and risks, our answer to “is anybody out there” … is Absolutely Yes.
Watch our September TECH talk: The Cyber-insurance Landscape is Changing- Are you still Insurable?