The Hidden Cost of PCI Compliance: Is Your Digital Customer Experience Paying the Price?
Ben Le Feuvre. Head of Network Services at Sabio Group discusses.
Picture this: A customer has spent time and effort to reach and engage with your customer service agent through their channel of choice when they’re suddenly forced to switch to a phone call just to make a payment securely.
It’s a scenario that plays out countless times across businesses every day, and it’s costing more than just time — it’s eroding the seamless digital experience that today’s customers expect.
For modern businesses operating in today’s digital-first economy, accepting card payments isn’t optional. Yet for many organisations, the complexity of maintaining Payment Card Industry (PCI) compliance across digital channels has become the elephant in the room.
In fact, it’s a necessary security measure that’s quietly undermining digital transformation efforts and creating friction in otherwise smooth customer journeys.
Security or Customer Experience? Can you have both?
The stakes couldn’t be higher. With data breaches making headlines almost weekly and cybercriminals becoming increasingly sophisticated, payment security has never been more critical. Each breach can expose millions of sensitive records, putting both customers and businesses at risk.
But here’s the paradox: while robust security measures are essential, traditional approaches to PCI compliance often force businesses to choose between security and customer experience. It’s a false choice that’s holding back digital innovation and frustrating customers and employees alike.
And the challenge runs deeper than most realise.
Contact centres, in particular, face a daily struggle balancing efficient customer service with secure payment processing. Agents must navigate complex compliance requirements while trying to maintain natural conversation flow. The result? Longer handling times, frustrated customers, and increased operational costs. In an age where customer experience can make or break a business, this is a problem that demands urgent attention.
Light at the end of the Compliance Tunnel
But what if there was a way to transform this challenge into an opportunity? What if PCI compliance could enhance rather than hinder your digital customer experience? This isn’t just wishful thinking — it’s exactly what innovative organisations are achieving by rethinking their approach to payment security.
Sabio’s long term partner, Sycurio, has pioneered a solution that’s changing the game. By seamlessly integrating Sycurio Digital into customer journeys, organisations are discovering they can maintain the highest security standards while delivering the frictionless experiences their customers demand.
The results speak for themselves: One contact centre reported that agent productivity increased by up to 300% after deploying Sycurio, improving transaction success rates, and enhancing customer satisfaction across all digital channels.
Think about what this means in practice. Instead of forcing customers to switch channels for secure payments, they can complete transactions safely within their chosen digital journey. Rather than training agents on complex compliance procedures, automated systems handle security seamlessly in the background. The burden of compliance transforms from a daily challenge into a natural part of the customer experience.
Turning Payment Security into a Competitive Advantage
This approach isn’t just about maintaining compliance — it’s about turning payment security into a competitive advantage. Forward-thinking businesses are using it to offer flexible payment options across all channels, reduce transaction abandonment rates, and accelerate their digital transformation initiatives. All while maintaining the robust security that builds and maintains customer trust.
In an era where a single data breach can devastate both reputation and revenue, maintaining PCI compliance isn’t optional. But the method of achieving this compliance doesn’t have to compromise your digital customer experience or operational efficiency…
Don’t let outdated approaches to PCI compliance hold your digital transformation back. Join our webinar on 30th January 2025 and discover how you can turn payment security into a seamless part of your customer experience strategy.
Register for our Joint Webinar
For those ready for further exploration, Sabio and Sycurio are hosting an exclusive webinar on 30th January 2025 where I will be joined by Greg Armor (CRO, Sycurio), and Matt Taylor (VP Global Pre-Sales, Sycurio) to share practical insights on seamlessly integrating secure payment capabilities into digital channels. We will demonstrate how organisations can enhance customer experience while maintaining strict security standards, sharing real-world examples and actionable strategies.
For additional information on the webinar or to register Click Here
Sabio Group is a global digital experience transformation services specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India.
The Group delivers solutions and services that seamlessly combine digital and human interactions to support brilliant customer & employee experiences (CX & EX).
Through its own technology, and that of world-class technology leaders such as Amazon, Avaya, Genesys, Google, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group specialises in contact centre, AI, CRM and data insight technologies and works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
For additional information on the Sabio Group view their Company Profile
