The 10 Most Innovative Compliance Assessment Service Provider 2021 July2021

Editor’s Desk

Duetotheconstantlychangingregulatory

Helping Organizations in Meeting Security, Statutory, Regulatory and Contractual Obligations

environment,organizationsarewitnessinga greaterdegreeofcomplianceriskthaneverbefore. Theyhaveunderstoodtheimportanceofhavingasound complianceprograminplaceandthus,arepartneringwith therightcomplianceassessmentsolutionsprovider

Complianceassessmenthelpsorganizationstoexactly understandthecurrentstateoftheirbusinesses.This requiresanin-depthaswellasdisciplinedassessmentofthe organizationstounderstandthedifferentvulnerabilitiesthey areexposedto.Iftheorganizationsdon'tmeetthe compliancestandards,thepenaltiescanbehuge,leadingto financiallossandlossofreputation.Theauditsand complianceassessmentsintheorganizationsareessentialto sustaintheviabilityoftheirsystemsandavoidviolationof thelawbymeetingsecurity,statutory,regulatory,and contractualobligations.Innovativecomplianceassessment serviceprovidersunderstandtheimportanceofmanaging riskforachievingacompliant,secureITenvironment,and suchprovidersaregoodathelpingorganizationsmeetall obligations.Theseprovidersofferservicesthatsupport increasedcompliancestandardsandbetterdataaswellas networkprotection.

Abidingbythebasicandevolvingregulatoryand compliancestandardsisessentialfororganizationsto enhancethesecuritysystemmoreandmore.Itisnecessary forallorganizationstotakethehelpofcompliance assessmentserviceprovidersinmeetingallcompliance requirements.Duetotheservicesofthecompliance assessmentserviceproviders,organizationscancontinue functioningefficientlywithoutanyrisk.Theyhelp organizationsinbridgingthegapbetweenexisting adherenceandevolvingadherencetoalltherulesand regulations.

Moreover,complianceserviceprovidersprovide innovative,affordable,andefficientcompliance servicestohelporganizationsinmeetingtheir security,statutory,regulatory,anddifferent contractualobligations.Theyadoptastrategic approachformeetingalltheseobligations.These serviceprovidersnotonlyimprovethesecurityof organizationsbutalsoenhancetheirassetutilization morediligentlyandefficiently Theystrengthenthe riskmitigationcapability,governance,andvarious complianceprogramsoforganizations.Theyenhance theperformanceandprofitabilityoforganizations throughtheiraffordableservicesandgivethema competitiveedge.

Inthiseditionof"The 10 Most Innovative Compliance Assessment Service Provider, 2021",we havehandpickedthosecompaniesthatarehelping organizationsreducevulnerabilities,increaseoverall security,andfunctionmoreefficiently.

Onthecover,wehaveSpecializedSecurityServices, Inc.Asaglobalcomplianceleader,Specialized SecurityServices,Inc.(S3Security)assists organizationswithdevelopingandmaintainingtruly secureenvironmentswithoutlimitingbusiness growth.

Foundedin1999,S3Securitybridgesthegap betweentheirclients'businessgoals,cybersecurity needs,andcompliancerequirementstobecomea trustedandvaluedsecuritypartnerforlife.

Asyouwillflipthepages,youwillgettoseemore suchcompanieswiththeirexceptionalcompliance assessmentsolutions.

Let'sDigIn!

Sharad Chitalkar

16 Eliminating Risks MinimizingVulnerabilitiesand MaximizingSecurity

24 Leader’s Viewpoint RiskTransfertoRiskMitigation: AJourneyof InnovationThrough Uncertainty

20 Etech Global Services DeliveringEortless,Exceptional, andPersonalCustomer Experiences

32 Expert’s Insights TheScienceof Change Leadership

28 Ondato CombatingFraudinDigitalSpaceby MakingIdentityVerication Simpler,Better,andFaster

SME-SMO

Circulation

Business

CompanyName

FeaturedPerson

BassamAl-Khalidi CEO Axiad axiad.com

Cavelo cavelo.com

EtechGlobalServices etechgs.com

Faception faception.com

MEGAInternational mega.com

NAVEXGlobal navexglobal.com

JamesMignacca CEO

MattRocco PresidentandCEO

RonnieMizeChiefSecurityOfficer

ShaiGilboa CEO

LuciodeRisi CEO

BobConlin CEO

LiudasKanapienis CEO Ondato ondato.com

SpecializedSecurity Services,Inc. s3security.com

SkyboxSecurity skyboxsecurity.com

HankEdley, SeniorVicePresident (SVP)ofCyberSecurity ComplianceServices

GidiCohen CEO

Axiaddeliversanagile,user-centricidentityplatformthatis trustedacrossleadingenterprise,government,healthcare,and financialorganizations.

Caveloplatformcontinuouslyscansyourcompany'scloud applications,cloudhostedserversandon-premisesserversand desktopstoidentify,classify,track,protectandreporton sensitivedata.

EtechGlobalServicesisaservantleaderorganization committedtomakingaremarkabledifferenceforeachother

FaceptionisanIsraelistartupthatdevelopedandmarketsa FacialPersonalityAnalyticsTechnology

MEGAInternationalisaglobalsoftwarecompanyand recognizedmarketleaderforovertenyears.

NAVEXGlobalhelpsyouidentify,addressandmanagethefull rangeofrisksacrossyourentireenterprise.

Ondatoprovidesacompletecompliancemanagementsuitein regardstoKYCprocedure.

SpecializedSecurityServices,Inc.(S3)developsandmaintains custom-tailoredcybersecurityprograms,soyoucanelevate securitytowhereitbelongs—topofmindandtop-down.

SkyboxSecurityprovidesaholisticviewofcomplex,hybrid environmentsandtheinsightsneededtoprotectthemodern enterprise.

vArmour varmour.com

TimEades CEO

vArmouristheleadingproviderofApplicationRelationship Management.

S S pecialized ecurity ervices, Inc. S

ATrustedSecurityPartnerforLife

As more and more assessments become standard regulatory requirements, there has to be a better way, to achieve compliance.

