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Core Service
Crisis Management
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How NTT responded to a high-profile global cyber incident in real time
When one of the world’s largest telecommunications providers faced a live, escalating cyber crisis, NTT brought advisors of Fixinc in to guide rapid response, internal coordination, and customer assurance under intense pressure.
The Challenge
NTT, a global telecom and IT services provider with operations in more than 50 countries, faced a fast-moving cyber incident that threatened customer trust and regulatory confidence.
A cyber breach affecting one of their core services had been detected, and while it hadn’t yet made global headlines, NTT’s senior leadership knew the situation had the potential to escalate rapidly.
The challenge was to move fast, communicating with internal stakeholders, managing customer relationships, coordinating incident response teams, and preparing for potential public exposure.
Advisors now senior members and Directors of Fixinc were brought in.
The Approach
Our Advisors joined NTT’s incident response effort as strategic advisors, working across global security leads, customer experience executives, and internal comms teams to create structure, speed, and clarity in the middle of real-time disruption.
While technical mitigation was underway, they focused on response coordination:
- Supporting the activation of NTT’s Crisis Management Plan
- Facilitating a clear reporting structure between country-level and group-level stakeholders
- Assisting customer teams in preparing briefings, FAQs, and incident assurance communications
- Preparing executive leadership for escalation conversations, media questions, and internal staff engagement
We applied proven Crisis Communications and Executive Advisory Disciplines to ensure the messages being sent to global customers were transparent, timely, and backed by a united internal narrative.
The Outcome
The incident was resolved before any major public fallout, and NTT’s response was internally regarded as one of its most coordinated to date.
Through our Advisor's support, NTT was able to:
- Deliver aligned communications to impacted customers within hours
- Maintain confidence across senior stakeholders and global business units
- Debrief effectively post-incident, capturing key response learnings for future program improvements
Our Advisors continued to support NTT in the weeks following the event, advising on comms retrospectives, plan adjustments, and cross-functional scenario testing to improve internal readiness.
This wasn’t a drill. It was a live cyber incident and we were there to help make sure the right people said the right things, at the right time.
NTT
Brad
Ollie
Crisis Management
ITDR
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Fixinc has gathered dozens of passionate clients who are prepared to vouch for our service. Even if you don't have a proposal or program with us, we can arrange a reference check.
