, Managing Director Customer Experience, Gobeyond Partners: There is a future here that doesn’t return to the old normal. I think the model of having a permanent ‘at-home’ capability will be more prevalent.
, Chair, Support to Win: Businesses will be more sophisticated in how they utilise different types of communication platforms for different types of customers.
, Managing Director, RM Education: We now have a grip on customer behaviour as it stands today, but we also have to think about the new customer journey [going forwards] very quickly because needs are changing.
, CEO, Charles Tyrwhitt Shirts: The message to our teams and customers has been that we are 100 percent focused on safety and any time we have doubts about that we will shut down operations.
, Relationship Manager, Criticaleye: Employees need to feel comfortable and safe in their new working environment; confident they are getting the support they need.