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Cyber crooks ramp up for holidays as consumers relax

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As consumers slow down for the year-end break, cybercriminals are entering their biggest time of the year yet, writes DOROS HADJIZENONOS.

As consumers wind down for a much-needed year-end break, cybercriminals are entering their busiest time of year. A time when consumers are quick to snap up festive season savings and when they use their devices more for entertainment and less for work.

While most people will be reading books or letting their children play games on their devices, some will still access their work emails and documents at the beach. It is therefore crucial that businesses adopt robust, user-friendly security technology that protects users when they’re not in the office.

Ideally, all business-sensitive information should be stored in a capsule on devices that is separate from the user’s personal information. The password-protected capsule should only be accessible by authorised users and should encrypt all information stored within it so that the data remains secure if the device is lost or stolen.

Ignorance is not bliss

Information security cannot only be the responsibility of the IT department, especially when users access private and business information on one device. Not only should users take steps to protect their devices but they should also be aware of the tactics used by cybercriminals to trick people into downloading malicious apps or visiting harmful websites. They should also use common sense when granting apps permission to access information on their devices – a photo editing app does not need access to a phone’s contacts list, for example.

Festive season cybercrime tactics often involve “discounts” when shopping online or through a retailer’s app. What consumers are often unaware of is that, even though the app or URL look legitimate, they are not have been designed with the sole purpose of stealing information.

The fact that users can often bypass app stores and download apps directly from publishers’ websites has made it easier for cybercriminals to trick people. By simply sending an email that appears to come from a trusted retailer, prompting the user to download its app to receive a R200 discount voucher, hackers take advantage of unsuspecting shoppers looking to save money on their festive expenses, simply by directing them to a link that downloads a fake app.

All it takes is one click and the app will have access to a user’s camera, microphone, GPS location, contacts, calendar and anything else the user allows it to, because let’s face it, no one reads the list of permissions when downloading apps; we blindly accept the terms and conditions without a second thought. And hackers know this.

Apps behaving badly

Hackers may create an app that looks legitimate but has malware installed in it.

Consider a traveller who has arrived in a new city and wants to download a local city guide application. These are readily advertised in tourist locations with a QR code. A hacker could stick his own QR code over the poster advertising the application and the unsuspecting tourist would then be directed to the hacker’s application that looks exactly the same as the original city guide application.

Once a user has downloaded what he thinks is an app to help him find interesting city information, he will be oblivious to the fact that a hacker is monitoring his every move. And because he gave the app permission to access many parts of his phone (including photos, camera, microphone, GPS location, etc), it is possible for the hacker to view this information as well as send screen captures of whatever is displayed on the screen, which can put company information at risk even though a secure container may be used to store this information.

Multi-layered security

Just as we protect our houses with security bars, electric fencing, alarm systems, beams and guard dogs, companies also need a multi-layered security approach, so that if a hacker breaches one system, there’s a good chance he’ll be tripped up by another.

While anti-virus solutions are good at blocking known malware, they are less effective against unknown malware. Hackers can also turn known malware into unknown malware in minutes using freely available online modification tools. Security should therefore be bolstered by sandboxing and other security monitoring tools.

Once an app bypasses the anti-virus system, a sandboxing solution will emulate how the app will perform if a user were to open it and will either alert the user if it is malicious or prevent the user from downloading it.

The next level of control involves monitoring the app for suspicious behaviour once it does execute, for example, if the device’s camera still records even though it is turned off. The software will either alert the user to the suspicious behaviour or quarantine the app for further investigation.

It’s tempting to agree to download an app in exchange for 25% off a shopping cart, but users should exercise caution and investigate not only the link they are being directed to but also the information the app asks to access before installing it. It’s safer to go directly to the retailer’s website and follow the download links, or to download the verified app from an app store, than to blindly trust a link in an email or SMS.

Businesses should assume that consumers are not protecting their devices or following due diligence when downloading apps and should implement multi-layered security systems that make it difficult for malicious apps to enter the network.

