How Blue Yonder Builds Cyber Resilience Through Customer Trust | STRIVE

Building cyber resilience in supply chain requires more than strong defenses — it demands radical transparency, consistent communication, and a trust-first culture. In this episode of the STRIVE podcast, Commvault's Chris Mierzwa sits down with Dr. Erika Voss, SVP and Global Chief Security & Data Officer at Blue Yonder, and Sam Archey, VP of Trust, to explore how they've spent a decade pioneering the discipline of customer trust inside one of the world's leading AI-driven supply chain management companies. From incident response communications to tabletop exercises with executive leadership, this conversation is packed with hard-won lessons for security leaders at every level.

00:00 Introduction to Cyber Resilience and Trust
04:06 The Role of Customer Trust in Cybersecurity
06:50 Building Trust Through Transparency
09:54 Cyber Resilience: A New Paradigm
13:01 Integrating Security Across Operations
15:51 Influencing Organizational Culture for Trust
18:52 Tabletop Exercises: Preparing for Incidents
21:44 Customer-Centric Approach to Security
24:58 Final Thoughts on Trust and Resilience

🔑 Key Takeaways
* The initial phase of an incident are the most critical window for establishing (or damaging) customer trust
* Early, proactive outreach — paired with a clear and consistent communication cadence — builds credibility and reinforces confidence
* Customers don’t evaluate whether you were attacked — they evaluate whether they heard it from you first
* Blue Yonder’s “Trust Thursday” program creates a regular forum to partner with stakeholders across the business and share security updates
* The “Department of Know” framework: how security leaders build influence by bringing knowledge and options to the table, not just restrictions
* Running tabletop exercises with ELT builds muscle memory so decision-making during a real incident is faster, calmer, and more consistent
* The difference between authority (compliance) and trust (commitment) — and why titles alone won’t get you either

TL;DR
Two senior security leaders at Blue Yonder share how consistent communication, a "customer-first" philosophy, and proactive trust-building before a crisis hits are the real differentiators in cyber resilience — especially in high-stakes supply chain environments.

👥 Who Is This For
* CISO / CSO — Frameworks for building internal influence and external customer trust during and between incidents
* CIO / CTO — Understanding how security and product teams can be integrated on both sides of the customer relationship
* VP of Security / Security Directors — Practical models for cross-functional collaboration, tabletop exercises, and executive engagement
* Security Communications & PR Leaders — How to structure customer-facing incident communications that are timely, accurate, and trust-preserving
* Supply Chain & Operations Executives — Why cyber resilience is now inseparable from supply chain continuity strategy
* Risk & Compliance Officers — How governance, transparency, and customer accountability intersect in a modern security posture

📌 Resources Mentioned
Readiverse: https://readiverse.com
Blue Yonder: https://blueyonder.com
LinkedIn ResOps Community: https://www.linkedin.com/groups/17825059/

❓ FAQ
Q: What is "customer trust" in a cybersecurity context?
A: Customer trust is the proactive, ongoing practice of keeping customers informed during security incidents — even before all the details are known. As Sam Archey explains, simply telling a customer "we know about a thing" in the first hour goes further than a polished statement issued days later.
Q: What is a "Trust Thursday" and should my organization do one?
A: Trust Thursday” is a structured, recurring forum designed to bring security and business stakeholders together. It focuses on sharing relevant updates, partnering across the organization, and aligning on risks and priorities. The goal is to build credibility, strengthen relationships, and create a foundation of trust.
Q: Why are tabletop exercises so important for executive leadership?
A: Tabletops with the ELT create the "muscle memory" needed to make fast, confident decisions during a real incident. Teams that have rehearsed know their roles, know who to call, and don't waste critical time mid-crisis.
Q: How does supply chain complexity affect cyber resilience strategy?
A: Supply chain companies like Blue Yonder have dependencies across third, fourth, and fifth parties, making traditional perimeter security insufficient. True resilience means planning for "when — and again," not just "if."

#CyberResilience #IncidentResponse #CustomerTrust #BlueYonder #ResOps

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