Rhian O'Hare

There's no denying that frontline and customer service roles in retail are demanding, carrying a high emotional load and the pressure to resolve issues often beyond their control. When major incidents occur, they are often at the eye of the storm - managing pressure and uncertainty while having little control over the root cause.

In this exclusive M&S case study, hear from Rhian O'Hare, who led their customer service function through a period of intense disruption and oversaw the setup of a new contact centre in just 48 hours to keep every customer connected.

In an era of rising cyber threats and AI-driven change, this session is designed to ensure you are set up for faster incident response and are able to scale support at speed and stay grounded in real customer sentiment to protect trust and loyalty.

• Preparing for the unexpected: designing pathways to deal with incidents before they occur
• Bulletproofing your planning for every eventuality to ensure timely incident management and set-up of support channels 
• Remaining in touch with customer sentiment to ensure your incident management responds to what truly matters to your customers