Effective incident management goes beyond technical fixes- it requires clear communication and a strong customer experience strategy. Who leads the response? How do we keep affected customers informed? And how do we maintain their trust when services go down?

In this episode, we welcome Kat Gaines, Senior Manager Developer Relations at PagerDuty, to explore the critical role of customer support in both coordination and communication of incidents. I first met Kat after she spoke at DevOpsDays Montreal 2024, where her insights on incident communication really hit home. Tune in as we dive into best practices for managing incidents with greater transparency, humanity, and trust.

Contact Kat:

• Email: kat@pagerduty.com • LinkedIn • Bluesky

Check out the amazing and free resources her team builds/curates:

• https://response.pagerduty.com • https://community.pagerduty.com