Our world is increasingly reliant on digital infrastructure. This delivers the businesses that operate essential services tremendous corporate and customer experience (CX) benefits. But it also exposes them to risk. As a critical infrastructure sector, financial services is particularly at risk from cyber-threats and IT failure. That’s why the EU is introducing the Digital Operational Resilience Act (DORA).
In a departure from the norm, there’s a heavy focus in DORA not only on the financial services firms themselves, but also their ICT suppliers. That will make finding the right partnerships crucial to managing cyber and compliance risk going forward. With just a few months to go before the compliance deadline, financial services firms can’t afford to forget about the Contact Centre.
Read the full article at Finextra to learn how DORA impacts contact centre operations.
