Why partner with an MSP who values customer feedback?

admin / July 5, 2024

Why partner with an MSP who values customer feedback? Customer feedback is an often under-rated and underutilised metric. When your services are failing, and your customer communication network is glitching that niggling need for support begins. As your business frustration is mounting you know you need a managed service provider who understands your needs. Knowing if they can meet those needs, that’s a different question. One you might find the answer to in their customer feedback scores. Customer service expectations come from experiences encountered as both a consumer and a business owner. They form the baseline of what you consider good customer service. When partnering with a managed service provider, you need to be sure that they can deliver good customer service, especially in a crisis. If you operate a customer service-based business with a reputation for excellence, you want to partner with an MSP offering the same standard of service. Imagine your frustration if you found your MSP offered lacklustre and sub-par customer service? With slow response times and issues rumbling on, unfixed, affecting your business. That’s why you need to partner with an MSP who values customer feedback. Customer feedback Customer feedback is at the backbone of your business. Understanding your consumer’s behaviour is crucial to ensuring your products and services meet customer needs to create business growth. For MSPs this is no different. Measuring feedback from your customers is something that most businesses do and there are many different ways to obtain and measure feedback. It is a crucial metric to measure. Salesforce research shows that 88% of customers say customer experience is as important as the product or service being sold. For most businesses, customer satisfaction is often measured using survey-based measures following customer interactions. A CSAT (customer service) score is generated from a survey response and businesses are provided with metrics to let them know how the interaction went from the customer’s perspective. Over 200 MSPs in the UK use Smileback to accumulate this data. Smileback An industry specific tool MSPs use to gain customer feedback, Smileback provides accurate and detailed dynamic data which can be tracked across numerous timescales. Microsoft defines Smileback as “the only feedback system specifically designed for MSPs and focused exclusively on customer satisfaction.” For the service desk in an MSP, who provide frontline responses to customer queries, this tool is a game changer. After each interaction a survey is sent out and feedback is gathered from the customer using a one-click method. Simply choose the emoticon that best fits your experience. The option to leave a comment is also available and this information is the sent back to the MSP. By providing real-time accurate responses MSPs who choose to implement this kind of service have data that can be used to develop tailored customer service which is dynamic to meet changing needs. More significantly though, it helps customers to raise issues with customer service and hopefully get timely feedback. If an MSP is using this data one poor service desk experience will most likely only be a one off, as the MSP should use your feedback to improve their service. Customer feedback data that goes further Smileback data is not only about one interaction; it charts all of your interactions across an entire service desk team. Statistics are available to show how well your team is performing across any time period you choose, so achievement is measurable. Building on that it also shows you how well your MSP compares to other MSPs using the service. This is a great performance indicator which acts as customer service motivation. A top 10% across the sector is generated from real-time data which gives MSPs a live and comparable standard of excellence to strive for. Smileback data allows MSPs to see how their service is being received by their consumers. This data should not simply be used for the purposes of showing. Quality MSPs will take this data and use it to learn from, creating actionable customer service-based goals. The best MSPs will take their data orientated goals and turn it into actionable outcomes, demonstrating that they are continually striving for the best possible customer interactions. Actionable outcomes Data alone is nice for a company to have. Many companies will publish their data not really understanding what they are publishing. Picking and choosing stats to shout about, you might notice that statements from these companies are followed by empty words with no actions. When you are looking for an MSP, this isn’t what you want. Look for an MSP who understands their feedback statistics and builds on them. An MSP who sees lessons in their data and uses it, is the MSP you want to partner with. Building their team up with new skills and rewarding them for their customer service success shows the value an MSP places in delivering the best possible customer service experiences. Smileback data This is a bespoke infographic provided by Smileback to show the industry standards an MSP should be hitting for CSAT and NPS (Net Promoter Score) according to July’s data. CSAT data analysis The average MSP will have a Smileback score of 96.9 or above. As a consumer you can ask your MSP if they evaluate their feedback. You can also ask for their results as part of a report before you sign with them. An MSP with a score of 96.9 or higher is an MSP who values customer feedback. If your MSP is in the top 10% of MSPs for customer service their CSAT score will be 100. Spotlight on Cirrus Cirrus use Smileback to provide CSAT (customer satisfaction) data. This data is just one of the metrics the service desk, and whole team, have constant access to. At the heart of the operation is a bespoke system, built in-house, to display accurate client metrics. In the top right-hand corner of this system is the CSAT score, which is calculated using Smileback. Smileback is tracked over a 90-day period and the score fluctuates each