‘‘

Hank Edley

SVP Cyber Security

Compliance Services

S3 Security

Withtheever-increasingattackstargeting organizations’dataandnetworks,asecuredIT infrastructurehasbecomemoreimportantthan ever Asaglobalcomplianceleader,SpecializedSecurity Services,Inc.(S3Security)assistsorganizationswith developingandmaintainingtrulysecureenvironments withoutlimitingbusinessgrowth.Thekeytotheirsuccess isdevelopinganunderstandingofeachclients'unique business,culture,environmentandstaff.

Foundedin1999,S3Securitybridgesthegapbetweentheir clients’businessgoals,cybersecurityneeds,and compliancerequirementstobecomeatrustedandvalued securitypartnerforlife.

S3Securitydevelopsandmaintainscustom-tailoredcyber securityprograms,toelevatesecuritytowhereit belongs—topofmindandtop-down.Forovertwodecades, thisexpertteamhassuccessfullyassistedorganizationswith theimplementationandoversightoftheirinformation security,privacy,andregulatorycomplianceprograms. Infact,thecompany’sproficiencydatesbackfurtherthan themostrecognizablesecuritycomplianceassessment,the PaymentCardIndustryDataSecurityStandard(PCIDSS), whichwasestablishedin2006.Priortothis,S3Security conductedpaymentcarddatasecurityassessments,directly forthepaymentcardbrandsthemselves.

ThisbreadthanddepthofexperiencegivesS3Securitya uniqueperspectivethatenablesthemtoprovidetrusted adviceandprojectmanagementinallareasofcyber security,informationsecurity,andcomplianceincluding PCI,NIST,GDPR,ISO,HIPAA,CCPAandHITRUSTto nameafew.

AConversationwithS3Security’sSeniorVice President,HankEdley

HankEdleyistheSeniorVicePresident(SVP)ofCyber SecurityComplianceServicesatSpecializedSecurity Services,Inc.Hankutilizeshisdecadesofexperiencein consultingandassessingcomplexnetworkingenvironments forFortune-rankedcompaniestoleadhistalentedteamof CyberSecurityAssessors.Together,theyassistclientsofall sizesandwithmultiplepaymentchannelsincompleting cybersecurityassessmentsacrossmanyframeworks.

InaninterviewwithInsightsSuccess,Hankshedslighton howS3Securityishelpingbusinesseselevatesecurityto whereitbelongs-topofmindandtopdown.

‘‘

‘‘ S3 Security helps enterprises focus on the critical aspects of business by building a security strategy to win the war of resources –maintaining compliance without disrupting growth.

Belowarethehighlightsoftheinterview:

WhatledtotheinceptionofSpecializedSecurity Services,Inc.?

TheCEO,MitchelleSchanbaum,foundedthecompany withherhusbandScottSchanbaumattherequestoftheir clientsin1999.Atthattime,theindustrywasbrandnew andexperiencingdramaticgrowthandchange.Thecouple hadworkedforothertechnologyfirmsthatweregoing public,goingunder,beingbought,andsold.

Mitchelledescribeshowoneyeartheyhadsixdifferent W2’sbuthadneveractuallychangedjobs—that’show manytimestheirdepartmentchangedhands.Infact,itwas afterthecompanytheyworkedforwentunder,whilegoing publicthattheymadethedecisiontolaunchS3Security MitchelleandScotthadsucceededinestablishingstrong relationshipswiththeirclients,whoencouragedthemto opentheirownbusiness.Theirclientstrustedthemastheir cybersecurityadvisorsandwantedtoworkwiththem, regardlessofwhatcompanyemployedthem.

Andthat’showS3Securitywasfounded—basedon relationships,expertise,andpartnership—allofwhichhave leadtothecompany'ssuccessandarestillprioritizedtoday.

Relationshipsandpartnership.Howdotheseinfluence thewayS3Securitydoesbusinessandhowdoclients benefit?

Clientrelationshipsandclientsuccesshavebeen foundationaltoS3Security.Ourfocushasalwaysbeento providevalueandworktogethertoassistclientsin achievingtheirsecuritygoals.Thisapproachismutually beneficialbecauseourclients'successequatestoS3 Securitysuccessandresultsinlong-lastingpartnerships.

Thecompanytakesanactiveinterestinourclients,getting toknowthepeople,theirenvironment,andbusiness priorities.Ourteamactivelylooksforwaystocontributeat ahigherlevelbycollaboratingwithourclientstodevelop long-termsecurityandcompliancestrategies.Butwedon't stopthere.Wecontinuetoassistandprovideguidance throughtheirlifecycle.

Buildingthisrelationshipmeansourclientsreceivethe benefitofourexpertiseandtimeassistingwithsettingshort andlong-termstrategicgoalsandregularmonitoringand measuring.Butitalsoallowsustoprovidemeaningful recommendations,basedonthedeepknowledgethatis developedoftheclient'sbusiness,environment,and controlsovertime.Asaresult,webecomeavaluable resourcewhendirectionortargetsneedtobeadjusted.Our clientsincludeusinnotonlytheexecutionofcurrent initiatives,butalsointheplanningofnewones.

HowdoesS3Securitysustainthisinthecurrent unpredictablemarketamongsthecticcompetition?

Thecompanydoesnotwastemuchtimelookingaroundat itscompetition—orworryingaboutwhateveryoneelseis doing.Itpreferstofocusitsgazeforward—ontheclients andtheindustryasawhole.ThisapproachhasallowedS3 Securitytoprioritizewhattrulymatters-ourclientsandour people.Focusingonthosetwothingstrulysetsusapart,and hasneversteereduswrong.

Howdothecompany’ssolutionsdifferfromthe competition?

OursolutionsarebasedheavilyonourServiceDelivery professionals.Wehavebeenworkingtogetherasateamfor over15years,andourcollectivecybersecurityand complianceexperiencespansmorethanthreedecades.We bringcontinuityaswellassharedknowledge,experience, andanexceptionallevelofcollaborationtoeachclient relationship.Whenclientshireus,theygainaccesstoan

‘‘

‘‘ S3 Security bridges the gap between your business goals, cyber security needs and compliance requirements.

entireteamofprofessionalswithabroaddepthof experienceratherthanbeinglimitedtothatofoneortwo individuals.Thisaccessandperspectivetrulydifferentiates S3Securityfromothercompaniesandcontributes significantlytothecollaborativepartnershipenvironment.

