Register for our next session on 12 May 13.00-14.30


At our recent QoE Online debate we were joined by a cross industry panel to discuss the unfolding Coronavirus situation and its effects on customer, employees and businesses. The concerns of the group were how to maintain the level of customer support achieved so far, especially around the wellbeing of their people.

The likely length and depth of the disruption is becoming clearer, as are the repercussions on short and medium term plans to support customers and employees. Thoughts on how companies move to a more sustainable financial model, and the impact this will have on customers and employees, are starting to filter into the conversation. The change in focus from support in a crisis to returning to something close to ‘normal’ may well be as problematic as the lockdown itself.

Output Summary

  • Hard work, flexibility and teamwork have enabled companies to build a good response to the initial challenges presented by the lockdown
  • The immediate challenge is mitigating the effects of stress and emotional fatigue on people working and those who are furloughed
  • Businesses of all sizes are starting to assess the challenges of operating in such a disrupted business environment
  • The last few weeks and coming months will demonstrate that businesses need genuine flexibility and creativity, as well as the ability to deploy real change at pace to survive
  • What we don’t have yet is a clear understanding of what good will look like in six or twelve months’ time and developing this view is a growing priority
  • The temporary focus on people over profit has provided customer and employee experience with unprecedented opportunities to demonstrate value in the face of rising expectations.

You can listen to the full session in this week’s ExperienceCast above.


  • Phil Dix – Head of Performance Improvement at WorldRemit
  • Bellal Abbas – Group Customer Expxerience Manager at BMW Park Lane
  • Stewart Bromley (COO at Atom Bank)
  • Tim Kitchener – a customer experience strategist currently working with Ford Group
  • James Kaye – Former Head of Business Change at Home group and currently working with Beyond House
  • Katy Pearce – Head of Customer Experience at Vodafone Business
  • Jonathan Cann (Global Head of CRM at Namecheap)

Guest contributors who also joined the debate were

  • Lewis Ryden, Lloyds
  • Olly Gardner, Sig plc
  • Rob Philips, Overbury

The QoE would like to thank all our panelists and guest contributors for generously sharing their thoughts and experiences in this debate.