Blog

Setting-up MFA: a Microsoft Azure legacy this summer

admin / June 28, 2024

Setting-up MFA: a Microsoft Azure legacy this summer. It’s the summer to set-up MFA. With Microsoft beginning rolling out its new MFA policy in July, it’s a topic that’s as hot as a heatwave across the technology landscape. Microsoft is blazing a path towards stronger security for all accounts, but two questions remain. Do users understand why MFA will provide cyber security solutions for them? Do they know how to set-up MFA? Microsoft Azure Microsoft Azure is a cloud computing platform that effectively gives its users access to a huge pool of computing resources that Microsoft provides. This means you can use the resources you need without having to purchase physical hardware. It provides a business resource which is affordable and scalable no matter your business size. You can add resources or remove them as required. It is a comprehensive business tool which has the potential to store large amounts of your business information and your clients’ information. Why is MFA being enforced by Microsoft? Updating defences and maintaining good cyber security is part of being a responsible service provider. Microsoft have conducted research into the need for this extra layer of cyber security in their own report titled, How effective is multi-factor authentication at deterring cyberattacks? The report found three key findings in its research: 17% of accounts that were “compromised” by cyber-attacks did not have MFA. Implementing MFA leads to a 99.22% reduction of cyberattack. In case where private information has already been leaked, the use of MFA leads to a 98.56% reduction in further compromise. Microsoft’s research highlighted some eye-opening results which have, in part, translated into the roll out of mandatory MFA for Azure users. The impact of MFA on account security was not only being researched by Microsoft. Independent MFA findings Other reports have been released using data gathered from different tests and the results present similar findings: Google actively participated in the Biden Administration’s Symposium focused on strengthening authentication for online security. At this Symposium Google describe MFA as “one of the most effective ways to reduce the risk of significant cyber incidents”. It has been independently ascertained that up to 80-90% of cyber-attacks can be prevented using MFA. Google released data in 2019 showing that by adding a second level of authentication to accounts you can: Block up to 100% of automated bots Block 99% of bulk phishing attacks Prevent 66% of targeted attacks. Microsoft’s research is not stand alone. The implementation of multiple levels of authentication is proven time and again to strengthen account security. This is leading to changes in how we are asked to secure and authenticate our online accounts as businesses and individuals. Government policy In the UK, the government brought in legislation on 29 April 2024 which mandated businesses to meet a password standard for smart devices connecting to the internet. This law demonstrates the need for stronger account security in a world where we use internet-based devices multiple times in our daily lives. The law was a world-first, an innovative and disruptive policy designed to bring change and security. Microsoft are doing the same and they have a well-publicised initiative which covers this ideology. Microsoft Secure Future Initiative In November 2023, Microsoft launched the Microsoft Secure Future Initiative in response to the increasing threat of cyber-attacks. Aiming to strengthen accounts in the face of increasing cyber threats the initiative covers both company practice and products. There policy is built on three pillars or ‘principles’: Secure by design: designing products with security at the forefront of the design process. Secure by default: Security is both enabled and enforced with no exception, no extra effort and no option. Secure operations: Through monitoring and security controls the dynamic nature of cyber threats will be met. Microsoft seek to develop and continuously improve security to benefit their company and their consumers. The decision to roll-out mandatory MFA this summer directly links to the initiative and to the principle of ‘secure by default’. The announcement On 14 May 2024, Microsoft posted this statement on their blog as the formal announcement to customers that MFA would become a mandatory part of account authentication. As you can see from the screenshot of the news direct from Erin at Microsoft, the rollout begins in July, which shows it will be a process. There are those who have criticised this move saying that users do not have enough time to respond; that change is being sprung on them. Mandatory MFA is a necessary change to protect users from the increasing threat of having their accounts hacked. This change could save business owners thousands of pounds, save countless hours of time in the event of a breach, and save their business’ reputation. This impact is being overlooked but why? Time and capital The assumption is made that this roll-out will require large amounts of time and capital given the value it brings to account security. The value of time when running a business is high. The allocation of capital for services is often planned for months in advance to prevent unexpected expenditure. It is therefore an unrealistic expectation to achieve Microsoft’s mandatory change in less than 6 weeks in the eyes of most businesses. Unless of course this assumption is false and the roll out is not time intensive or expensive. MFA is free and easy to do This security feature will add value to your business both internally and externally and best of all it is free to do so there is no capital expenditure involved. It is easy to do, and MFA can be set-up in less time than it will take to drink a cup of coffee. By following a few simple steps, you can protect your account. How to set-up MFA? MFA is an easy and free layer of security that you can set-up on your accounts. MFA set-up is usually a simple process as the MFA set up for Microsoft Azure will show. MFA set-up for Microsoft Azure This simple process

