The widespread closure of retail telecoms stores brings a new challenge for CX leaders. The shift from physical to digital CX should be carefully planned and executed to minimise any negative impact on your CX.

For this to be the case, you need to have an all-encompassing digital CX strategy. By joining this think tank, listen to how you can make sure that you are considering all of your customer needs, and no one is left marginalised.

• Assessing the needs of various user groups, particularly those considered vulnerable
• Providing training for the less digitally aware
• Offering flexible alternatives for those who have limited access to technology