Organizations are focusing on incidents more than ever but failing to leverage them to their full potential. But by framing incidents and post-incident reviews as customer empathy-building opportunities, we can facilitate more creative technical problem-solving, unlock improvements to your response process, and enable organizational agility that otherwise might have gone unnoticed. This workshop will deliver actionable methods to increase customer empathy before, during, and after an incident. Attendees will learn how reframing incidents and post-incident reviews around the customer inspires more creative problem-solving and drives superior experiences for customers; and how deeper relationships between responding groups creates organizational gold.