Blog

The disruptive power of AI in cyber security

admin / June 21, 2024

The disruptive power of AI in cyber security. Is it a friend or foe? Artificial Intelligence (AI) is disrupting the cyber security landscape. Providing advances for cyber defence, but also providing advances for cyber-attackers. AI is walking a fine line between being a friend or a foe for business cyber security. What is AI? AI is the acronym for Artificial Intelligence. AI is the simulation of intelligence that you would associate uniquely as a human capability, recreated within technology. IBM define it as “technology that enables computers and machines to simulate human intelligence and problem-solving capabilities.” No matter what your opinion is on this technological advancement, it is a tool which is being used and will continue to be used. It is changing the business landscape in many ways. Top AI benefit to businesses, according to Bing If you ask Bing what the main use of AI is in business today it will tell you that it is for improving customer service. Chatbots are the obvious way in which AI is being used to improve customer service. It is a form of AI you are most likely familiar with and will encounter regularly when reaching out to companies or browsing the web. Whether you view this advancement and interaction positively or negatively as a consumer is a topic for another time. For businesses, Chatbots provide advantages in efficiency, cost and analytics. In the cyber security landscape AI is being used because it brings similar benefits. Benefits to cyber security Forging defence systems which are more robust and responsive at the sign of attack is at the forefront of many current developments in cyber security. Traditionally cyber-security responses to hackers have been more responsive due to the scope of data being surveyed and the capacity of professionals trained in the field of cyber security. With the advent of AI and the huge leaps forward it has taken in the last few years, the technology is now at a point where the intelligence can be used to interpret data and algorithms on a greater scale than the current human workforce. Cyber security has two significant challenges which AI technology is providing solutions for: A skills shortage in cyber security professionals exists in the UK with 50% of businesses reporting a cyber security skills gap. A further 33% businesses also have an advanced cyber security skills gap. The scope of data which needs to be scanned and is spread out across an infrastructure which was not designed with cyber criminals in mind. The task is therefore enormous. Provides capability The amounts of data created from the use of complex infrastructure results in vast data piles which needs to be scanned for threats to prevent criminal incursions. Traversing the maze of infrastructure is leaving blind spots which are being exploited. In the past, defence can be described as reactive to an attack. It’s like being one step behind. AI provides the capability to be proactive. It provides the capability to spot unusual activity by a user once it is trained in what to look for. Cyber security defences need to respond quickly and not reactively to be more effective. Makes defence more effective AI brings the following capabilities to defence systems: Speed Precision An ability to sift through more data than a human can Continuous scanning It can learn what patterns to look for in data and spot unusual data patterns. Speed and precision are key to being effective in defending against cyber-crime and AI provides that capability for defence systems. The unending ability of the machine once it has learned to detect unusual data patterns means that defences are actively checking for breaches constantly. Detects Patterns Being able to highlight the unusual data patterns and then flag them, allows the humans assessing data to be more effective in their roles too. They are checking data which is identified as being unusual which means that hackers on a system are more likely to be identified earlier. This will prevent more attacks from escalating and impacting business operations. It must be said that things will still slip through, but the use of AI in this field has a positive wider reaching impact. Businesses will have more robust security systems and fewer holes which can be exploited. The use of AI is not however all positive for businesses. AI has not only changed the defence landscape; it has also changed the attack landscape. Changes to the attack landscape AI has armed cyber criminals with a whole new arsenal of tools which are more efficient, more believable, and readily created and replicated. So while defences have strengthened, attacks have improved. The main reason for this is the exploitation of generative AI by cyber criminals, a tool which many businesses are also taking advantage of. What is Generative AI? Generative AI is when artificial intelligence is used to create content. The artificial intelligence follows parameters provided by a user to create content. Content can be pictures, words, music, songs. Generative AI is creating media in personal and professional life, but it is not only being used for lawful purposes. Cyber criminals are utilising this tool, and it is the success and scope of their cyber-attacks that is creating the challenge to cyber security. Challenges to cyber security Cyber-attacks are increasing. In 2024, it is currently expected that the cost of cyber-attacks will reach a total of $9.5 trillion globally. This is a cost which is only expected to rise as attacks become more sophisticated and convincing. Generative AI is arguably the tool which is going to give cyber-criminals that extra convincing edge. The 2024 cyber security breaches survey conducted by the government shows that 50% of businesses have experienced a cyber-attack in the last year. Of that 50% of businesses attacked, a huge 84% of breaches were done using phishing. Phishing Phishing is a type of email cyber-attack which appeals to human emotions. Phishing attacks use deception, combined with an emotive appeal to human emotion to hook

