Tech leaders must prioritize resilience and customer communication

In today's tech environment, businesses face challenges from unexpected technical failures. Agur Jõgi, CTO of Pipedrive, highlights the importance of being prepared for these crises. As companies adopt new AI technologies, the risk of outages grows, leading to potential service interruptions. Customers expect reliable service and often do not consider the reasons behind outages. Therefore, tech leaders must ensure that their systems can handle failures gracefully. This means keeping core functions operable, even when parts of the system fail. Trust is a vital element in customer relationships. Failures in AI can lead to a loss of confidence, prompting customers to seek alternatives. To maintain trust, companies should adhere to best practices and prepare comprehensive crisis management plans. Resilience is essential for organizations to adapt and maintain operations. Leaders need to monitor performance and assess customer perceptions through various metrics. This will help in proactive decision-making to improve customer satisfaction. Effective communication during outages is crucial. Accuracy is the priority, allowing customers to understand the situation clearly. Tech leaders must balance technical details with compassion, as different audiences will interpret messages differently. As technology becomes more complex, businesses must become better at managing crises and expectations. The human element remains critical in navigating these challenges and ensuring long-term success.