HowhasS3Securityhandledthechallengesofthepast yearandthepandemicimpact?

Challengesalwayspresentopportunities.Itiseasytobea trustedclientadvisorwhentimesaregood.Thepastyear hascertainlybeenchallenging;however,whenthingsare toughyoureallyfindoutwhoyourfriendsandpartnersare, bothpersonallyaswellasprofessionally

Weareproudtohaveprovidedcreativesolutionsand remainedflexibletohelpourclientsnavigatethebusiness impactsandchallengesofthelastyear.S3Securityisbased onserviceandbeingthattrustedpartnertoourclients throughthebestandworstoftimes.Fromthatperspective, thisyearwasnodifferent—exceptitgaveusthe opportunitytodemonstrateourcommitmentanddistinguish ourselvesintheprocess.

Howdoyoumeetthecurrentcybersecuritychallenges withsuchashortageofqualifiedpersonnel?

Staffingchallengesinthisindustryarealwayspresent,even inthebestoftimes.Inrecentyears,thedemandforcyber

securityprofessionalshascertainlyoutpacedthesupplyand thattrendisonlyforecastedtowiden.Manyclientshave openrolesthatremainunfilledforlongperiodsoftime, leavinggapsintheirteamsbothintermsofknowledgeand capacitytoaddressallcriticalneeds.

Traditionally,thecybersecurityindustryhasidentifiedand targetedestablishedandexperiencedprofessionalswith highlytechnicalbackgrounds.Whenorganizationscannot findthem,theywilloftenreachouttocompanieslikeS3 Securitytoprovideassistancewithprojectsleftunfilled.

S3Securityiswellsuitedtomeetthisneedforourclients, steppinginwithourexperiencedprofessionalsand providingthetalentandmanpowertoassistasneeded; however,evenweareforcedtoacknowledgethereisa significantshortageofqualifiedcandidatestofillnecessary positions.

Weembracethisopportunitybytakingamulti-faceted approachtobuildaclientservicedeliveryteam.

Oneoptionisrecentcollegegraduates.Thereare · advantagestorecruitingfreshtalentfromuniversities.

Whilelackingindustryknowledgeandyearsofservice experience,thesehiresarewellversedwithcurrent technologiesandsoftwaretomodernizeassessmentsand

‘‘ ‘‘ Our assessors and engineers have a proven track record of success and an intimate understanding of the latest security technologies and vulnerabilities.

bringfreshoutlooksandapproachestotheteam.

Theotheroptionistohiretransitioningprofessionals.

· S3Securityrecruitstopcybersecurityprofessionalsas mentorsandthenpairsthemwithothertalentedindustry professionalswhohavebusinessexperiencebutare interestedintransitioningtoacareerincybersecurity

Theresultisarespectedgroupofprofessionalswhocan bothprovidethetrustedcybersecurityguidancethey expectfromS3Securityandalsounderstandourclient’s perspectiveandbusinesschallenges.

Thismulti-facetedapproachgivesourclientsthebenefitsof adiverseteamofexpertswithabroadbackgroundinboth businessandcybersecurity.S3Securitycanprovidethat trustedinsightandguidancetoourclientsbecausewe understandtheirchallengesandcanlinkthepiecestogether.

Infact,thismethodologyhasbeensoeffectivethatour clientshavereachedouttoustoassistthemwithfulfilling keypositionsontheirteamsaswell.

Howareyourcompany’ssolutionschangingwiththe advancementintechnology?

Havingbeeninthisindustryforover20years,Ihaveseen manychangesintheITsecurityassessmentlandscape,

whichisconstantlyevolvingandgrowingtoaddressthe latestsecurityrisks.

AtS3Securitywetrytoproactivelyanticipatetheneedsof ourclients,andtherefore,spendalotoftimeplanningwhat assessmentsofthefuturewilllooklike.

Weregularlyaskourselves,howdowemeetthefuture assessmentneedsofourclients?Todaymanyclientsare requiredtocompleteavarietyofsecurityassessmentsas partoftheirprogram.Manyfeelstuckinaconstantcycleof starting,workingon,orwrappingassessmentsforvarious frameworks,treatingeachoneseparatelyandperforming themonebyone.Whatusedtobeamanageableassessment scheduleforoneortwoframeworkshasexpanded significantly,withsomeclientsjugglingnumerous assessmentsallyearlong,taxingresourcesandcausing manycompaniestoreachabreakingpoint.

It’slikebeingtrappedlikeBillMurrayinGroundhogDay, relivingtheassessmentschedulesoverandoverinaneverendingloop,despitemanyframeworksevaluatingsimilar securitycontrols.

Wedidnotgethereovernight;ithasbeenbuildingforsome timebuthasacceleratedwiththerapidexpansionand impactofprivacyregulationsacrosstheglobe.Asmoreand moreassessmentsbecomestandardregulatory requirements,therehastobeabetterway,toachieve compliance.

ThisiswhyS3Securityhasbeenworkingwithourclients tobundleassessments,totransitionoperationallytoa commoncontrolframeworkandtomodernizeour assessmentprocess,gainefficiency,reducebusiness stakeholderimpact,andleverageautomationtechnologies.

Minimizing VULNER Maximizing

Eliminating Risks

and VULNERABILITIES

Maximizing SECURITY T

heworldisrapidlygoingdigital.Butwiththeevergrowingdigitalization,cyber-attacksarealso evolving,andvaluableorganizationaldatais vulnerabletosuchattacks.Today,manyorganizationsface theriskoflosingtheirvaluableinformation.Toprotecttheir mostvaluableinformation,theseorganizationsneedtohave asecuredITinfrastructure.

Thisiswherecomplianceassessmentsolutionsproviders stepin.

Theservicesfromthecomplianceassessmentservice providersarefundamentalfororganizationstoensurethey aremeetingtheircompliancerequirementstocontinue functioningwithoutanyrisks.Complianceserviceshelp businessesensuretheirtechnologyinfrastructuremeetsthe essentialregulatorystandardsonthenationalandindustryspecificlevels.Adheringtothefundamentalregulatory standardsbyorganizationsisessentialforensuringthe coherencyandstrengtheningthesecuritysystemmoreand more.

