# Shifting your cultural mindset to drive resiliency and efficiency
Author:  Pal Sinha, Barnali 
Author URL: https://financedigest.com/author/pal-sinha-barnali
Published: 2023-08-14
Category: LIFESTYLE
Category URL: https://financedigest.com/category/lifestyle
Meta Title: Driving Resiliency and Efficiency in Uncertain Times
Meta Description: Discover how to improve operational efficiency and customer experience while enhancing resiliency efforts in your organisation. Read more here!
URL: https://financedigest.com/shifting-your-cultural-mindset-to-drive-resiliency-and-efficiencyhtml

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# **Shifting your cultural mindset to drive resiliency and efficiency**

![](https://prod.superblogcdn.com/site_cuid_cm5qst7v3003gwirgwqtxn8i8/images/simon-cox-1736813671563-compressed.jpg)

_By_ **_Simon Cox,_** _Chief Transformation Officer, ServiceNow_

**Abstract:** _As organizations look to get more value from their operations in an environment of on-going uncertainty, the question of efficiency vs. resilience continues to plague leaders. This article will explore the [changes that need to occur in culture](https://www.financedigest.com/ma-integration-challenges-cultural-alignment-and-change-management.html "M&A Integration Challenges: Cultural Alignment and Change Management"), communication, and how everyone approaches resilience within an organization._

As organizations look to get more value from their operations in an environment of ongoing uncertainty, the question of efficiency vs. resilience continues to plague leaders. How do you manage enterprise resiliency when budgets are being slashed?  How do you continue to deliver value?

I believe you can do both: improve operational efficiency and the [customer and employee experience](https://www.financedigest.com/revolutionising-finance-exploring-the-impact-of-omnichannel-insurance-on-customer-experience.html "Revolutionising Finance: Exploring the Impact of Omnichannel Insurance on Customer Experience") as part of your resiliency effort.  It’s not an either/or choice.  It requires an organization to examine their resiliency program in three areas: data-driven action, cultural DNA, and expected outcomes.

## **Changing views of resiliency**

Traditionally, organizations have thought of security and resiliency as being [cost centers rather than areas that can deliver a return](https://www.financedigest.com/stocks-squeal-as-borrowing-costs-return-to-banking-crisis-highs.html "Stocks squeal as borrowing costs return to banking crisis highs") on investment.

Resiliency decisions were thought of in terms of costs. Do we need a full-scale disaster recovery site? What is a cost-effective solution for [business continuity](https://www.financedigest.com/how-poor-cybersecurity-policies-disrupt-business-continuity.html "How poor cybersecurity policies disrupt business continuity")? Where can we compromise to meet budgets? The pandemic was a wake-up call about the importance of resiliency. Many businesses found that when a major incident occurred, their business continuity site didn’t always deliver as expected.

Lately, expectations are shifting again as regulators, organizations, and [board of directors](https://www.financedigest.com/impact-com-announces-appointment-of-ning-wang-to-board-of-directors.html "impact.com Announces Appointment of Ning Wang to Board of Directors") recognize that erecting an impenetrable shell of security just isn’t realistic. Organizations are acknowledging that incidents do happen, whether it is a hardware failure or cyberattack, and the focus should be on maintaining a great customer experience when that occurs.

This new perspective requires a different approach: writing playbooks to mitigate the impact on [customer service](https://www.financedigest.com/acknowledging-the-truth-behind-poor-customer-service.html "Acknowledging the Truth Behind Poor Customer Service"), including instructing employees how to continue to deliver services.

With playbooks, every team knows what to expect and how to respond. The team organizes an incident scenario, tests the fallback providers and network backup, then drafts what they learned into an action plan. It’s no longer about passing a [penetration test](https://www.financedigest.com/penetration-testing-market-to-register-an-impressive-cagr-of-13-9-during-2017-2027-ibm-corporation-rapid7-inc-microfocus-qualys-inc-synopsys-inc.html "Penetration Testing Market to Register an Impressive CAGR of 13.9% During 2017 – 2027 |IBM Corporation, Rapid7, Inc., Microfocus, Qualys, Inc., Synopsys Inc") once a year or solving issues on the go.

Taking it one step further, organizations are seeing resiliency [plans to keep](https://www.financedigest.com/e-on-casts-doubt-on-german-plan-to-keep-nuclear-plants-on-standby.html "E.ON casts doubt on German plan to keep nuclear plants on standby") the customer front and center when an incident occurs and using resiliency tests as opportunities to improve efficiency, and, in some cases, increase profitability. [Customers are often more loyal to businesses](https://www.financedigest.com/new-enhancements-to-fico-platform-power-customer-connections-enable-enterprise-wide-transformation-and-drive-strategic-business-outcomes.html "New Enhancements to FICO Platform Power Customer Connections, Enable Enterprise-Wide Transformation and Drive Strategic Business Outcomes") that acknowledge the incident and try their best to deliver a great experience.

Here’s the secret. There is a big difference between viewing incidents as security failures to be avoided or as incidents that a resiliency plan can help an organization recover and move on. You may still need to abide by regulatory requirements and file paperwork, but operations don’t need to stop. In the ideal scenario, customers [don’t even know](https://www.financedigest.com/women-in-technology-that-you-should-know-but-probably-dont.html "Women In Technology That You Should Know (But Probably Don’t)") there was an incident.

