It’s commonly known that leaders such as CIOs and security executives (CISOs) often don’t see eye to eye. Company silos are the norm across business functions, and CX is typically viewed as the responsibility of the customer service department.

Well, here’s the news: that doesn’t work, especially during a global tech failure we’re facing right now, as I write. The IT-CX connection is more crucial than ever.

The Global Technology Outage Impact

The outage severely affects various industries, from aviation to finance and media. Flights are grounded, banks cannot process transactions, and media outlets go off-air. Customers are experiencing significant frustration and uncertainty, exposing the vulnerabilities in our interconnected systems. For businesses, the challenge extends beyond operational hurdles to managing customer relations during the crisis.

The Problem: Customer Experience Ownership

This incident underscores how essential it is for different departments to work together seamlessly and OWN CX, not point fingers at each other or think it’s just the customer service department’s responsibility. Silos worsen the impact on both staff and customers. When IT, security, marketing, customer service, finance, operations, and other departments don’t communicate or collaborate, the response to a crisis is fragmented and inefficient.

Example Insight:

During the current outage, IT departments are working to fix technical issues, security teams are focusing on data protection, marketing is scrambling to manage brand reputation, and customer service is overwhelmed with inquiries. Meanwhile, finance is dealing with transaction failures, and operations are struggling with logistical disruptions. This lack of coordination leads to inconsistent messaging, delayed responses, and an inadequate experience for everyone involved.

Key Lessons About IT- CX Connection

1. Everyone Has a Customer Experience Job

The current outage demonstrates that customer experience (CX) is not confined to a single department. When flights are grounded, banks are offline, and media outlets are disrupted, every employee—from the CEO to the intern—must play a role in maintaining a positive experience for customers. The way each team member responds to concerns during these times can significantly impact overall perceptions.

💡Cultivate a culture where every employee understands their impact on CX. Regular training and clear communication about each person’s role in creating a positive experience are essential.

2. Equip and Empower Employees

In the midst of this global outage, employees must be equipped and empowered to handle crises effectively. This means having the right tools, information, and authority to act fast. Without access to digital tools, relying on human ingenuity and old-school methods is vital. It’s also crucial that communication to the front line is non-negotiable, as they need to alleviate customer pain points during these critical times.

💡Ensure that all front-line employees are well-informed and capable of making decisions that can help mitigate frustrations. Regular training and empowerment are key to enabling them to handle crises effectively.

3. Develop Unified Communication Strategies

Clear, consistent communication is crucial during service disruptions. Customers need timely updates, and employees need real-time information to assist effectively. The current situation highlights the importance of having a well-coordinated communication strategy that involves all departments.

💡Implement a unified communication strategy that includes non-digital methods. Ensure all employees know the communication plan and how to access and distribute information during a crisis.

Conclusion: IT-CX Lessons From The Global Microsoft Outage

As this global outage unfolds, it is a stark reminder that customer experience is everyone’s job, from the CIO to the intern. Don’t wait for crises to highlight the gaps in your organization. Get ahead of it by breaking down silos now and fostering a collaborative, proactive culture. Equip and empower your employees, foster a unified approach to communication, and always prioritize the customer’s needs. Transform your organization into one that not only withstands crises but thrives through them, creating lasting trust and loyalty.