Regulationsintheindustrykeeponconstantlyevolvingdue toemergingrisks,differentinnovations,andenvironmental trends.Complianceassessmentserviceprovidershelp organizationsandclientsstayuptodatewiththelatest regulatorystandardsbyclosingthegapintheprocessesof theorganizationsormethodsoffunctionality.Asperthe need,acomplianceassessmentserviceprovider incorporatestheorganizations'changestoenhancesecurity andsafety

Theassessmentserviceprovidersassesstoseethatwhether thereareanygapsinmeetingtherequiredstandards.Inthe caseofgaps,theyfigureoutthenecessarychangesthat needtobedoneandtakeactionsaccordinglytobridgethe

gap.Sometimestobridgesuchgaps,theymayasktheir clientstoregisterforspecificcertificationstomeetevolving regulatorystandards.Incorporatingthechangessuggested bythecomplianceassessmentserviceprovidersareforthe ultimatebenefitoftheclients,andthereforeitisadvisable forbusinessestogoaccordingtotheinstructionsofthe complianceserviceproviders.

Complianceservicesareanintegralpartofcybersecurity servicesthatprotectbusinesses,clients,ororganizations fromthedangerousandever-evolvingthreatsfrom cybercrimegiants.Theseproviders,withtheirinnovative methodsandtechnologies,trytheirlevelbesttominimize thevulnerabilitiesandthreatstothevaluableinformation, dataandservicefunctionalitiesoftheorganizations.Inthe growingdigitalizedworld,nocompanycanaffordnotto relyontheservicesofcomplianceassessmentservice providers.

Takingtheservicesofcomplianceserviceprovidersisan absoluterequirementforallbusinessestoensurethatthey arenotcomplacentinensuringthesafetyoftheir organizationaldata.Itisalwaysthebestapproachtotake thenecessaryprecautionsthanregretlateron.Complacency isdangerous.Noamountofregretisenoughifsomeloss happenstothebusinessduetobeingcomplacent.So,itis alwayssafetoensureandstrengthenthesafetyofthe organizationbytakingdueprecautionsandacceptingthe necessaryservicesoftheseproviders.

Moreover,theydeterminethescopeofpotentialhazards accordingtoacompany'sstructure,size,function,and location.Withthehelpoftheseproviders,businesseswill beuptodate,andtheywillnothavetopayanypenalty chargesfornotmeetinggovernmentorregulatorystandards orperformingcomplianceassessments.Theyensurethe protectionofbusinessesfromalltypesofthreats,both externalaswellasinternal.Withgoodcomplianceservice providers,businessescanfocusontheirsustainablegrowth withouthavingtoworryaboutanytypesofvulnerabilities andthreats.

Etech Global Services Delivering Effortless, Exceptional, and Personal Customer Experiences

Inrecenttimes,thereisarisingneedforpersonalized andengagingcustomerexperiencesacrossbusiness verticals.Theplatformsthatfacilitatetransforming customerengagementintorevenueopportunitiesand enhancingbusinessgrowtharebecomingmoreimportant. EtechGlobalServicesunifiesallcustomerengagement channelsforbettercustomerserviceexperiencesandhelps themmakewell-informeddecisions.Itisaservantleader organizationcommittedtomakingaremarkabledifference foreachother,itscustomers,andwithinitscommunities.It providessuperiorcustomerexperiencesandinnovative solutionsthatenableclientstobuildstrongerbrands, strengthencustomerrelationshipsandgainmarketshare.

DynamicLeadership

AtthehelmofEtecharetwodynamicleaders,MattRocco andRonnieMize

MattisthePresident/CEOofEtechGlobalServicessince 2013.Heisa35+yearsveteranofthecallcenter/BPO industry.Inthepast34years,hehasspenttimeinevery facetofcallcenteroperationsandoutsourcingprocesses. Heiscommittedtosharinghisexperiencesandhelping others.In2003,hewaspartofaninvestmentteamthat startedEtechGlobalServices,amultinationaloutsourcing organization.FromitshumblebeginningsinNacogdoches, Texas,Etechhasgrowntoover3,000employeesthat provideworld-classsolutionstoFortune500companies fromitslocationsintheUS,India,andJamaica.

AsEtech’sChiefInformationSecurityOfficer,Ronnieis responsibleforallaspectsofinformationandcorporate securityandadherencetolegislativelymandatedprivacy controlstandards.Hisextensivebackgroundintechnology systemsallowshimtoworkcloselywithtechnologyteams

tocreateinfrastructuresandprocessesthatmaintain compliancewithgovernancestandardssuchasISO 27001/27701,SOC2,PCI-DSS,HIPPA,GDPR,etc.other Privacycontrols.

ALeadingProviderofCustomerEngagementSolutions

Etechhasbeenaleadingproviderofcustomerengagement solutionsformanyoftheworld’smosttrustedbrandssince 2003.Thecompanystartedwithjustonecontactcenterin thesmalltownofNacogdoches,Texas,withroughly400 employeesandnowhastakenleapsandboundstobecome aglobaleightsitecompanyemployingalmost3,000people acrossTexas(Dallas,Lufkin,Rusk,&Nacogdoches), Florida(PalmBeach),Jamaica(MontegoBay),&India (Gandhinagar&Vadodara).Allofthiswasaccomplished withnomergersoracquisitions.ThecoreteamofSenior Managementattributesthissuccesstonotjusttheservices Etechoffers,butmostimportantly,thecultureEtechhas ingrainedintoeachoneofitsemployees.

MakingaRemarkableDifferencewithPhenomenal Experiences

Etech’ssuiteofservicesincludesinboundandoutbound customercare,qualitymonitoring/analytics,email,live chat,socialmediamonitoring,customercare,technical support,backoffice,andsoftwaredevelopment.Allof Etech’sservicesarederivedwiththecommongoalof “To make a remarkable difference and create a phenomenal customer experience for our clients and their customers.”

Currently,Etechpartnerswith47clientsandmanages upwardsto100millionvoiceinteractions,25millionchat, andemailinteractions,andcompletesapproximately24 millionqualitymonitoringevaluationsperyear.

