September 2017ENTERPRISE SECURITY| | 9Speed and Agility: The average attention span of human beings is decreasing rapidly. Research shows that most people want, and feel that they deserve, instant gratification. For us, this results in practical tradeoffs that we must think about. When cabling a hotel, do we use copper or fiber? Copper has good network speeds and may cost less, but fiber can be faster and is more future proofed. Guests want the freedom to connect anywhere and on any device, so networks of just a decade ago that had wired ports and PCs connected are now wireless and open to smart phones, tablets, game consoles, and a host of new connected appliances. This transitions the guest perspective from centralized services to self-service, and forces us to accommodate both sides of the coin.Commodity versus Secret Sauce: Solution providers once sold and installed proprietary systems. Now, we as an industry seek off-the-shelf hardware for which support can be switched to other providers easily, if needed. However, this dynamic runs deeper than it initially seems. We strive to simplify solutions given that the average human attention span has dropped to eight seconds, according to Microsoft. We try to create easily deployable solutions while simultaneously offering the latest and greatest home- and guest-owned applications in our guest and meeting rooms. Big data, which once provided only general demographic information about our guests, must now deliver specifically-defined personas on every individual. As we wait for development of actionable dashboards that provide this relevant information, we face other variables, including the rapid development of artificial intelligence, windowless browsers and chat bots to keep our guests satisfied at all times.Security and Compliance: Millennials tend to quickly trade personal information for improved services, upgrades in amenities and discounts on experiences, not products. However, the kind and amount of Personally Identifiable Information (PII) shared is a fine line, and obviously vastly different than older generations. PII could be viewed as more important than Payment Card Industry (PCI) issues. After all, one can set up a new credit card easier than truly erasing an embarrassing Facebook photo. With a few developed nations basically subsidizing hackers, network and data security is of ultimate concern. Deploying chip-and-pin technology throughout almost 200 outlets in a year only leads me to wonder what the next gauntlet will be. Thieves with ransomware have closed down at least two hotels by locking guests out of their rooms. And, while the internet of things (IoT) promises to bring many new and wonderful applications, having everything in a building on the same network is frightening from a security standpoint.It is likely that you face similar hurdles as a technology professional in your business. As the rate of change and consumer demand increases, we must analyze the challenges and clearly define the root problems. It is imperative that we collectively brainstorm solutions, prioritize them by cost versus benefits, and optimize our operations to implement our ideas quickly--all while being ready to shift when needed as technology, business, and the demands of human nature converge. ESGustaaf Schrils
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