Let’s rewind back to January 2020. If you had the gift of hindsight, what would you have done differently? Our virtual panel of contact centre heroes will open CCW Disrupt by discussing their 2020 journey, their challenges and the impact this caused for their organisation. Learn what they would have done differently had they been prepared for the same level of disruption COVID-19 caused, and why a strong CX continuity plan will be the bread and butter that holds businesses together!

• Maintaining loyalty and trust for both your teams and customers to mitigate consumer panic in the wake of increasing change
• Improving your business continuity plan to address all levels of disruption
• Going from reactive to proactive in your customer experience strategy to drive customer loyalty no matter the times
• Reassessing KPI and measurement models: what to look for and consider to maintain ROI

Panelists: