They say the key to great customer experience is exceeding expectations. Today, we’ve reached an age where customers expect to be able to contact or work with organisations whenever they want, wherever they want and on whatever device they choose. With such high expectations, it becomes very difficult to even meet them, let alone exceed them. Availability issues can have a lasting impact not just on customer experience but a company’s bottom line. The lesson is clear: a business outage translates directly to customer outrage.