Código Fuente #10 Idoia Mateo (Grupo Santander) & Nathalie Picquot (Banco Santander)

Summary

In this insightful interview, Natalie, a cybersecurity expert, discusses the importance of transparency in handling cyber incidents. She emphasizes that full disclosure to clients, even about non-impactful attacks, builds trust and fosters long-term relationships. The conversation also delves into the challenges of cybersecurity professionals, including stress management. Natalie shares her personal routine, starting her day with exercise and disconnecting from technology to maintain a healthy work-life balance. This candid discussion highlights the balance between transparency, client trust, and stress management in the cybersecurity field.

Takeaways

• 😀 Transparency is key in communicating cyber incidents to build trust with customers and clients.
• 😀 Being upfront about cyber incidents, even when they don't have a major impact, is essential to maintaining transparency.
• 😀 The decision to be transparent about security breaches fosters confidence and shows that nothing is being hidden.
• 😀 Honesty in communication, whether it's with clients or the public, helps establish long-term relationships based on trust.
• 😀 Companies need to convey the severity and details of cyber incidents in a way that is easily understood by customers.
• 😀 Building trust through transparency is more valuable in the long term than hiding incidents to avoid short-term reputational damage.
• 😀 Cybersecurity professionals are under significant stress due to the constant and evolving threats they face.
• 😀 Stress management is crucial in high-pressure cybersecurity roles, and finding personal strategies to cope is important.
• 😀 Physical exercise in the morning is one of the strategies for managing stress, as it helps start the day with energy and a positive mindset.
• 😀 Disconnecting from technology is necessary to reduce continuous stress and avoid burnout in a tech-heavy world.
• 😀 The balance between professional demands and personal well-being is crucial for long-term success in high-stakes roles like cybersecurity.

Q & A

Why is transparency important when communicating cybersecurity incidents?

Transparency is important because it builds trust with customers. By being honest and clear about cybersecurity incidents, companies show that they are not hiding anything, which fosters confidence in their ability to handle such situations.

What example did Natalie provide about transparency in the face of a cybersecurity incident?

Natalie shared her experience at Twitter, where the company chose to be 100% transparent with their users during a cybersecurity incident, explaining exactly what happened and ensuring that no harm was done, which helped maintain customer trust.

How does Natalie view the balance between addressing customer concerns and protecting their trust?

Natalie believes that openly addressing customer concerns, even when difficult, is key to building long-term trust. By being transparent, whether or not the incident affects them directly, customers feel that the company is being honest and not hiding any facts.

What is the impact of hiding or delaying communication about cybersecurity incidents?

Hiding or delaying communication about cybersecurity incidents can negatively impact customer trust. If customers feel that information is being concealed or mishandled, it can damage the company's reputation and relationship with its users.

How does Natalie manage stress despite the high-pressure nature of her work?

Natalie manages stress by starting her day early with exercise, which helps her release tension and set a positive tone for the rest of the day. She believes that completing small tasks, like exercising, gives her a sense of accomplishment and energy.

What advice does Natalie give for disconnecting from work and technology?

Natalie advises disconnecting from technology to avoid continuous stress. She believes that taking time away from constant notifications and work-related pressures is essential for mental well-being and relaxation.

Why does Natalie emphasize the importance of exercise in managing stress?

Natalie emphasizes exercise because it provides a physical and mental break from stress. It helps her start the day with positive energy and ensures she feels accomplished early in the morning, which contributes to managing stress throughout the day.

What does Natalie think about the role of transparency in building long-term customer relationships?

Natalie believes that transparency is crucial in fostering long-term customer relationships. When a company is transparent, even during difficult times like cybersecurity incidents, it builds trust and loyalty, which is essential for maintaining strong, lasting relationships with clients.

How does Natalie describe the stress levels experienced by cybersecurity professionals?

Natalie acknowledges that cybersecurity professionals often experience high levels of stress due to the constant evolution of threats and the pressure to protect valuable information. It is a challenging job that requires resilience and effective stress management.

What personal practice does Natalie follow to ensure a positive start to her day?

Natalie follows the practice of waking up early and engaging in physical activity, which helps her to begin the day with energy and a positive mindset. This routine sets the tone for her workday and helps manage stress before it accumulates.