Pub. 12 2021 Issue 4

Pub. 12 2021 I Issue 4 Winter 19 West Virginia Banker your customers on cybersecurity best practices. Providing valuable education and promoting good cyber hygiene will mitigate cybersecurity risk for both your institution and customers while increasing the potential for new business through knowledge sharing. To really capitalize on this opportunity, your bank should be intentional and strategic in its planning: • Determine the Needs of Your Customers: Avoid a one-size-fits-all approach; different customers have varying needs and concerns. • Tailor Your Approach: Create campaigns to reach different groups, tailoring based on age, work schedules, etc. • Get Creative: Think creatively about how best to communicate with your customers and deliver a compelling message. • Go Digital: Leverage digital channels to reach a broader audience – don’t limit the size and scope of events to physical locations. • Deliver Actionable Tips: Inspire confidence in your bank and motivate customers through actionable tips, such as best practices for creating strong passwords, etc. Gain Additional Insight from CSI’s Consumer Cybersecurity Poll To strengthen defenses against evolving cyber threats, institutions should embrace a layered approach to cybersecurity, a key component of which includes providing customers with continued education. Download the full executive report for a deep dive into consumers’ perceptions surrounding cybersecurity.  risk of customer attrition, institutions should have an incident response plan in place to direct their actions in the event of a breach. • Strong Authentication: 30% of Americans agree it is okay to use the same password for an online bank account that they use for other online accounts, representing an increase of six percentage points from 2019 (24%). To mitigate risks associated with lax security habits, banks should provide and promote multi-factor authentication and reinforce the importance of strong passwords. • What to do Post-Breach: Most Americans (69%) believe they know what to do if their personal confidential data is compromised. While this result is encouraging, a clear opportunity exists for banks to continue educating customers on the necessary steps to take after their information is potentially compromised. A community financial institution that prioritizes cybersecurity education for its customers could become the go-to institution for advice, which could help expand market reach. • Perceptions of Secure Payments: Half of Americans (50%) believe a person’s payment information (i.e., account number) is more likely to be compromised when using a physical card versus a digital payment such as a contactless card or digital wallet. Banks should embrace the latest payments technology and provide customers with resources on best practices for using secure digital payments. • Importance of Building Trust: More than three in four consumers (76%) agree their financial institution can protect their personal and payment information from hackers. In fact, 78% of community bank customers agree with this, indicating that institutions should continue building trust among consumers by explaining how to safeguard data and hosting cybersecurity awareness training. Prioritizing Cybersecurity Awareness and Education As Americans become increasingly desensitized to the risk of security breaches, it is critical for your bank to break through the noise and educate (https://www.csiweb.com/ cybersecurity-poll-2021/?utm_ source=association&utm_ medium=article&utm_ campaign=wp_ms_ cybersecuritypoll21) Sean Martin serves as a product manager for CSI Managed Services and has extensive knowledge on implementing effective systems security and network management practices. He speaks and writes frequently on security-related topics affecting the financial services industry and holds Cisco CCNA and CCIE written certifications. Download the full executive report: Nearly half of respondents (48%) would leave their institution if it suffered a data breach, and 51% of community bank customers agreed that a breach would cause them to leave.