When Things Go Wrong: Your CX Emergency Response Playbook for Restoring Trust

Session Abstract

Every company faces moments when customer trust is on the line, and the difference between churn and loyalty often comes down to how a company responds in the first hours of a crisis. This interactive workshop draws on high-stakes emergency management principles to help CX leaders build confidence under pressure, communicate with clarity, and turn critical incidents into long-term trust, with main takeaways including how to turn customer incidents into opportunities for loyalty, a clear framework for crisis communication, techniques for effective post-incident reviews, and strategies to move beyond apologies to proactively rebuild trust.