Blog

The disruptive power of AI in cyber security

admin / June 21, 2024

Blog

The solution to your business’ password problem is here

admin / June 12, 2024

The Solution To Your Business’ Password Problem Is Here By Helen C June 2024 The password problem Since the dawn of working online and in apps we have had to remember passwords. And we’ve created some interesting password solutions to remember them: The sticky note – writing our passwords down and sticking them to the monitor on our screen The sneaky aide memoir – the password list in the back of the diary, the piece of paper strategically kept in a bag One size fits all – Using the same password for every single account. The parrot – password, password, password, password. Easy – 12345, qwerty, asdfg Most of us will be guilty of using one of these methods at some point in time. Or we know someone who uses them. The problem is this method of facing the great password conundrum is leaving your business systems and applications vulnerable to being hacked. The solution we love to ignore We all know that we should have a different password for each app we use. They teach it in schools, it’s part of good business practice. Some of you might even be nodding along thinking you don’t need reminding you know the password solution. While also having a sneaky ‘password’ password lurking in your account portfolio. It is a simple solution to remember: You know it. You know the formula and are fed up with being told the formula. You understand it is the solution to safeguarding your systems and information. Yet, the statistics say something else. 5 startling stats about passwords 44% of employees say they use the same password at home and at work. The National Cyber Security Centre finds in breach data that 23.2 million people who have been victims of cyber-crime globally all used the same password: 123456 81% of security breaches, according to Verizon statistics, are due to poor password management. 3 in 10 UK businesses have no password policy The most common cause of cyber attack is through compromised credentials. It’s responsible for a huge 61% of malicious breaches. The statistics show that there is something more to understand about passwords. Currently, most businesses do not have passwords that are secure. Businesses are vulnerable to cyber-attack. Businesses and their employees keep repeating the practices they know they shouldn’t, and it looks like they are stuck in a loop with passwords. Getting out of the loop Many businesses struggle with feeling as though they are potentially sounding patronising and insulting the intelligence of their team when discussing passwords. This is often particularly true if you employ a large percentage of people who are Millennials and Gen Z. You may assume they are tech savvy and know how to create their own secure passwords. That assumption is however the first part of the cycle that needs to be broken. What makes a secure password? Educating yourself and your team about what makes a secure password is good business sense. A secure password is: A minimum of 20 characters long Uses a random combination of letters, numbers and special characters Does not use personal information or phrases that would be easy to guess, like your birthday or the name of the pet who is all over your Instagram page. Is not repeated across accounts. This may seem like a somewhat daunting and unrealistic proposition to implement for your team. Asking them to create and remember a password that meets these criteria for every account your business has – it’s a lot. You may be thinking that it is too much to expect your team to use and remember. Perhaps that is the reason why passwords pose such a problem. An actionable solution for your team to create and maintain secure passwords is the solution. Positive and proactive wording of clear steps to be followed are easily managed solutions you can implement as a business. Have a password policy A password policy removes the assumption of employee password knowledge from your business by providing a framework for password use and creation across all accounts. This strengthens your business’ security by securing vulnerabilities in the passwords protecting your accounts. Password policies provide a set of guidelines which your team must follow. It is an essential step to take so you can avoid being part of the 80% who attribute their data breaches to weak password security. Figures like this leads to password policies sounding rather severe. Example of a typical password policy A typical password policy will often use the following styles of phrases and include the following: Implementation of long passwords with a minimum length of 20 mixed numerical, upper and lower case and special characters Every account needs to have a new and unique password which meets the standard laid out in step 1 Multi-factor authentication (MFA) Prohibition of the reuse of business passwords Prohibition of common words and phrases Update passwords often Team updates will be given regularly These are all necessary and valid steps for creating a password policy. The steps are essential for good password hygiene, but they still present challenges. Password policy challenges Password policies are a minefield of do not statements and requirements, which in themselves provide challenges for implementation and employee uptake. The challenges: They are negative and off-putting to implement There are a lot of steps to follow The employee is

Blog

What is MFA? Why is it important?

