Global Disruptions to Customer Service: How Top Brands Are Adapting Contingency Plans Amidst Coronavirus Concerns

Every company has a business contingency plan (BCP) – a blueprint for ensuring continuity of service when the unexpected occurs. But as we discovered during this week’s Customer Response Summit (CRS) in Hollywood, Florida, the global and potentially long-term effects of the novel coronavirus on travel, commuters, and work environment present unique challenges that are sure to alter brands’ BCPs — and even their business strategies — moving forward. The ….

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