## **Data-driven action**

The most resilient organizations are those that rely on data to [gain an objective view](https://www.financedigest.com/oil-struggles-to-hold-gains-amid-mixed-demand-view.html "Oil struggles to hold gains amid mixed demand view") of what playbook scenarios they need to develop.  Data can [drive this prioritization and help the team understand the impact](https://www.financedigest.com/impact-com-partners-with-norsk-tipping-to-drive-a-sophisticated-partnership-strategy.html "impact.com partners with Norsk Tipping to drive a sophisticated partnership strategy") of events and how often they occur. Organizations that are [data driven](https://www.financedigest.com/the-role-of-intuition-in-an-increasingly-data-driven-world.html "The Role of Intuition in an Increasingly Data-Driven World") become objective as opposed to subjective about resiliency investments.  For example, Danske [Bank consolidated security data](https://www.financedigest.com/asia-shares-edge-higher-wary-of-us-bank-data.html "Asia shares edge higher, wary of US bank data") and processes in one environment and linked security processes to operation processes to enable a better cross-organizational collaboration.

Technology exists to help orgs analyze and correlate [data from a central source](https://www.financedigest.com/exclusive-eu-regulators-rebuff-metas-offer-to-curb-use-of-ad-data-sources-say.html "Exclusive-EU regulators rebuff Meta’s offer to curb use of ad data, sources say") and provide insights into next actions. Data can be [shared broadly to provide real-time insights](https://www.financedigest.com/acetate-salt-market-size-trends-share-insights-report-2026.html "Acetate Salt Market Size, Trends, Share, Insights Report 2026") daily, weekly, monthly, quarterly. When people throughout an org access a central source for [risk data](https://www.financedigest.com/us-dollar-gains-broadly-as-risk-sentiment-turns-sour-after-poor-chinese-data.html "US dollar gains broadly as risk sentiment turns sour after poor Chinese data"), they begin to trust it.  Data becomes the heartbeat of an organization.

[Data sharing](https://www.financedigest.com/shares-drop-yields-shoot-up-after-u-s-inflation-data.html "Shares drop, yields shoot up after U.S. inflation data") is not without its challenges. Trying to find the signal within the noise of the data points is important. Take the time to learn and address false alerts that may drive off-the-cuff decisions. When an org can use data to make decisions, major incidents move from being a technical problem to an opportunity for increasing efficiency and improving the customer experience.

Here’s an example. A risk [management](https://www.financedigest.com/banks-need-better-model-risk-management-heres-how-to-build-a-robust-framework.html "Banks need better model risk management – Here’s how to build a robust framework") officer prepares a risk presentation for the board. By the [time the data](https://www.financedigest.com/data-time-for-some-levelling-up.html "Data – Time for some “Levelling Up”") is analyzed and presented, it’s lagging data. Too much [time has passed since](https://www.financedigest.com/sterling-slides-below-1-15-for-first-time-since-2020.html "Sterling slides below .15 for first time since 2020") the event occurred for it to be meaningful for decision-making. The opportunities to [drive real change](https://www.financedigest.com/embracing-corporate-responsibility-driving-positive-change-in-sustainable-investing.html "Embracing corporate responsibility: Driving positive change in sustainable investing") have passed. Near real-time, trusted data gives the board and risk teams confidence to make more [informed decisions about the future](https://www.financedigest.com/the-cardiovascular-information-systems-market-is-expected-to-grow-on-a-persistent-note-in-the-future.html "The Cardiovascular Information Systems Market is expected to grow on a persistent note in the future").  When data becomes the centerpiece of decision-making, an org will see a cultural shift.

## **Organizational DNA**

Getting all your stakeholders–from audit to IT to the board–to recognize that resiliency can [drive an even better return on investment](https://www.financedigest.com/the-future-of-fintech-startups-driving-innovation-and-investment.html "The Future of Fintech Startups: Driving Innovation and Investment") is not something that happens overnight.

Once [data becomes the heartbeat of an organization, stakeholders across the enterprise recognize the power of data to drive](https://www.financedigest.com/crowdsourcing-of-data-to-drive-the-pharmaceutical-excipients-market.html "Crowdsourcing of data to drive the Pharmaceutical Excipients Market") more informed decisions.  Now the org is on its way to making resiliency core to the organizational DNA. It’s no longer a separate tower, work stream, or investment column. One team can’t invest in a solution in response to vulnerabilities they see because they are no longer siloed. The board can’t make a knee-jerk response based on an incident with a competitor.

When a resilient mindset is holistically built into an organization from the top-down and bottom-up, the org is in control, proactively [managing an incident](https://www.financedigest.com/on-demand-healthcare-to-bolster-the-incident-emergency-management-market.html "On-demand healthcare to bolster the Incident Emergency Management Market") response to a predefined outcome that improves its operations for the future.

With the power of social media to burnish or hurt brands, the importance of resiliency planning increases. Customer expectations and tolerance of failure and resilience have dramatically decreased. So, organizations that deal with incidents quickly and [transparently gain](https://www.financedigest.com/digital-health-market-size-to-gain-traction-of-us-536-6-billion-growth-opportunities-by-2025-transparency-market-research.html "Digital Health Market Size to Gain Traction of US$ 536.6 Billion, Growth Opportunities by 2025: Transparency Market Research") customer loyalty and retention. When an incident is dealt with badly, an org will often lose customers. Having a backup plan is critical so that the customer doesn’t want to move to a competitor.

## **Embracing risk as opportunity**

Resiliency is most successful when it’s woven into an organization’s DNA. Resiliency planning based on data is the [key to understanding what risks](https://www.financedigest.com/helping-lenders-address-climate-risk-six-key-factors-to-consider.html " Helping lenders address climate risk: Six key factors to consider") are most prevalent and how to deliver a predefined outcome to your customers, employees, and shareholders. You don’t need a failover for everything. Instead, scope your [resiliency investment](https://www.financedigest.com/true-operational-resilience-must-include-investing-in-esg.html "True operational resilience must include investing in ESG") to an outcome that the culture of your org can embrace. Then grow the program from there.

Any org can be efficient and resilient.  You can say yes to both at the same time.


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