admin / June 5, 2024

What is MFA? Why is it important? What is MFA? MFA is an acronym for Multi-Factor Authentication. It is the term people in the IT world use to describe the process of a computer checking your identity in more than one way before it lets you into your account. The terms are however important to understand, as they help you to better understand how MFA works and why it’s important. A deeper look at what MFA means You might be sitting there thinking that you know exactly what ‘multi-factor’ means. You could well be right, so let’s skip defining what ‘multi’ means. Just to be thorough, and because we are going to talk about factors in a bit more detail, let’s take a look at what ‘factor’ means in IT semantics. A ‘factor’, in the context of authentication, is a way of defining your identity. The password you type into an account to log-in is one factor through which a computer confirms you are you. It is the most common factor used. Confirmation of the password grants you access into your account. The computer has authenticated your identity through the combination of your username and password matching. This is the ‘authentication’ process. With MFA, you use more than one factor to confirm your identity alongside your username. MFA uses a combination of three factors to confirm your identity, all of which are interlinked and about you, so you will know them. Three factors By using all or a combination of options from these three different key factors, MFA provides a more robust protection system for your data. 1: Know This is the password, pin, security question or other form of identification that you are most likely already familiar with and using to access your online accounts. If you want to manage this and save some brain space, we recommend using a password manager to keep your passwords safe. 2: Have This is something that is in your possession and that you directly link to your online account. It will most likely be the device that you log-in on or something that you are given by a business to use as part of a multi-factor authentication process. 3: Are This is you, something that physically defines who you are. This includes a fingerprint, retinal scan or facial recognition, all of which are intrinsic to you. You don’t have anything to remember and many of us are already using this form of authentication every day as part of our internal phone security. That sounds unnecessary You may now be wondering why on earth you would put yourself through the stress of trying to remember more. For every account you have using more than just a password to log-in may feel daunting. The prospect of taking more time to log-in and taking-up more brain space to remember extra steps which you worry you might forget is perhaps the reason you don’t think MFA is the best-fit for your business. If you’re thinking it isn’t for you right now, you need to read on. It is for you. MFA is necessary. It’s also really easy to do. 3 Statistics about the impact MFA 1: MFA has been found to block 99.9% of automated cyber-attacks in 2023 according to statistics. 2: Weak or stolen passwords account for 80% of cyber breaches. MFA adds layers of security to your password so one weak or stolen password will not give access to accounts. 3: 67% of customers in the UK believe that companies who use MFA care about the protection of personal data according to recent statistics. Why is MFA important? MFA plays an important role in the fight against cyber-crime for both individuals and businesses. It is an easy step you can take to protect your accounts from being easily hacked by cyber-criminals. If they have your username, which let’s be honest is often just your name or your email address, they only need to guess your password to gain access. Once in they have access to your personal data. Do you have faith that your passwords are strong enough to defend against a hacker? If the answer is maybe, read on. Did you know that cyber security experts across the world have found that in every second there are an average of 530 signs of a potential cyber-attack? That’s a whopping 46 million indicators of potential cyber-attacks in just one day. Protecting yourself and your business from the ticking clock with MFA is usually free. It is normally something you can turn-on in the settings of your online accounts. No extra cost to you or your business. It’s just a choice you need to make. Then an action you need to implement. Take a look at the following statistics which demonstrate an interesting parallel between businesses and cyber-attacks. 2 statistics you should not ignore: 1: Over 68% of people surveyed did not use MFA where it is available. 2: Half of business surveyed by the UK government in 2024 have experienced some form of cyber-attack in the last year. It is interesting to look at these statistics and consider what impact there may be on the second statistic of people began using MFA as part of their cyber security policy. How does MFA work? To describe how MFA works and why you should use it, let’s use an analogy. Your password is the lock you use on your door to gain entry to your house – the place you keep all the information that belongs to you and that you are responsible for looking after. Using one password is like having one lock. If your password isn’t very strong, it’s like using a padlock on the front door to your house and hoping you won’t get robbed. The weaker the password; the flimsier the padlock. If you’re using the word password for your password, you’ve forgot the lock entirely. The chances of a thief gaining access to your home and robbing you is high.

Blog

What is MFA? Why is it important?

