I believe that an important cause for deficient customer service is the inability of banks to understand the specific expectations of diverse customer groups and to devise product, pricing and delivery strategies that are best suited to meet these expectations. Many banks would not be aware of the number of customers they have or the number of products they offer.
Cyber resilience is not a state, it is an ever-shifting aspiration. Improving our cyber resilience and staying ahead of our adversaries requires ceaseless efforts from all of us. We are all individually responsible, but we are all in it together.