In such volatile trading conditions, organisations need to design for multiple possible scenarios to minimise disruption for customers and colleagues when operating environments change.
For any complex business operating at scale, making improvements to services and the experience for customers is a continual effort. Right now, this effort is compounded by uncertainty. It’s not clear just how fluctuating Covid cases will shape government guidance or how differently consumers will behave.
Businesses need to prepare responses to several potential operating environments, changes of tack and phases of unlocking or relocking.
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