CrowdStrike CEO faces backlash for response to global outage

CrowdStrike CEO George Kurtz Faces Criticism for Response to Global Tech Outage

CrowdStrike CEO George Kurtz has come under fire from the communications community for his handling of the recent global outage that impacted airlines, financial institutions, and medical facilities. The outage, which occurred on July 19, not only damaged CrowdStrike’s reputation but also raised concerns about the impact on major customers like Delta and Microsoft.

In his initial statement following the outage, Kurtz identified the problem, outlined who was affected, and provided updates on the situation. However, critics were quick to point out the absence of an apology in his message, leading to accusations of a heartless and indifferent response.

According to industry experts, CrowdStrike missed an opportunity to salvage its reputation by failing to issue a more empathetic statement. While the company did make media appearances on shows like “Today” and CNBC, it relied heavily on lengthy, jargon-filled statements rather than clear visuals that could have resonated with social media audiences.

In contrast, Delta Airlines CEO Ed Bastian has been proactive in offering updates and apologies to customers affected by the outage. Microsoft’s communications team also worked diligently to clarify that the issue was with CrowdStrike, not Microsoft.

The incident serves as a reminder of the importance of effective communication and apology strategies, even when a company is not directly at fault. As one tech executive noted, brands must be able to acknowledge and address consumer challenges, regardless of fault.

Looking ahead, CrowdStrike will need to reassess its approach to public communication, particularly as it prepares for Kurtz’s upcoming congressional testimony. The incident highlights the challenges of B2B companies in communicating with individual consumers and underscores the need for a more transparent and empathetic approach in crisis situations.

Overall, the outage serves as a wake-up call for CrowdStrike and other companies in the cybersecurity space to prioritize effective communication and customer relations in times of crisis.