admin / June 5, 2024

Blog

Social engineering: 11 tips to avoid the risk

admin / May 29, 2024

Social Engineering: 11 tips to avoid the risk By Helen C Imagine your business has had a cyber leak and you have lost the data of nearly 70,000 customers exposing them to the risk of social engineering. The cause of this is most likely human error and the hole in your security system has been ominously lurking, unchecked, in cyber space waiting for the moment when an opportunistic cyber criminal will attack. Case Study: Welsh Rugby Union That is exactly what happened to the Welsh Rugby Union (WRU) this week, who allegedly had a hole in their security system which was exposed by cyber criminals. The hole was a publicly accessible Amazon Web Services (AWS) Simple Storage Service (S3) bucket. This is by default locked and private, but it can also be made publicly accessible without much prompting from the source that this change was being made and the potential impact this change could have. Misconfiguring the settings on an account, often a human error which is the result of an absent-minded click or uncertainty in what to click, leads to the creation of holes in cyber security which can then be exploited. Data suggests that 95% of all data breaches result from human error, but investigations are still currently underway to investigate what the cause was for this hole in the WRU’s security. Reports suggested that the exposed information held 1419 text files holding the personal details of 69,317 of WRU’s members. These are the fans who have subscribed to the WRU, who support and maintain the Union by purchasing memberships which provide perks such as exclusive content and priority tickets for matches. Inconvenient timing In a discussion two weeks ago with BBC Wales Scrum V discussing the state of the sport this season, former Wales centre Tom Shanklin, stated: “We have to be careful at the moment otherwise we are going to have fans turning away from watching rugby and they are going to be finding another sport.” With a string of defeats under their belt, the timing of the WRU cyber attack could not be worse. That’s the problem with a cyber attack though, you never know when it will happen and the impact it can have on a business can be catastrophic. What can happen to a business? The loss of sensitive information to cyber criminals can impact a business in the following ways: Loss of sales Loss of customer faith Loss of customers Long and short-term damage to reputation Negative feedback across social media and media channels which can be difficult to manage ICO fines Business closure Although business closure is an extreme response, it is possible if fines are imposed, and consumers loose compete faith in the business. The average cost of a cyber-attack in the last year to a small business is estimated to be £1,100 and £4,960 to a medium or large business. Imagine having to release a statement to your customers to reassure them that their data is safe now to mitigate the damage of a cyber-attack. The WRU statement said: “No other vulnerabilities or suspicious activities have been found in WRU systems after a thorough review of all systems and processes.” As a business, it is better to follow procedures and keep data secure through regular reviews and by having good cyber security protocols and tools in place to protect the confidential data you hold. The importance of good cyber hygiene cannot be emphasised enough. Offering reassurance to customers that their data is now safe is positive, but for the customers who have had their data stolen they could now be facing cyber security threats of their own. Although there are many different types of cyber-attack which could occur following a data breach, in this situation members of the WRU are most likely to be facing the threat of social engineering. What is social engineering? Social engineering is a manipulative tactic used by cyber-criminals to exploit people in a non-technical way. Attackers often exploit people into performing tasks, such as transferring money from their bank account, by conning them into believing they are talking to someone they can trust such as a bank manager or even friend. People are duped into breaking their own security practices during this kind of attack which plays on psychology and human emotion. The types of data leaked in the WRU attack included email addresses, phone numbers, names and dates of birth; personal information which could be used by cyber criminals to convince unsuspecting victims that they are legitimate. Effectively modern-day con artists, attackers armed with confidential personal information can successfully dupe people into opening emails containing malware, con them into sending money, or even get them to divulge confidential business information. The key danger with social engineering is that it enables an attacker to gain legitimate and authorised access to confidential information by employing tactics which play on human emotion. To click or not to click; would these emails fool you? Social engineering attacks are designed to be compelling and draw you in. Let’s look at a few examples of what may be used to emotionally grab your attention and call you to action. An email from the boss You could receive an email from your boss asking for information which you know should not be shared and seems uncharacteristic but looks legitimate. You may be asked to not follow protocol and chances are if you think it is from the boss you will feel emotionally compelled to do what is asked in order to retain job security. An urgent call for help An old friend needs money for a treatment which is not provided on the NHS, you were once close but have lost touch and you did know this person. Out of kindness you act and provide bank details to an account you are directed to, but in reality this is not a friend, but a criminal. A trusted business who email you often You often interact with this business and

