If you’ve ever experienced extended hold times, dropped calls or repeated transfers when calling customer service, then you are well-acquainted with the concept of “customer friction.” The term refers to anything that gets in the way of a smooth and effortless interaction between businesses and their customers — and it is contributing to a growing sense of dissatisfaction among U.S. consumers.
The Securities and Exchange Commission (SEC) has implemented new rules requiring publicly traded companies to report cybersecurity incidents. The rules will also affect privately held companies in a public company’s supply chain.