Re-Imagining Retail: Adapting Your Strategy in this Strange New World

Originally recorded April 2021, this session was part of Retail Week and World Retail Congress' Retail Connected Conference 2021, and was sponsored by Route 101.

The session features Peter Lorant, COO of Zendesk EMEA, and Charmaine Vallance-Poole, Head of Customer Experience at Holland & Barrett International, discussing how the Holland & Barrett team handled pivoting the in-store and customer service teams to remote workers, and how they dealt with a huge increase in demand over the pandemic. 

Download the recording now to learn more about:

  • How Holland & Barrett handled a 300% increase in ticket volumes through automation
  • How the agile response to the pandemic ensured service continuity even in the face of high demand
  • How the Holland & Barrett leadership team were able to support staff working in-store and remotely throughout the pandemic

and more! 


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