There are events in business and life that put everything else into perspective. Sometimes, these are moments of crisis, yet also moments of clarity; moments of shock, and moments of growth.
In April, Sisense, the company I lead, suffered a cybersecurity incident. As a tech company serving some of the biggest names in the industry, it wasn’t a huge shock. We were hardly the first—and certainly won’t be the last—company to suffer a security incident, and the question wasn’t really “if”, but “when” it would happen.
Adversity comes with the unique opportunity to surpass yourself and I believe that is exactly what we at Sisense have done – rise above. The wisdom and lessons we’ve gained from this incident are precious and hard-earned, and I thought I’d take some time to share what I learned from one of the most challenging months of my career.
Leading with transparency through crisis
A security incident is a harsh reality, and this one hit us hard. While the details were initially confusing, I knew staying silent wasn’t an option and recognized that we needed to be completely transparent with our customers from the get-go. Sharing this experience on my LinkedIn account wasn’t just about Sisense—security threats are an industry-wide challenge. By being open, I hoped to learn from others and offer solidarity to CEOs facing similar situations. In the face of crisis, transparency can foster trust and pave the way for a more secure future for everyone.
Crisis reveals your team’s untapped potential
A crisis can act as a crucible, forging unexpected strengths within your team. You discover colleagues you can trust implicitly to deliver, even when the task is far removed from their usual duties. Some individuals step up and become true leaders during stressful times, demonstrating that leadership is not earned with a title but through action. Crisis can be a transformative learning experience, showcasing the hidden depths of talent and dedication within your team. When facing such challenges, collaboration is key. Working together, a team can unlock hidden reserves of creativity and problem-solving skills, allowing them to overcome even the most daunting obstacles.
Human touch in crisis: prioritizing customer care
A security incident can feel impersonal, but I realized the impact on our customers was anything but. I knew I had to put myself in their shoes, understand their worries, and address them directly. They were accountable to their stakeholders, and I felt a deep responsibility to provide clear facts and a commitment to a swift resolution. Recognizing that both us and our customers were affected, I promptly picked up the phone and personally called dozens of our top customers.
These weren’t scripted conversations: I wanted genuine human interaction. In addition to these calls, we held daily video briefings. It took time, but I believe those efforts went a very long way in building trust. Every communication that followed, from daily FAQs to ongoing support, was tailored to our customers’ needs. We listened closely to their concerns and actively addressed them. In a crisis, a human touch can make all the difference: it shows we care about our customers as people, not just numbers. And being customer-centric has always been, and always will be one of our core values as a company. Faced with the dilemma of oversharing in response to customers’ requests versus sticking to facts and risking complaints about a lack of information, I chose to stick to facts for the benefit of the customers.
Learning from crisis: a CEO’s responsibility
My leadership journey has taken me from corporate executive to CEO. At Microsoft, I was part of a team, tackling problems collaboratively and having a manager to share responsibility with. Now, at Sisense, I have the privilege of shaping the company’s vision and turning ideas into action. But with that responsibility comes accountability. There’s no one to pass the buck to: the onus rests on my shoulders during good times and bad times. This incident was a stark reminder of that responsibility but also a chance to learn. By taking full ownership, I could lead by example, navigate the crisis, and emerge stronger alongside the Sisense team. A CEO must learn from challenges and turn them into opportunities for growth.
Lessons Learned: Building a stronger security culture
The recent security incident served as a reminder. We were lucky to maintain business continuity, but it exposed vulnerabilities. Now, our focus is on continuous enhancements.
We’re working to identify and address weaknesses. A systematic review of security protocols and communication is crucial to eliminate those chinks in the armor. This isn’t just a job for the CEO or CISO: cybersecurity is a company-wide responsibility. Everyone plays a part.
Moving forward, we’ll leverage this experience and will come out stronger. While the team responded admirably under pressure, we could also have been more prepared. For instance, companies of our size don’t always have a crisis response plan, but having one would have saved us valuable time. Most importantly, we’ll be continuing to cultivate a culture of security awareness. Every employee needs to understand their role in safeguarding our company. By proactively creating a comprehensive communication incident response plan, we’ll be better equipped to navigate future challenges. The time to invest in preparedness is now. This way, we can focus our energy where it truly matters: delivering exceptional value and service to our customers.
About the Author
Ariel Katz, CEO, Sisense. Ariel brings over 25 years of experience to the world of technology and the development of large enterprise cloud products. He played a leading role at Microsoft in establishing and building Power BI, one of the world’s leading cloud BI services. Later, he led the development of Dynamics 365 for Sales and helped turn it into a smart and modern cloud service. Ariel was part of the senior management team at Microsoft’s development center in Israel and was previously the site’s Chief Technology Officer.
Ariel can be reached on his LinkedIn page at Ariel Katz