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There is no question that the Coronavirus Pandemic, and its impact both in a health context as well as and the subsequent lockdown we’ve all experienced, will impact our behaviour as consumers. Some of that will be temporary and some will involve lasting changes. Martin will give you his perspective on what he thinks these changes will entail and what consumer-facing businesses will need to do to adapt to these changes and to meet consumer expectations.
Martin is renowned as a global expert on customer experience and consumer behaviour. He is the founder of Customer Service Action and he has 37 years experience in the retail sector, previously heading up online and multichannel operations for Harrods, Pentland Brands, Burberry and Ted Baker. He appears regularly on BBC TV and Radio, on Sky, ITV, Channel 5 and a host of other media channels such as LBC, The Times and FT to discuss consumer issues relating to the retail, travel, casual dining, automotive and financial services sectors. He was also on the shortlist for the business book of the year in 2019 for his book, 100 Practical Ways to Improve Customer Experience.