Blog

Phishing: a dive into the world of cyber-attacks

admin / May 21, 2024

Phishing: a dive into the world of cyber-attacks By Helen C & David Bloxberg Whether you are a person fishing for the animal as a hobby or a criminal phishing to steal data from your next victim, these two very different activities share one common tool – a hook. A literal hook catches the fish, but an emotional hook is usually what entices a person to respond to a phishing cyber-attack. Here, we take a detailed look into phishing to provide your business with the information it needs to defend itself. Introduction Phishing is a cyber-crime where individuals are approached through email, websites, phone calls, or text messages by hackers claiming to represent legitimate organizations. The aim is to deceive individuals into divulging private information, including personally identifiable information (PII), protected health information (PHI), banking and credit card details, passwords, and other confidential data. The term itself, a homophone of “fishing,” hinting at the tactic of baiting individuals into exposing their private data, mirroring the act of waiting for a fish to bite when bait is placed on a hook. This deceptive practice is a significant threat in the digital world, as it is a type of cyber-crime which uses the vast reach of the internet to exploit human vulnerabilities across the world. History Phishing has been around since the early 1990s, coinciding with the rise of the internet. Initially, attackers targeted AOL users in a famous phishing attack from 1995, tricking them into divulging their login credentials. These early attempts were relatively straightforward, often involving direct messages requesting users to verify their accounts or confirm their passwords. As phishing techniques advanced, the sophistication of these attacks significantly increased. A notable example of this evolution is the 2020 Colonial Pipeline attack. Here, attackers used a compromised password to access the network, leading to massive disruptions in fuel supply across the Eastern United States. This incident illustrates the shift from simple deceptive messages to complex, multi-layered cyberattacks that exploit both technological vulnerabilities and human error. This progression from the primitive phishing scams of the 1990s to today’s highly elaborate schemes highlights the adaptability and persistence of cyber criminals in exploiting new technologies and human psychology. In today’s digital age, understanding phishing is crucial for two key reasons. Firstly, the internet has become part of nearly every aspect of day-today life. The inescapable nature of the internet combined with the proliferation of digital transactions make individuals and organizations perpetually vulnerable to these attacks. Secondly, a successful phishing attack’s financial and reputational damage to a business can be devastating. Understanding How Phishing Works Phishing is a digital deception technique cyber criminals use to fool people into divulging sensitive information. It’s effective because the lies are carefully crafted believable requests or alerts that appear to come from trusted sources. Personal data can be used for identity theft, unauthorized transactions, or even sold on the dark web. For organizations, the stakes are equally high, with potential losses running into millions and severe damage to customer trust. Therefore, awareness and education on the nature of phishing attacks, their indicators, and prevention strategies are vital components in safeguarding both personal and organisational assets in the digital landscape. Who Are the Targets? Initially, phishing scams cast a wide net, targeting the general internet population. But in England and Wales, data provided by the National Office of Statistics shows that those between the ages of 25 to 44 are most likely to be affected. However, as techniques have evolved, so has the specificity of targeting. Today, anyone can be a target—from individual internet users to employees at any business. Specific campaigns, known as spear phishing, target high-value individuals or employees with access to sensitive corporate data. Larger-scale campaigns may aim to collect data from as many individuals as possible or install malware for various malicious purposes. The New Future of Work Report published by Microsoft stated that security professionals had found a 62% rise in phishing campaigns over any other type of attack. Why Are Attacks Successful? Phishing scams leverage social engineering to exploit human psychology, in other words they appeal to our human nature to get a response. They often create a sense of urgency, fear, or curiosity to prompt immediate action. Official logos, familiar layouts, and language mimicking legitimate organizations add to their believability. This psychological manipulation makes it challenging for individuals to distinguish phishing attempts from genuine communications, leading to high success rates for attackers. For cybercriminals, phishing is a low-risk and high-reward activity. Compared to other cyber-crimes, it requires minimal investment but has the potential for significant financial gain or access to valuable information. Phishing can also serve as a stepping stone for more complex attacks, including those on corporate networks or government agencies, by enabling the installation of malicious software or the theft of credentials. The Evolution of Phishing with AI The integration of Artificial Intelligence (AI) into phishing schemes marks a significant evolution in cybercrime. AI algorithms can automate the creation of phishing emails, phone calls or messages, making them more personalized and more challenging to detect. These algorithms sift through extensive data sets to pinpoint the most efficient phishing tactics to provoke a response. Furthermore, AI can help create more convincing fake websites and mimic human behaviour in chatbots or emails, increasing the sophistication of attacks. This evolution underscores the need for advanced detection systems and heightened awareness among businesses and individuals. Understanding the dynamics of phishing scams is crucial in developing effective countermeasures. As these scams become more sophisticated with AI, the importance of staying informed and vigilant cannot be overstated. Different Types of Phishing Attack Email Phishing Email phishing is the quintessential model of phishing attacks, notorious for its wide net and simplicity of execution. This method involves sending out large quantities of fraudulent emails, targeting a broad audience without discrimination. The success of email phishing hinges on a numbers game; even a tiny fraction of recipients succumbing to the scam can lead to substantial data breaches or financial benefits for the attackers. Example of a phishing email Email

Blog

What is a ransomware attack?