Hackers will continue to prey on network vulnerabilities and human error to steal information. As long as we stay one step ahead, we can afford to relax this festive season knowing our information is secure.

* Doros Hadjizenonos, Country Manager of Check Point South Africa

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Africa News

Smart grids needed for Africa’s utilities

Power utilities across Africa should rethink their business models and how they manage and monetise their assets to keep pace with the changing energy ecosystem, says COLIN BEANEY, Global Industry Director for Asset-intensive and Energy and Utilities at IFS.

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Africa’s abundant natural resources and urgent need for power mean that it is one of the most exciting and innovative energy markets in a world that is moving rapidly towards clean, renewable energy sources. The continent’s energy industry is taking new approaches to providing unserved and underserved communities with access to power, with an emphasis on smart technologies and greener energy sources.

Power systems are evolving from centralised, top-down systems as interest in off-grid technology grows among African businesses and consumers. And according to PwC, we will see installed power capacity rise from 2012’s 90GW to 380GW in 2040 in sub-Saharan Africa. Power utilities are needing to rethink their business models and how they manage and monetise their assets to keep pace with the changing energy ecosystem.

Energy and utilities providers are transforming from centralised supply companies to more distributed, bi-directional service providers. They can only achieve this through the evolution of “smart grids” where sensors and smart meters will be able to provide the consumer with a more granular level of detail of power usage. This shift from an energy supplier to “lifestyle provider” will require a much more dynamic and optimised approach to maintenance and field service.

African companies must thus embrace digital transformation as an imperative. This transformation begins by embracing enterprise asset management to improve asset utilisation. The subsequent steps are enhancing upstream and downstream supply chain management; resource optimisation; introducing enterprise operational intelligence; embracing new technologies such as the Internet of Things, machine learning, and predictive maintenance; and becoming a smart utility.

Embracing mobility to drive ROI

Getting it right is about putting in place an enterprise backbone that accommodates asset and project management, multinational languages and currencies, new energies and markets, visualisation of the entire value chain, and mobility apps. Mobile technologies that support the field workforce have a vital role to play in driving better ROI from utilities’ investments in enterprise asset management and enterprise resource planning solutions.

Today’s leading enterprise asset management solutions feature powerful functionality for mobile management of the complete workflow of work orders – from logging status changes and updates, from receiving and creating new orders to concluding the job and reporting time, material and expenses. Such solutions are easy to deploy and intuitive for end users to learn and use.

Importantly for organisations operating in parts of the continent with poor telecoms infrastructure, connectivity is not an issue. The solutions work offline and synchronises when network connectivity is available. Users can work on any device—laptops, tablets, and smartphones—commercial or ruggedised.

By ensuring that field technicians have easy access to information and processes, the mobile solution enables technicians and maintenance engineers to easily do the following tasks:

·         Create a new work order on the fly and log new opportunities

·         Access both historical and planned work information when requested

·         Permit customers to sign when the job is completed

·         Capture measurements and inspection notes on route work orders

·         Create new fault reports on routing

·         Facilitate documentation through photo capturing

·         Provide easy access to technical data and preventive actions.

The power of mobility allows the engineer to be the origin of all data capture on a service event. They can easily inquire on asset history, record parts used or parts needed for repair, record labour hours, and expenses as they occur, and any notes of repairs performed. When coupled with workforce management tools, such solutions unlock significant productivity gains for utilities who are trying to get the most from their workforce and assets.

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Brands fall for app vanity

The experience of a mobile screen full of icons, representing independent apps that your need to open to experience them, is making less sense. Instead, businesses should serve customers with an ‘app-like’ experience inside the digital platform they already use, says PIETER DE VILLIERS, Group CEO at Clickatell.

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Many brands remain obsessed with creating mobile apps. This not only defies trends that point to increasing consumer app apathy, but can exclude a sizeable portion  of your customers in emerging economies. Companies need to engage with their users where they are rather than forcing them onto an app, in what can only be described as brand vanity. 

In 2017 there were around 2.2 million apps available in the iOS app store and over 3 million on Google Play. And, while the number of apps being downloaded continues to rise, analysis shows that consumers are only using 30 apps per month and accessing just 9 on a day-to-day basis. 

