When A Single Process Failure Sparked a Crisis — Why Root Cause Analysis Must Be a Weekly Habit
A Story to Start In late 2025, a major subscription platform faced a sudden spike in cancellations. At first, leadership assumed it was a seasonal fluctuation.Then they blamed market trends.Then pricing. But customers kept leaving. Escalations rose.Support volume grew.Social sentiment tanked.Refund requests increased.Supervisors flagged “the same issue repeating.” When CP Spike audited the operation, we […]