LG Is Learning An Embarrassing Privacy Lesson In The Age Of The Customer

In a recent report titled “Technology Management In The Age Of The Customer,” Forrester defines the Age of the Customer as: "A 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers."  In this Age of the Customer, empowered consumers using social media can have tremendous influence.  Technology gives the lone voice a platform to be heard across the Internet. Technology is the force multiplier for empowered consumers.  

Jason Huntley, a UK-based IT consultant, is a perfect example of one of these increasingly powerful customers. He posted a blog titled “LG Smart TVs logging USB filenames and viewing info to LG servers.” In it Jason detailed how his Smart LG TV was spying on him.  The TV was not only reporting data about viewing habits, but was also uploading the filenames from the storage devices he attached to the TV.  His viewing habits data was collected despite the fact that he had opted out of the “Collection of watching info.”  Jason wrote, “This information appears to be sent back unencrypted and in the clear to LG every time you change channel, even if you have gone to the trouble of changing the setting above to switch collection of viewing information off.”  He had a false expectation of privacy. See below: 

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Kicking Off Forrester's "Targeted Attack Hierarchy Of Needs" Research

I am about to kick off my next Forrester research on targeted attacks.  Here is the short abstract: "The threat landscape has evolved but organizations haven't. Leveraging concepts of Zero Trust, this report will detail strategies for protecting against targeted attacks against your organization. We will focus on the pros and cons of various strategies and provide suggestions for maximizing your investments." If you'd like a preview to the tone of this research please see one of my previous blogs: "Kim Kardashian and APTs."

  • Vendors:  The focus of this research is on overall strategy and NOT on specific vendor capabilities. We look forward to detailed vendor conversations when we do follow on Waves or Market Overviews in the future. 
  • Enterprises:  If you would like to provide us feedback on your experience with defending against targeted attacks, we would love to hear from you.  If you purchased a magic anti-APT box and it is/isn't living up to your expectations, let us know.  We are currently scheduling research interviews.  Research interviews are open to more than just Forrester clients.  If you aren't a client and would like to participate, we will provide you a complimentary copy of the final research upon completion. 
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