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Smashing Security
HP's hold music, and human trafficking
Mar 6, 2025
Gerald Beuchelt, CISO of Acronis, shares insights from the cybersecurity world, emphasizing the crucial marriage of security and organizational goals. He dives into strategies for effectively communicating with leadership, avoiding jargon, and framing security as a business risk. The discussion also uncovers the dark reality of human trafficking in Myanmar, where victims are exploited for scams, and critiques HP's tech support wait times that may lead users to unsafe help. It's a blend of urgent issues and practical advice!
53:43
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Quick takeaways
- HP's intentional increase in tech support wait times compromises customer satisfaction, pushing users towards risky third-party solutions that expose them to cyber threats.
- The podcast reveals the grim reality of human trafficking linked to online scam operations, where victims are forced into deceptive schemes under extreme duress.
Deep dives
The Inefficiency of Tech Support Hotlines
Tech support hotlines are often seen as a major source of frustration for consumers, where the experience is characterized by long wait times and unhelpful automated messages. Notably, the phrase 'your call is important to us' has come to symbolize the lack of genuine concern from customer service departments. This inefficiency not only wastes consumers' time but potentially costs the economy significantly, as countless hours are spent on hold when work could be accomplished instead. There is discussion on how improving tech support—perhaps through better products or staffing—might alleviate these issues.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode