INSIGHTS

Dave Pattman, 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.

Simon Burckhardt, Chair, Support to Win: Businesses will be more sophisticated in how they utilise different types of communication platforms for different types of customers.

Steve Burnett, 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.

Luke Kingsnorth, 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.

Tania Cabrera, Relationship Manager, Criticaleye: Employees need to feel comfortable and safe in their new working environment; confident they are getting the support they need.