Cybersecurity is important. Staying safe online and keeping records safe is crucial in a day and age where bad actors are pulling out every stop to gain access to your information. ITS is proud to make New York a national leader in cybersecurity – through the NYSOC, or the New York Security Operations Center, ITS is safeguarding more than 450,000 endpoints and billions of sensitive records.

But what happens when security comes into conflict with customer experience? How do you balance keeping data secure while making it accessible to the user? How many layers of verification is too many, and how much risk is acceptable?

In part three of the IT'S a Tech Podcast multi-part series on customer experience, or CX, we’re sitting down with ITS Director of Cyber Defense and Response Brian Koon as we navigate the friction between keeping systems user friendly while keeping them safe.

Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov. Follow us on X, LinkedIn, Instagram and Facebook.