Podcast Summary: Experts of Experience – "Turn Your Cybersecurity Strategy Into a Marketing Superpower"

Podcast Information:

• Title: Experts of Experience
• Host/Author: Mission.org
• Description: Delving deep into customer experience, exploring how businesses meet and exceed customer expectations by leveraging emerging technologies like AI and GPT. Hosted by Lacey Peace and featuring industry experts.
• Presented by: Salesforce Customer Success
• Episode Title: Turn Your Cybersecurity Strategy Into a Marketing Superpower
• Release Date: June 11, 2025

Guest:

• Taylor Hirsam: CEO and Founder of Eden Data

1. Introduction

Lacey Pease and Ro Chocker kick off the episode by addressing the critical role of cybersecurity in today's business landscape. They emphasize that while AI is a significant threat, human error remains the most pressing cybersecurity challenge.

2. Guest Background and Genesis of Eden Data

Taylor Hirsam shares his unconventional journey into cybersecurity. Initially passionate about becoming a chef, Taylor pivoted to business consulting and eventually landed a role in IT audit at Deloitte. This experience exposed him to the intricacies of cybersecurity, leading to the founding of Eden Data in January 2021.

[07:47] Lacey Pease: "Could you give us a definition of when you say we help with cybersecurity, what is cybersecurity?"
[06:02] Taylor Hirsam: "If you are a company that collects customer data and you're putting that somewhere, then you need to build what we call controls to be able to protect that."

3. Cybersecurity as a Marketing Superpower

Taylor challenges the traditional view of cybersecurity as merely a cost center. Instead, he advocates for leveraging cybersecurity to build trust, enhance brand reputation, and differentiate from competitors.

[00:28] Taylor Hirsam: "Security is fear, uncertainty, doubt. This is just another way to earn trust with your customers. This is a way you can boost your sales."

Eden Data adopts a subscription-based model, contrasting with the hourly billing prevalent among large firms like Deloitte. This approach ensures ongoing customer engagement and recurring revenue.

4. Current Cybersecurity Threats and AI Impact

The discussion highlights that many cybersecurity breaches are due to basic oversights rather than sophisticated attacks. Human error, such as weak passwords and lack of multi-factor authentication (MFA), remains a significant vulnerability.

[30:19] Ro Chocker: "What I found was the breach was not due to technical vulnerability, but rather a human one..."
[31:16] Lacey Pease: "Is it really that simple?"
[31:17] Taylor Hirsam: "Most of the time it's like someone forgot to change their password. Someone didn't enable MFA."

Taylor emphasizes the emerging risks associated with AI, where misuse of large language models (LLMs) like ChatGPT can lead to data exposure and sophisticated phishing attacks.

[32:45] Taylor Hirsam: "There's a big uptick in how do you focus on the cybersecurity behind these AI functions that you're using to ensure that you're protecting the data that's going into it."

5. Customer Experience and Sales Integration in Cybersecurity

Eden Data integrates sales and customer experience into a unified team, ensuring that customer needs are thoroughly understood and addressed. This approach contrasts with traditional models where sales and customer success operate separately.

[43:33] Taylor Hirsam: "At Eden, we make sure that the sales team and the customer experience team are the same team."

This strategy ensures that customer interactions are meaningful, fostering long-term relationships and enhancing trust.

6. Advice for Businesses on Cybersecurity

Taylor offers practical cybersecurity tips tailored for businesses of all sizes:

• Implement Multi-Factor Authentication (MFA): A vital step in securing accounts beyond just passwords.

  [52:33] Taylor Hirsam: "Multifactor authentication is a game changer. If a software solution you're using doesn't have MFA, that's a problem."

• Use Password Managers: Encouraging the use of robust, randomized passwords to prevent breaches.

• Regular Audits and Cleanup: Advocating for periodic reviews of software subscriptions and data storage practices to minimize vulnerabilities.

[54:00] Taylor Hirsam: "Doing a general audit of your software solutions and cleaning up shadow IT floating around both professionally and personally."

7. Building Cybersecurity Culture in Organizations

For larger organizations, Taylor stresses the importance of instilling a proactive cybersecurity culture. This involves:

• Continuous Education: Beyond mandatory training, making cybersecurity engaging through interactive sessions and gamified exercises.

• Incentivizing Good Practices: Rewarding employees who proactively report suspicious activities or contribute to enhancing security.

[58:44] Taylor Hirsam: "Creating champions in your organization by rewarding them is something that very few enterprises do."

• Integration with Personal Security: Encouraging employees to adopt security best practices both professionally and personally.

8. Personal Cybersecurity Practices

Taylor shares his personal cybersecurity habits, reinforcing the idea that cybersecurity extends beyond the workplace:

• Minimal Social Media Presence: Limiting personal information shared online to reduce exposure.

• Using Secure Devices and Networks: Advocating for the use of reputable brands for IoT devices and ensuring home networks are secure.

[55:05] Taylor Hirsam: "I'm not very big on social media. I have social media accounts, but I don't post a lot on my personal life."

9. Lightning Round Highlights

Myth Debunked:

[66:18] Taylor Hirsam: "A cybersecurity myth I wish could die: that all hackers wear hoodies. The reality is more nuanced, involving various intentions and sophisticated methods."

Realistic Representation: Taylor cites Mr. Robot as the most realistic portrayal of cybersecurity in media, appreciating its consultancy with actual cybersecurity experts.

Favorite Gadget: He mentions using the Whoop band for health tracking and the Remarkable tablet for handwriting and information retention.

Team Building: Eden Data emphasizes hiring individuals who bring their own "batteries," ensuring team members are enthusiastic and self-motivated.

10. Conclusion

The episode wraps up with Taylor reflecting on meaningful customer experiences and the importance of fostering a culture that values cybersecurity as a fundamental aspect of business success. He underscores that cybersecurity should not only protect but also serve as a strategic tool to build trust and drive growth.

[76:07] Taylor Hirsam: "Franklin Barbecue was my first great customer experience. Meeting Aaron Franklin and understanding his passion transformed how I view customer interactions."

Contact Information:

• LinkedIn: Taylor Hirsam
• Email: taylorden@data.com
• Social Media: Active on LinkedIn and X (formerly Twitter)

Key Takeaways:

• Cybersecurity as a Trust Builder: Beyond protection, cybersecurity can enhance brand reputation and customer trust.
• Human Error Remains Primary: Basic security practices like strong passwords and MFA are crucial.
• Integration of Sales and Customer Experience: Unified teams foster better customer relationships and long-term success.
• Proactive Culture: Continuous education and incentivizing good security practices are essential for robust cybersecurity.
• Personal and Professional Overlap: Encouraging secure practices extends beyond the workplace, benefiting individual and organizational security.

Notable Quotes:

• “Security is fear, uncertainty, doubt. This is just another way to earn trust with your customers.” – Taylor Hirsam ([00:28])
• “Multifactor authentication is a game changer.” – Taylor Hirsam ([52:33])
• “Creating champions in your organization by rewarding them is something that very few enterprises do.” – Taylor Hirsam ([58:44])

This episode provides valuable insights into transforming cybersecurity from a mere protective measure into a strategic marketing tool, emphasizing the importance of trust, customer experience, and proactive security practices.