Jo Causon, Chief Executive of The Institute of Customer Service, recently highlighted a shift that every organisation needs to take seriously. Data integrity has become the new currency of customer trust. In a world where personalisation and convenience drive expectations, customers want reassurance that the information they share is protected.
Cyberattacks now happen every day across UK organisations. They are no longer unusual or surprising. What separates resilient businesses from vulnerable ones is how well they prepare, how they respond and how transparently they communicate with customers and employees when something goes wrong.
Cyber incidents are customer experience incidents
Cyberattacks do not stay confined to IT teams. They spill straight into the customer experience.
Recent high-profile breaches across retail and automotive sectors show just how quickly a cyber incident can hit revenue and consumer confidence. One major cyberattack even contributed to the UK’s downgraded GDP figures in Q3/2025.
Customers feel the impact first. They deal with service interruptions, delays, lost access and in the worst cases, identity theft or fraud. For organisations, the consequences last even longer. A single breach may be forgiven. A second breach usually is not. Customers expect companies to learn, adapt and have a stronger plan in place next time.
Personalisation depends on trust
Personalisation only works when customers willingly hand over their data. That willingness is weakening.
The latest UK Customer Satisfaction Index shows a worrying gap. Only 25% of customers believe organisations do enough to protect their personal data, yet 44% feel frustrated by the security protocols already in place. Businesses now need to walk a fine line between building trust and delivering ease.
The supply chain factor
Even organisations with strong internal protections face risk through their supply chains. io reports that 61% of companies experienced a supply chain related breach in the last year. Consumers do not distinguish between a supplier failure and the brand they bought from. Responsibility sits firmly with the main organisation.
Reputation rests on data integrity
There is a clear difference between a company that does everything it reasonably can to protect its systems and one that overlooks basic cybersecurity practices. When a breach hits, customers notice the difference.
Reputation rests on consistency, clarity and the integrity of the data you hold.
NRG’s perspective: the people behind protection
At NRG, we see the direct link between strong cybersecurity and strong talent. Organisations are investing in specialists who can strengthen technical controls, reduce human error, test and uplift standards, support incident response and build cultures where security awareness becomes part of everyday behaviour.
The human element sits at the centre of this. Around 95% of successful UK cyberattacks stem from human error. Technology alone cannot close that gap. Skills, culture and leadership do.
As cybersecurity recruitment specialists, we help organisations find the talent that turns preparation into protection.
Why HR and senior leaders need to be part of the conversation
This is why our upcoming seminar, The Exchange, focuses on both Executive Cyber Preparedness and Responsible Business Leadership. When systems fail, payroll stops or employee data appears on the dark web, it is HR teams and senior leaders who take the lead. These situations test communication, culture, trust and decision making.
Cyber resilience is not only a technical responsibility. It is a leadership responsibility.
Preparing for what comes next
As threats rise and customer expectations sharpen, organisations need to:
Invest in skilled cybersecurity talent
Prepare for breaches as part of their customer experience strategy
Communicate quickly and transparently
Strengthen oversight of their supply chains
Build cultures where accuracy and data integrity are non-negotiable
Businesses that get this right protect more than data. They protect their employees, their customers and their long-term reputation.
Join us at The Exchange
For HR Directors, Chief People Officers, Heads of HR and senior business leaders who want deeper insight into the human element of cyber risk, The Exchange offers timely guidance from experts in law enforcement, responsible business and people leadership.
Places are limited. To register your interest, contact Catherine Hingstonat catherine.hingston@nrgplc.com.