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From shadow tracking to global acculturation: Our journey to the heart of the incident.

REXCommunication et CollaborationMonitoringCulture et Méthodologie

2026-12-10 | 03:45 PM - 04:15 PM

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This case study demonstrates how to implement an incident management process in the music industry without real-time constraints. By moving from purely technical tracking to radical visibility through the use of tools, this topic has become a lever for getting the entire company on board. Emmanuel will share the key takeaways and challenges.

In the collective imagination, incident management is all about adrenaline. Yet, the reality is quite different when operating in the music industry, with its long cycles and no real-time constraints. The absence of absolute urgency is a trap: without the pressure of live events, creating rigor and imposing a cross-functional process becomes a purely organizational challenge. This unfiltered experience report retraces our journey, which began as a 100% tech-focused initiative, isolated for the first year, centered on raw tracking that only interested us. The real turning point came with the tools. Far from being a simple technical update, these tools provided such radical visibility that they forced us to formalize a clear process, train our teams, and accept feedback. They became our best levers for simplification, allowing us to break out of the technical bubble and build buy-in with non-tech departments. Emmanuel will share our keys to putting the tool at the service of the organization's culture, but also our current struggles, on measuring the effectiveness of the process and its improvements, which remain a constant challenge.

Speakers