Why Social Media Is Forcing Risk Leaders to Relearn the Basics

Jennifer Marshall-Robertson’s Risk Leaders Connect talk highlights a crucial truth: the growing complexity of risk in a digital age doesn’t eliminate the need for fundamentals—it demands them more than ever.

While automation and AI are modernizing the financial sector, these tools amplify, rather than diminish, the importance of robust governance structures, clear communication protocols, and a disciplined approach to customer and employee engagement.

Social media, in particular, has created a landscape where reputation risk is immediate, global, and unpredictable. Jennifer emphasizes that a single click—by a customer or an employee—can irreversibly damage a brand. She advocates for policies that anticipate these risks, including social media guidelines, internal communication standards, and transparency initiatives like publishing audited customer service results.