Author: Matthew Miller

Quick Overview

• Outsourcing risk is a fallacy; shared responsibility is essential.
• Clarity in contracts is vital; steer clear of vagueness and uncertainty.
• Compliance must not eclipse sound cybersecurity practices.
• Emphasize practical risk evaluations for third and fourth-party risks.
• SaaS contracts ought to extend beyond basic agreements for critical data safeguarding.
• Incident response clauses are crucial, particularly for ransomware notifications.
• Cyber insurance is altering contract demands; comprehend its provisions.
• Small enterprises should prioritize essential contracts for effective investment.

Fallacy of Outsourcing Risk

Brennan’s cybersecurity head, Peter Soulsby, warns organisations against the notion that they can delegate their risk. According to Soulsby, cybersecurity is a collective obligation that demands precise and clear contracts.

Significance of Clear and Specific Contracts

Australian organisations are encouraged to revise their cybersecurity contracts with detailed stipulations. Ambiguous contracts frequently result in misinterpretations and failures.

Compliance Versus Effective Cybersecurity

Soulsby points out the conflict between compliance and practical cybersecurity. He cautions that compliance should not undermine the application of strong cybersecurity measures.

Assessing Third-Party and Fourth-Party Risks

With rising regulatory scrutiny, assessments of third-party and even fourth-party risks are becoming more prominent. Soulsby promotes more practical evaluations over cumbersome surveys.

Challenges in Protecting SaaS Data

Depending on contracts with leading SaaS providers can be deceptive. Soulsby recommends utilizing dynamic tools for assessing third-party risks related to critical data.

Clauses for Incident Response and Recovery

In light of ransomware threats, Soulsby proposes that contracts must guarantee providers offer best practices and hold clients responsible.

Effects of Cyber Insurance on Contracts

Cyber insurance is transforming contract dynamics. Organisations should grasp their coverage and avoid unnecessary expenditure on incident response.

Striking a Balance Between Accountability and Liability

Soulsby stresses that businesses cannot relinquish responsibility through outsourcing. Successful partnerships rely on shared accountability.

Guidance for Small Enterprises

Small businesses ought to concentrate on critical contracts and ensure mutually advantageous terms to enhance their cybersecurity investments.

Conclusion

Brennan’s Peter Soulsby encourages Australian organisations to reassess their strategies regarding cybersecurity contracts. Specificity, shared responsibilities, and a balance between compliance and security are essential for effective contract management.

Q&A: Frequently Asked Questions on Cybersecurity Contracts

Q: What makes outsourcing cybersecurity risk hazardous?

A:

Outsourcing risk can create a misleading sense of safety. It’s crucial to uphold shared accountability and ensure contracts define roles and responsibilities clearly.

Q: How can organisations guarantee their contracts are sufficiently specific?

A:

Organisations should explicitly outline their cybersecurity requirements in contracts and seek external assistance if needed to ensure clarity and eliminate ambiguities.

Q: What should organisations prioritize in third-party risk assessments?

A:

Emphasize practical evaluations rather than extensive questionnaires. Effective risk assessments should take into account the wider supply chain.

Q: In what way does cyber insurance influence cybersecurity contracts?

A:

Cyber insurance frequently intersects with contract requirements. Organisations must grasp their coverage to prevent redundant expenses and conflicts.

Q: What recommendations are available for small businesses facing financial limits?

A:

Small businesses should concentrate on essential contracts and ensure terms are mutually beneficial to maximise their cybersecurity investment.

Quick Overview

• Customisation is now an essential objective in financial services marketing.
• NOW Finance aims for smooth customer journeys by integrating its martech resources.
• Brighter Super seeks lifelong member involvement through tailored digital interactions.
• Both companies leverage technology and storytelling to strengthen customer connections.

Customisation in Financial Services

Rising competition in the financial services industry, coupled with escalating customer expectations for bespoke experiences, has established customisation as a fundamental element of contemporary marketing tactics. For Australian entities like NOW Finance, this necessitates investing in powerful marketing automation and campaign execution capabilities.

Chris Maccan, who became part of NOW Finance five years prior, recognised the necessity to unify their disjointed martech tools. Initially utilising Braze and HubSpot independently, they opted to centralise workflows within HubSpot to create a seamless customer journey.

“It has facilitated a change in our strategy, transitioning from backend to frontend systems for enhanced process alignment and customer tracking,” Maccan stated. This transition supports NOW Finance’s multi-channel distribution model and direct-to-consumer personal finance solutions.

Enduring Engagement with Brighter Super

Brighter Super, born from the merger of industry and retail superannuation funds, aims to mirror the warmth of offline connections in its digital platforms. Brad Hancock, head of customer experience, stresses the significance of individualisation over broad personalisation.

“Our aim is to craft a comprehensive seamless journey where the member holds the reins,” Hancock notes. Brighter Super concentrates on sentiment interpretation and storytelling to ensure that Queensland members receive timely guidance and optimise their chances.

Hancock also underscores the difficulty of gathering insights to guide recommendations, emphasising the necessity of omnichannel experiences and individualisation.

Conclusion

The progression of digital experience in Australian financial services showcases the sector’s dedication to customisation and enduring customer engagement. By harnessing technology and storytelling, organisations like NOW Finance and Brighter Super are establishing new benchmarks for customer relationships.

Q&A

Q: Why is customisation vital in financial services marketing?

A: Customisation enables financial services to fulfil customer demands for personalised experiences, enhancing satisfaction and loyalty.

Q: How did NOW Finance enhance its customer journey?

A: By merging their martech tools into HubSpot, NOW Finance optimised its processes and improved customer journey tracking.

Q: What is Brighter Super’s method regarding customisation?

A: Brighter Super prioritises individualisation, crafting a seamless digital experience that mirrors offline warmth and empowers the member.

Q: How do storytelling and sentiment interpretation enhance customer engagement?

A: Storytelling enables brands to connect on an emotional level with customers, while sentiment interpretation guarantees that communications are timely and relevant, boosting engagement.

Q: What role does technology play in these digital evolutions?

A: Technology facilitates the development of efficient sales pathways and personalised experiences by enhancing process coordination and yielding data-driven insights.