Rhian O'Hare

Head of Customer Services Marks & Spencer

Agenda Day 2

3:10 PM CASE STUDY: Navigating Rapidly Evolving Circumstances to Protect Your Brand and Loyalty

In this exclusive M&S case study, hear from Rhian O'Hare on leading the customer service function through a period of rapidly evolving circumstances, including mobilising support quickly to maintain continuity of service and keep customers connected.

In an era shaped by ongoing technology change and increasing expectations, this session will focus on how to strengthen incident response, scale support effectively, and stay closely connected to 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

Check out the incredible speaker line-up to see who will be joining Rhian.

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