Retail Security Failures Driven by Service Desk Abuse

Retail is currently at a crossroads where digital transformation has redefined the very fabric of commerce. The industry has become increasingly dependent on digital technology, which has redefined commerce as we know it. As retail once revolved around physical stores where customers could buy, return, or exchange goods in person, it has evolved into a multichannel ecosystem based on online platforms, mobile applications, and in-store technology that has created a multichannel ecosystem. 

A recent study by the International Monetary Fund reveals that nearly three out of every four customers now engage with multiple touchpoints when making purchases or returning items due to the COVID-19 pandemic. As a result, the pace of consumer trends has greatly shortened; what once endured for years, or even seasons, now disappears within weeks thanks to the influence of social media and global connectivity. 

Retailers have embraced artificial intelligence for forecasting demand and managing inventory as a means of keeping up with the pace of the industry, but there is still a critical gap regarding how AI is applied internally. Even though predictive analytics and supply chain optimisation have become widely applied, companies often fail to utilise technology to strengthen their information systems, protect them against cyber attacks, and support frontline employees. 

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