Matt Rocco, President /CEO

Etech Global Services

Ronnie Mize, Chief Security Officer

Etech Global Services

ExemplifyingCharacterCommitments

ItisEtech’speople-firstculturethathasledthecompanyto whereitistoday WhetheritscustomersareinVadodaraor Dallas,thecultureremainsconsistent.Onewherecreativity, accountability,andcourageareencouragedfromallteam members.AspartofitsExecutiveTeam’sstrategy,it createdalistof12CharacterCommitmentsthatitsclients seebrandedthroughoutitscompany.Theseare:

Ÿ Creativity

Ÿ Courage

Ÿ Communication

Ÿ PositiveInfluence

Ÿ Integrity

Ÿ Humility

Ÿ Accountability

Ÿ Adaptability

Ÿ Teamwork

Ÿ Teachability

Ÿ Vision

Ÿ Valuing-People

Etech’ssuccesscanbeattributedtothese12-character commitments.Theyaretheveryfoundationofthe company.Regardlessofposition,eachemployeeinthe organizationistrainedandstrivestoexemplifythese characteristicsineverythingtheydo.

People-centricApproach

Etech’skeydifferentiatorfromitscompetitorsisitspeople. Etechinvestsheavilyinnotonlytraininganddevelopingits agentsbutalsoitsleadership.Theclient’smission,vision, andcultureareinstilledintotheagents,andtheybecomean extensionoftheirbrand.Itsrigoroustrainingprogramsare designedinsuchawaythattheagentshavefullproduct knowledgebeforetheyevenstartinteractingwiththe customers.

Belowareitsstate-of-the-artunitsthatkeepEtechstay aheadofthecurve:

Etech Insights

Etech’sQualityMonitoringdivision,EtechInsights,is innovativeanduniqueinitsapproachtototalquality management.Itprovidesacreativecombinationofpeople, processes,andtechnologytodeliveraqualityexperience thatsupportsallfacetsofthebusiness.Etech’sfocusisto improvecustomerexperienceusingthelatesttechnologies. Itcombineshumanintelligenceandthepowerofartificial

Etech’s innovative technology solutions and experienced leaders understand your business needs and recognize the strategic insights your brand needs to drive results. “ “

intelligencetoidentifyperformance-enhancingbehaviors andvoice-of-customerinsightsthatarenoteasily identifiablethroughtraditionalqualitymanagement.Its cutting-edgevoiceanalyticssoftwareiscombinedwith industryexpertisetodeliveracustomerhandlingsolution thatincorporatesagentcoaching,businessinsights,and customerexperiencedriversintoa360-degreeapproachto quality.EtechleveragestheexpertiseofQuality ManagementexpertsandDataScientists,whospecializein listeningwithananalyticaleartofindtheheardand unheardperformancefactorsincustomerinteractions.

Etech Technology Solutions

EtechTechnologySolutions(ETS)isthetrustedand globallyacceptedTechnologyPartner,servingmultiple leadingbrandsWorldwide.Withateamof150+Members underoneroof,thetechnicalresourcesofETStransform businessrequirementsintoreality.ETSdeliversinnovative technologysolutionsinthemostsecureenvironment empoweringitscustomerstogrowexponentiallyby convertingdataandinsightsintointelligence.Itsservice solutionincludesWebsiteDevelopment,Software Implementation,EnterpriseAISolutionDevelopment, Software&ProductDevelopment,ITStaffAugmentation Services,Application&ReportingDevelopment,Database Administration,CorporateSecurity,DesktopSupport, NetworkAdministration,CTI,andTelecommunications Administration.Itsservicesolutionenablesanorganization tofullymanageitsinfrastructureorallowitsexperienced personneltomanagethecompany’stechnologytowhatever extentisneeded.EtechTechnologySolutionsprovides 24/7/365 “Follow-the-Sun” supporttoitsclientele.Its

technicalexpertiseprovidescustomerswithproactiveand cost-effectivesolutions.Thesesolutionshelpdrivedown thecostoftechnologywhileprovidingserviceandsupport thatisamongthebestintheindustry

HavingCompliancewithRegulations

Thegrowingneedtocomplywithregulationsrelatedto dataprivacy,businesssecurityfunction,andIT infrastructurehascompelledmanyorganizationstoadopt enterprisegovernance,risk,andcompliancesolutions. Etechhasevaluatedeachlineofbusinessanddocumented allinformationtypesaswellashowdataflowsthroughout eachsystemandwherethedataultimatelyresides.It centersongovernancecontrolsthatalignwithitsbusiness processesanddataflow/typessuchasISO27001,27701, SOC2,HIPPA,etc.

EnlighteningYoungerOnes

Whileadvisingbuddingentrepreneursandstartupsaspiring toventureintotheCybersecurityindustry,Mattsays, “Knowledge of the industry is paramount to being successful. When you are approaching a business from a cybersecurity perspective, it is important to understand the business and what you are trying to protect. There must be a balance between business productivity and security.”

“Sometimes we see where security controls are too tight and cripple the business. This could be more detrimental than a breach in some cases. On the other hand, security can be far too lenient, resulting in an attack being successful,” heconcludes.

Risk Transfer to Risk Mitigation: AJourneyofInnovation ThroughUncertainty

Asweallbegintoemergefromthehazeofaglobal pandemic,itisundeniablethatnearlyevery industryhasbeendeeplyaffected,includingthe Property&Casualty(P&C)market.Withsuchamajor disruptiontothestatusquoofmicroandmacro-operations, theuncertaintyoffuturerecurrences,andtherising prevalenceoftechnology,2020wasawatershedmoment forinsurerstoevaluatetheirtraditionalmodelsofclient interaction,operationalefficiencies,andfutureinvestment ininnovationtocompeteinadigitalfuture.

DigitalDisruptionandtheDistributionoftheDollar

Astheinsuranceindustryhasonceagainshownits resilienceinthefaceofadversityandbeginstoreboundto pre-pandemicmarketgrowth,thebattleforthefuturewages on.

