One bad software update by cybersecurity firm CrowdStrike unleashed global chaos last week with flights cancelled, hospital systems down and banking applications going offline. How did a routine update become a full-blown crisis, and will we see more in future? Steven Chia and Crispina Robert ask Gaurav Keerthi, head of advisory and emerging business at Ensign InfoSecurity and Benjamin Ang, head of Digital Impact Research at the S Rajaratnam School of International Studies.