While these numbers still seem attractively high, in reality the majority of the apps we use are for messaging (like Facebook Messenger, WhatsApp, and WeChat) and our social networking, gaming, leisure, dating or utility activities. 

Despite the facts, the application strategy as the holy grail for digital transformation is still being pushed even within large progressive brands. What’s more, some advertising agencies and digital consultants are still pushing apps as the best means for companies to connect with their customers. This has resulted in some organisations stubbornly doubling down on app strategies which are simply not showing return on investment (ROI). 

It’s not immediately clear to us whether the fascination with apps is a roll-over from long overdue projects or whether brand owners equate a mobile-first strategy with a mobile app. Mobile-first in 2018 means customer first, and therefore embracing chat commerce in order to deliver services with convenience and simplicity in mind. 

Why apps won’t win the internet

The problem with apps goes beyond user fatigue. In the first instance, many apps are poorly designed, assuming technical sophistication which may not match reality for the average customer. Poor user interfaces and attempts to provide complex engagement can result in even the best ideas missing their targets due to lack of engagement. 

Secondly, we all know that economic realities drive consumer behaviour. In Africa, new mobile phone users typically opt for feature phones over smartphones. With a longer battery life and a much more accessible price point, feature phones still allow for a basic internet connection, chat platforms like WhatsApp, and call and message functionality. In these regions, the cost of an app – even if it’s free – goes far beyond installing it. Constant updates require reliable and cheap access to the internet. For the average phone owner in an emerging market, this can be a serious challenge. 

Thirdly, and most importantly, apps must be relevant to their intended market. Frequency of usage is a key measure of relevance. 

Apps which are used on a daily basis, like health and fitness trackers, enjoy constant engagement. New features which are added are eagerly awaited by users who are happy to update their apps. 

However, users may well question the relevance of the app if they are required to conduct updates on a monthly or even weekly basis when they are only making use of the app once or twice a year. 

On average, I download one app per quarter. Some I use more frequently than others, but all of these apps need to be regularly updated to maintain security, update features, and fix bugs. Many apps are pushing out updates much more frequently. I noticed over the past year that I could go from having all apps updated, to 32 apps requiring an update in five days.

When it comes to a customer-first digital strategy, companies should be asking themselves if an app is really the best way to reach their target audience. 

In fact, at the end of 2016, Gartner predicted that by 2019, 20 percent of brands would ditch their mobile app. What’s more, in its 2018 predictions, the company forecast that by 2021, more than 50 percent of corporations would spend more per annum on bots and chatbots than on mobile app development. 

So, we need to ask, what is the alternative for CIOs, CDOs, CMOs, and digital leaders who are looking for ways to reach, retain and grow their customer base? 

The logical app alternative 

The old battle advice goes: fight your enemy where they are not. Military strategists agreed that having your enemy come to you and fight you on your own terms was preferable. In a world where customers have access to thousands of offerings and millions of deals online, we need to flip that idea to Meet Your Customers Where They Are. 

Any marketeer will tell you just a how difficult it is to drive app downloads. Development, cross platform testing and user interface aside, the marketing campaign required to get customers to download the app can swallow entire annual budgets and still come up short. 

Looking at the facts, it makes infinitely more sense to work within the digital platforms already being used by your target audience. 

Clickatell is already enabling chat commerce for some of the leading global brands with its Touch solution. This allows organisations to serve their customers with an ‘app-like’ experience inside the chat or browser platform of their customer’s choice (Twitter, Facebook Messenger, etc.) 

Brands can now send an actionable Touch link such as ‘find the nearest ATM’ or ‘reset my password’ within a chat stream that will open an intuitive touch card without the user having to download an app to perform the action. Services can also be linked to the in-app experience for brands not looking to abandon their app efforts. 

Working with our clients, many of whom are global innovators and thought leaders, we’ve found that having the courage to design with an ‘end user first’ approach and dealing with the back-end complexity behind the scenes results in cost efficient customer delight and ROI. 

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