AccordingtoafutureoutlookreportbyAccenture,the globalinsuranceindustrycanexpectGrossWritten

Premium(GWP)toincreasefrom$6.1trillionin2020to $7.5Tbytheendof2025.Ofthat$1.4trillionincreasean estimated$1.2Tisexpectedtocomefromexisting products.

Anestimated$480billionoftheexpected2025GWPwill beheavilyimpactedbyinnovationthrough:

1.Newrisks,offeringsandservices

2.Existingrevenuesimpactedbyproductinnovation

3.Shiftinplacementchannels.

TofocusmoreonwhatthatmeanforUSbasedinsurers,a 20yearcomparativeanalysisofthetop100P&Cinsurers conductedbyEYandACORDassertstheaverageP&C carrierhasannualsavingsopportunityanywherefrom $675-851milliondollars.Betteryet,thetoolsrequiredto achievethisarecurrentlyavailable.

However,whilethesereportsofferanoptimisticoutlook, theycomewithastarkwarning:Relianceontraditional

products,distributionchannels,andretentionrateswillact asanimpedimentforfuturegrowthasratesrise,markets volatilityremains,andconsumerdemandfordigital servicescontinuestogrow.

LeveragingInnovation

Traditionally,insuranceserviceofferingshavebeenclosely linkedtothecostandavailabilityofhumanlaborcreating thechallengeofthebreadthanddepthofserviceatscale. Astechnologycontinuestoadvance,sodothecapabilities ofinsurerstoscaleahighlevelofserviceatafractionof thecost.

Thefollowingfourareasarewhereexecutivessee technologyprovidingthehighestreturnoninvestment:

1.OperationalExcellenceandCostEfficiency

Insurersareleveragingtechnologytostreamlinecore internalprocessesthroughdigitizationandautomation, freeingupresourcesthatprogresstheoverallstrategic missionofthecompany

Thiscreatesmassivevaluepotentialinamyriadofwaysby enabling:

Ÿ HorizontalandVerticaldatadistributionthroughout internalstakeholders

Ÿ Moremeaningfulengagement(physical/digital)with morepolicyholders

Ÿ Hyper-focusedallocationofcapital

Ÿ Fasterclaimprocessing

Ÿ Proactivemitigationeffortsthroughreal-timesensors

ImprovedCustomerExperience

Customerexperienceisthegrowthenginewhere incumbentsandnewentrantsalikearefocusingtheir efforts.20-40%ofpolicyholderswillnotreceiveasingle communicationthroughoutthepolicyyear,andiftheydo, 90%ofthetimeitissales-focusedratherthanservicefocused.

Tocombatthistraditionalapproach,insurersare implementing‘outside-in’strategiestoshiftthefocusfrom salestoservice.UtilizingchatbotsandAI,aswellasan rd ecosystemofinternaland3 partyserviceprovidersto drivedeepervalueandinsightshowntoincreasethe lifetimevalueofthepolicyholder

Ÿ 66%ofpolicyholderswillingtosharesignificantdata forpersonalizedservicetopreventloss.

Ÿ 52%ofpolicyholders‘likely’toswitchinsurersfor betteraccesstodataandservices

Ÿ Clientswithhigherengagementbuymorecoverage, renewathigherrate,andrefermoreclients

DataandAnalytics

Asclientengagementcontinuestogrow,sodoesthe volumeandvalueofthedata.Insurersbegintohaveamore robustviewoftheirpolicyholdersandtheirrisks.This enablesinsurerstobetterwriterisk,identifyupsell/cross sellopportunities,andprovideproactiveresourcesbasedon clientneedstohelpreducefrequency/severityofclaims.

LeveragingAI/MLcognitiveabilitiestoidentifyunderlying trendsandopportunitiescanprovidekeydecisionmakers theinsighttodrivelargescaleunderwritingstrategy, actuarialmodels,andcompetitivestrategicdecision making.

Hyper-focusedinvestment/divestmentofresourcesfrom bothinternalandexternalstakeholderscontinuestomature asdothedatamodels.

SpeedandScaleofInnovation

Largedatasetsproducedbynewandemerging

technologiesareprovidinginsurerstheabilitytoreshape howtheyoperate,engagewithstakeholdersinternallyand externally,aswellasdevelopandsellproductstoimprove productivityandprofitability

Combiningthesetechnologiestoachievegoalsbeyondjust engagementoroperationalefficienciesiswheretruesuccess beginstotakehold:Improvedmanagementofriskwhile offeringuniqueexperiencesforpolicyholders.

Somecommontrends:

Ÿ Modernizationofcoreprocessesandclientmanagement withcrossfunctionalresources.

Ÿ AIandautomationtofocusonspeed,consistencyand optimization.

Ÿ Usingdatastreamsofdigitalservicestoprovide predictiveandprescriptiveanalyticstoshapefuture innovationandfocusefforts.

TheTakeaway

Byleveragingtechnologytorefocuseffortsandcapabilities onvaluecreation,insurerscanstrengthentheirfoundation ofstrongserviceandcompetitivedifferentiationbut improvethespeedandscaletoadapttonewandemerging trendsandclientneeds.

Whilethereisnoonecorrectwayofimplementation, insurerscannolongeraffordtoignoreorincrementally participateinthedigitalage,andtheearlierentrantswillbe theprimarybeneficiaryoftheshiftinginthe‘digitaldollars’ thatwillberedistributedoverthenextfewyears.

Ifyourorganizationislookingtoexpandyourcapabilities inanyoftheareaslistedabove,wewouldlovetohavea conversationtoseeifin2vate,LLCcanbeavaluable partnerinyourdigitalevolution.

AbouttheAuthor

NickDuffieldistheRisk ManagementSalesConsultantat IN2VATE,LLC,specializedinRisk AssessmentandTrainingPrograms thatprovidetargetedmeasurements tohelpyourcompanyincompliance, operations,andclaimsreduction.

Liudas Kanapienis CEO Ondato

Ondato

Combating Fraud in Digital Space by Making Identity Verification Simpler, Better, and Faster

It'snosecretthatsupervisoryrequirementsaregetting morecomplicatedeachyear Thedilemmahasreached thepointwhereitbecomesnearlyimpossibleforsmall andbigbusinessestokeeptrackoftheirsupervisory requirements.Seeingallthosechallengesacoupleofyears ago,Ondatorealizedthatthemarketlacksmoreaccessible solutionsforcompliancemanagement–productsthat wouldmakeKYCmanagementeasierandeliminatethe risksfornon-compliance.That'swhentheideaofOndato wasborn.

