The research suggests cybersecurity teams are becoming enablers rather than obstacles of daily business processes. Given that 38% of respondents felt that the security team hampered their work suggests that users still perceive cybersecurity as a nuisance.

This does make it a pleasant surprise that users who reported were overwhelmingly satisfied with the response from the cybersecurity team. The implication is that cybersecurity teams are becoming more customer service focused and understanding of the needs of users.

While cybersecurity friction does have a bad connotation, the reality is that it can be useful and necessary. While you don’t necessarily want to make business processes difficult, you do want to make sure that it is not easy to do the wrong things. At the same time, users and the company as a whole should understand that cybersecurity embedded in business practices enables organizations to do things they otherwise would not be able to do. For example, cloud based applications would not be possible unless data could be secured across the internet and users could authenticate themselves properly.