admin / May 14, 2024

What is a Ransomware Attack? By David Bloxberg and Helen C. There are many types of cyber-attack, but ransomware attacks make-up 10% of all security breaches in 2024. A ransomware attack can be devastating to a business with the consequences reverberating through businesses for months, even years. In 2023, organisations around the world detected a staggering 317.59 million ransomware attack attempts and the UK had the second highest number of targeted ransomware attacks at over 71 million. With figures like that, it is an important topic to understand and discuss. What is a ransomware attack? Ransomware is a type of malware that is used by cyber criminals which prevents the rightful user from being able to access their own data. Kicking the user out by encrypting data, the criminal holds the rightful owner of the data to ransom to gain access to their data again. Often, the ransom comes with a deadline and the sums of money asked for can be crippling to individuals and businesses alike. This type of attack poses a daunting prospect, and is a threat that should be taken seriously. Is this a cyber-threat my business should worry about? Ransomware, now exacerbated by the advancement of technology using Artificial Intelligence, (AI), stands as a critical threat in the modern digital environment. It impacts individuals, corporations, and governmental bodies globally. This sophisticated malware is engineered to breach computer networks and encrypt files, databases, and even entire systems by denying access to legitimate users. The involvement of AI in ransomware attacks serves to escalate the complexity and efficiency of recovering from this type of breach. How serious is a ransomware attack? Some ransomware has become increasingly sophisticated, making them increasingly difficult to prevent and counteract. Using a diverse range of infective malwares including phishing emails and malicious attachments and through the exploitation of security vulnerabilities, ransomware attacks are a brutal breach of your cyber security. The aftermath of a ransomware attack can be catastrophic, leading to critical data breach, substantial financial losses, and severe reputational damage. As ransomware evolves, it becomes imperative for organizations and individuals to prioritize preventive measures, such as regular data backups, software updates, and comprehensive security training to mitigate the risks of these harmful cyberattacks. Being aware of the process of a ransomware attack is crucial to understanding why prevention is the best option for your business. Stages of a Ransomware Attack: From Infiltration to Recovery Understanding the various stages of a ransomware attack is crucial for prevention and effective response. 1: Initial Infiltration Stage: Before encryption, the ransomware must first access the system. This often occurs through phishing emails, by exploiting software vulnerabilities, or malicious downloads. Understanding the initial infiltration stage is crucial as this is the point where you can still stop the attack. 2: Installation Stage: After infiltration, the ransomware installs itself on the system. During this phase, it may also attempt to spread to other connected systems or networks, increasing its impact. 3: Data Harvesting Stage: Some advanced ransomware variants may extract sensitive data from the infected system before encrypting it. This stage adds a layer of complexity as attackers can threaten data leaks and encryption. 4: Lockdown Stage: Post-encryption, some ransomware variants display a ransom note or lock the user’s screen, making it evident that an attack has occurred and providing instructions for payment. 5: Communication Stage: If the victim engages, this stage involves communication between the attacker and victim, usually anonymously, about payment and decryption. This stage is emotionally draining for the victim and leads to a serious dilemma – pay and communicate or don’t. 6: Disclaimer and decision stage: Choosing to pay the ransom offers no data recovery guarantee. In the UK, the National Cyber Security Centre (NCSC) note that law enforcement services do not endorse this choice as it can lead to further attacks, means you are funding cyber-crime and data recovery is not guaranteed. It might encourage further criminal activities, and refusing to pay can lead to permanent data loss or public exposure of sensitive information. 7: Decryption Stage (Conditional): If the ransom is paid and the attacker is willing to provide a decryption key, this stage involves decrypting the locked files. This task alone can be technically challenging, and your computer is likely to still be infected with the malware. 8: Post-Attack Analysis and Recovery Stage: This stage consists of assessing the damage, removing the ransomware, restoring data from backups if available, and implementing measures to prevent future attacks. This stage occurs whether you choose to pay the ransom or not. 9: Reporting and Legal Follow-Up Stage: In cases where people are put at high risk there is a regulatory requirement to report the attack to the Information Commissioners Office (ICO). The NCSC should also be informed as they will be able to provide support and incident response to help mitigate the impacts, while also learning cyber security lessons to help other businesses in the future. The Financial Impact of Ransomware The financial repercussions of ransomware in 2023 were profound and widespread, significantly impacting businesses and economies. With 59% of businesses affected by ransomware globally and the cost of a ransomware attack increasing by 500% from $400,000 to $2 million this year alone, a ransomware attack can financially cripple a business. This substantial increase in incidents signifies a growing boldness and sophistication amongst the cybercriminals orchestrating these attacks. Cyber security has never been so important. The need for adequate ransomware protection is critical for all businesses, not just large organizations. Ransomware poses a significant threat to small and medium-sized enterprises (SMEs). Specific industries have been disproportionately affected by ransomware, with the healthcare sector being a notable example. This critical industry has suffered losses exceeding $7.8 billion due to operational downtime caused by ransomware attacks. Such figures underscore the sector’s vulnerability and the severe consequences that ransomware can have on essential services and patient care. Case Study: The impact of ransomware on the NHS In May 2017, WannaCry ransomware, a type of ransomware known as cryptoworm, infected computers running the Microsoft Windows Operating System. Spreading autonomously between computers, encrypting data and demanding Bitcoin ransoms, this attack

Author name: admin