Ondatoisacompliancemanagementcompanythatmakesit easierforbusinessestofollowKnowYourCustomer (KYC)andAnti-MoneyLaundering(AML)regulations.It hasavastrangeofregulatorycompliancetools,identity verification,casemanagement,andscreeningsolutionsthat helpverifyidentitiesonlineandcombatfraudinthedigital space.

In2019,OndatolaunchedaserviceforKYC,AML,and verificationprocedures,offeringtotakecareofallthings relatedtocompliancewhileitscustomers–financial institutionsandbusinessesoperatingonline–could concentrateontheirbusinesses.

Ondatostartedtogrowreallyfast:overaspanofjustafew years,itraised$2millioninseedfunding,expandedits servicesportfolio,gatheredabrilliantteamof150 employees,moveditsheadquarterstoLondon,UK,opened aresearchcenterinLithuaniaandabranchinPoland. Currently,OndatoisaprominentmarketleaderintheBaltic

states,expandinggloballyandhisclientsfrom34countries. AneliteteamofOndatoisledbyitsCEO,Liudas Kanapienis

ProvidingAllComplianceSolutionsinSinglePlatform

Ondatooffersaneasy-to-use,secureandcost-effective alternativethathelpsbusinessesverifytheirclients' compliancewithinternationalAMLandKYCrules.Today, Ondatohasover15KYCservices,includingphotoandlive videoidentityverification,businessverification,data monitoring,screening,duediligence,andcase management.

Ondatoworkswithintegratedsolutionsbasedonadvanced recognitiontechnologiestoensurethatitsclients' operationsaretransparentand100%immunetofraud.

AllsolutionsinOndato'sportfolioarebuiltonMicrosoft infrastructure,usingcertifiedtechnologiesmeetingthe higheststandards.Itsfrauddetectionsystemistrainedon 13500differentdocumenttypesglobally,andits mechanismsareimprovingeveryday.Itusesdeeplearning enginesinpixeldistortionanalysisandcopy-replace detectionfordocumentspoofingprevention,analyzingthe METAdetailsofidentificationmedia.

Unlikemostofitscompetitors,Ondatoprovidesfull customizationtoeveryproductinitsportfolio.Ifitsclients needatailoredidentityverificationorKYCmanagement solutiontofittheirparticularneeds– itmakesitareality.It

Ondato provides a complete compliance management suite in regard to the know your customer procedure. “ “

isalsoaproudpioneerinprovidingthewholepackageof compliancesolutionsforKYCprocedures,allwithinone platform.

MakingNetworkSecurityaPriority

Liudasmentionsthatcyberfraudisontherisenow Accordingto“JavelinStrategyandResearch”,financial marketshadseena15%riseinfrauds,reachingalmost$17 billionin2019evenbeforethecovid-19crisis.Without showinganysignsofstopping,cyberattackerskeep exploringvulnerabilitiesopenedupbyapandemic.

Thepandemicacceleratedthearrivalofanewwaveof fraudsters–lessexperiencedbutdeterminedattackerswho notonlyaimatcorporationsbuttargetsmallerbusinesses. Thus,secureclientverificationbecameaproblemforevery company,nomatterbigorsmall.Ifonewantstohavean onlinepresence–onegottostayvigilant.Andasmore companiesaredecidingtomoveintothedigitalspace, fraudsterswillkeepcomingupwithnewmethodsof cyberattacks.Cyberfraudisnotgoinganywhereanytime soon,andeverycompanyshouldmakenetworksecuritya priority.

EnsuringEffectiveMonitoringandResponsive Compliance

Overall,Liudasseescomplianceevolvingandgaining importanceasasignificantpartofanybusiness.Looking ahead,weneedtoseebeyondregulatorssettingtherules. Liudasbelievesthattheexpectationsofinvestorsand customerswillplayanincreasinglyimportantroleinhow businessstrategiesareplanned.Already,thereisatrendin themakingofputtingclientsandinvestorsfirstinmany industries,withcompliancebeingnoexception.Asthe tendencygrows,Liudaspresumescompliancewillbecome amoreconsiderableresponsibilityinbothcorporationsand smallerenterprises.Healsobelievesthatcompliancewill changeovertimefollowingtheAIanddataanalyticstrends deployedformoreeffectivemonitoringandmore responsivecompliance.Ondatoisalreadyworkingwith uniquemethodscenteredarounddataanalyticsthatwill helpdetectandmitigateemergingcompliancerisks.

EliminatingPossibilityofDataLeaks

Ondatoconsidersthattalkingtoemployeesaboutthe importanceofsecurityiskey.Luckily,ithassomehighclasscybersecurityexpertsonitsteamtoshareexpertise andteachothersaboutCyberHygiene.Itisactuallyquite surprisinghowmanybig-scaledatabreachescanbea productofoneinnocentaction(likeopeningaphishingemailinyourinbox).

Thatisespeciallyrelevantduringlockdowns.Employees whostarttoworkremotelyshouldbeawareofwhatactions theyneedwhentheyusethecompany'ssystemsonline,and howtoeliminatethepossibilityofdataleaks.

ImplementingRelevantITToolsforSecurityandData Protection

AccordingtoLiudas,athrivingcybersecuritybusinessis notreallyabouttechnology.Technologyisimportant,but startingoutinthatbusiness,itiscrucialtorememberother factorsthatmakeupasuccessfulcompany.Inhisadviceto emergingentrepreneursaspiringtoventureintothe Cybersecurityindustry,hesuggeststhattheyshouldfirst payattentiontothelocationbylookingforlargebusiness communitiesandthecitieswithpotentialclientsforone’s profile.Apartfrominnovativesolutionsandtechnology,he advisesthemtolookforimplementingrelevantITtoolsin termsofsecurityanddataprotection.

BecomingMostAdvancedDestinationforCompliance andIdentityVerification

Today,Ondatoaimstobecomethemostadvanced complianceservicecenteroutthere,providingevery businesswithtailoredsolutionstomeettheirneeds.Itwants companiestodowhattheydobest–createproductsand offerservices–notstrugglewithcompliancechallenges.

