Why Resilience Needs the Human Element | Tech Unscripted

Host and guest Evan Mintzer (Director of Production Infrastructure, Customers Bank) discuss how banks build digital resilience through network design, redundancy, data visibility and governance. The episode covers practical challenges around third-party services, AI-assisted monitoring, and making sure critical systems keep money flowing. Key topics include the balance between automation and human oversight, the importance of shared ownership of data across teams, regulatory pressures (FFIEC, DORA), and the need for accurate documentation and tools like machine data lakes to gain context and control. The main takeaway: protect customer trust by combining the right technologies, operating-model integration and people — focusing on visibility, quick reaction, and sensible investments in security and automation.