An analysis of 100 breaches and thousands of press reports shows that empathy and transparency, not perfection, now define effective crisis leadership. Far from being soft, empathy uncovers critical facts, builds regulator trust and materially reduces risk. When breaches hit, starting with humanity delivers better outcomes than aggression ever has. In this guest article, Lowenstein Sandler partner Amy Mushahwar and Intrepid Agency president Chris Thomas parsed their breach research findings, set forth the elements for crafting a trust-building response to an incident, provided guidance for putting those elements to work and offered examples of companies that got it right.
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