TalkingaboutthingsOndatohasplannedforthenextfive years,Liudasmentionsthatsomeambitiousprojectsare coming.Tomentionjustafew,itaimstotapnewmarkets, launchnewservicesandbecomeanultimateglobalonestop-shopdestinationforcomplianceandidentity verification.

The of Change Science Leadership

By Shweta Handa-Gupta

Lookaroundyou.Howmanypeoplefollowa healthydietandexerciseregimendespiteknowing thebenefitsofit?Howmanypeopleadopthealthier daytodayhabitsevenwhennewhabitscanmeanthe differencebetweenlifeanddeath?Behaviorshiftsaren't easy

It'seasytobelievethatifweknowthebenefitsofchanging, wewillbeabletokeepourselvesandotherscommittedto thechange.Manyorganizations,too,buildchangeplans believinganexcitingvisionofthefuturewillleadto successfultransformation.Unfortunately,thatisoftennot enough.

Arecenttransformationcoachingprojectbeganwith introductionstothetopleadershipteamthatwasquite excitedabouttheneworganizationvisionandstrategythat theyhaddefined.Theyseemedquiteconfidentthatthey werecommittedtoit.Yet,ontheground,thevisionwas failing.

Thesebrilliantindividualshadnotbeenabletoaligntheir ownbehaviorstothenewvisiontheyhadagreedon. Soundsfamiliar?Studiesoverthepastthreedecadesshow we'velivedwitha60to70%changefailureratein organizationsresultinginthelossofmillions.

Inorganizations,asmuchasinindividuals,wenotice thesamepatternsofbehaviorseepinrepeatedlydespite agenuineneedanddesiretochange.Whatkeepsusfrom makingtheshiftsinbehaviorthatwesodesire?

Therootofbehaviorpatternscanbefoundinourbrains,in ourneuralnetworks.Thinkofaneuralnetworkaswell worn,familiarpathwayinthecomplexmazeofourmind. Ourresponsepatternisdeterminedbyneuralnetworksor pathwaysthatarestimulatedandrepeatedlyreinforced.Just likeanoften-usedpathwaygetsetcheddeeperanddeeper intothegroundeachtimeitiswalkedupon.

Thekeytochangesuccessliesinbeingabletoidentifyand alterthementalpathwaysthatholdbackchangeand growth.ItisimportanttorememberthatKnowledgealone cannotcreatechange TheKnowledgethatleadsto insightwhichinturnprovokesactioncreatesthe conditionsthatarenecessaryfordevelopingnewmental pathways.

Effectivecoachingofferstheidealtoolstoenablethe identificationandshiftingofbeliefsandmental frameworks.Herearesomekeyideasthatwillhelpyou significantlyenhancethepaceofacceptance,adoption, internationalization,andstabilizationofanytransformation endeavor:

Ÿ Usecoachingtoenable"sense-making"during periodsofextremeambiguity-Individual,groupand teamcoachinghaveallcontributedsignificantlytomy workwithpersonalchange,reframingresistanceaswell asenablingchangeleadershipinorganizations.Effective coachingenablestheidentificationandshiftingof worldviews.Itenablessense-making(Weick)–the processofstructuringtheunknownbyfittingitintoa mentalmodelthatenablesustounderstand,explain,and predict.Theseelementsareessentialforthebrainto acceptnewexperiencesandtakenewactions.

Ÿ DeployBrain-friendlyTransformation methodologiessuchastheKubler-RossChangeCurve andtheQuadraBrain®NACL(Neuro-Accelerated Change Leadership)toolkitthatgentlyguidesteamsand individualsthroughthestagesofsustainablebehavior adaptation.TheNACLtoolkithashelpedorganizations andleadersdeliver100%successratesforbusiness transformationusingproprietaryChangeLeadership& BehaviorModificationmethodsbasedon15+yearsof publishedresearchandappliedpractice.

Ÿ TakeChargeoftheChangeStory-Ourstructure lovingBrainsareaddictedtocompletestories.As researcherBrenéBrowndescribed,"Ourbrainsreward uswithdopaminewhenwerecognizeandcomplete patterns.Storiesarepatterns.Thebrainrecognizesthe familiarbeginning-middle-endstructureofastoryand rewardsusforclearinguptheambiguity."Discoverthe storiesaboutchangeinyourmindand,asachange leader,inteamsandgroupswithintheorganization.

Whatdoyou/theybelievethechangewillbring?How doyou/theyfeelaboutthechange?Whatareyou/they afraidmighthappen?Whatmoreneedstobesaidabout thechangetocreateaninspiringsharedstoryfor everyone?Remember,peopledonotresistwhatyouare doing;theyresistwhattheybelieveyouaredoing.

Ÿ CreateStructureandCertaintyintheChange Experience–Ourbrainshaveevolvedtominimize threatsandmaximizereward.Unfamiliar,unexpected, orsuddenexperiencesactivateathreatresponseinthe brain.Manychangeeffortsfailbecausetheneedfor certaintyisnotaddressedquicklyaswelaunchthe changeendeavorandevenduringthechangeprocess. Effectivechangeleadershipinvolvesexpandingyour foresighttopredicttheprogressiveimpactofthe change.Planningforandclearlydescribingtheimpact, scopeandprocessofchangeisnotonlyasound businesspractice;ithelpstocreatetheessentialsenseof predictabilityforthebrain.

Changesuccessbeginswiththeabilitytoimpactthe behavioroftheindividualandthecollective.Mostofusare awareofthebehaviordesiredtoachievepositivechange. BrainScienceandCoachingcanhelpengineertheshiftand fostertherightbehaviors.

AbouttheLeader

ShwetaHandaGupta,MCC,hasbeenrecognisedastheIndia#1andamongtheGlobaltop6 CEO&LeadershipTeamcoaches.SheiscurrentlycoachingthepromotersofsomeofIndia's topbusinesshouses,CEOs,entrepreneursaswellasFortune500businessleaders.Her experienceofover20yearsincludesaseniorroleinaFortune50organisationandastheCEOof asmallbusinessgroup.