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The Trust Crisis Behind Every Cybersecurity Security Breach
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Governance, Risk & LeadershipCISO & BoardSecurity Operations & Incident ResponseIncident Response & Forensics
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About this session
Natalie Doyle Oldfield, founder of Success Through Trust and a former IT-industry professional whose master's research on organizational trust led to two books, argues that a cybersecurity breach is also a trust event that a purely technical incident-response plan does not address. She opens with a brief audience demonstration on the effort required to build a team, then walks through principles of trust and a Trust Response Plan that complements incident response: identify stakeholders, rank who can cause the most trouble and which audiences matter most, decide who must be notified and why, and diagnose which trust principle a breach actually violated, behavior rather than just communication. She illustrates the framework with a detailed case study developed with GoSecure: a Canadian nonprofit that lost funds to a business-email-compromise scam three days before Christmas and rebuilt trust with its board, staff, funders and members through fast acknowledgment, transparency and prioritized stakeholder communication rather than silence. She closes with ten crisis-communication guidelines and a Q&A on the tension between speaking quickly and having verified facts, and introduces her Client Trust Index as a way to quantify trust equity before and after an incident.
A cybersecurity breach is rarely just a technology event. It is also a trust event.
While incident response teams work to contain the technical impact, leaders face a different challenge: preserving the trust of customers, employees, customers, the board, and other key stakeholders. In many cases, how an organization responds to a breach has a greater impact on its reputation than the breach itself.
In this session, trust expert and bestselling author Natalie Doyle Oldfield will introduce the concept of a Trust Response Plan—a practical framework that complements an organization's Incident Response Plan by addressing the human side of a cybersecurity event.
Drawing on her work with organizations navigating high-stakes trust challenges, including a case study developed in collaboration with GoSecure for a client recovering from a cybersecurity incident, Natalie will demonstrate how leaders can communicate with transparency, empathy, and confidence to protect and rebuild trust during times of crisis.
Attendees will learn how to:
- Recognize when a cybersecurity incident becomes a trust crisis.
- Integrate a Trust Response Plan into existing incident response and crisis communication strategies.
- Protect trust with customers, employees, boards, and other stakeholders during and after a cyber incident.
- Avoid common leadership and communication mistakes that can amplify reputational damage.
- Rebuild confidence and strengthen stakeholder relationships once the technical crisis has been resolved.
Cybersecurity professionals understand how to respond to an attack. This session explores how organizations can respond in a way that protects one of their most valuable assets: the trust of employees, customers and stakeholders.
Key takeaways
- Treat a breach as a trust event, not only a technical one; plan a Trust Response Plan alongside your Incident Response Plan before you need it.
- Map stakeholders in a funnel: who can cause the most trouble, which audiences matter most, who must be notified, and why, in that order.
- Diagnose which trust principle a breach actually violates, usually reliability or behavior, rather than treating the problem as a communications gap alone.
- Inform employees first and be transparent with affected stakeholders quickly, even with limited facts; silence and delay do more damage than an early, honest 'we are looking into it.'
- Consider measuring trust with a quantifiable score, such as a client trust index built on core trust principles, before and after an incident to track whether it is being rebuilt.
Speakers
Natalie Doyle Oldfield
Natalie Doyle Oldfield is the leading expert on how companies grow revenue by creating trusted relationships with customers and employees. Named the ‘Business Trust Expert’ by Economist Impact, she is a bestselling author and has been named one the… Read moreRead less
Natalie Doyle Oldfield is the leading expert on how companies grow revenue by creating trusted relationships with
customers and employees. Named the ‘Business Trust Expert’ by Economist Impact, she is a bestselling author and has
been named one the world's Top Thought Leaders in Trust.
