How to minimize the impact of COVID-19 in customer experience and build operational resilience

  • Edmund Ovington

    VP of Alliances at Unbabel

  • Jason Richardson

    Global Director Customer Success at Unbabel

  • Peter Ryan

    Principal at Ryan Strategic Advisory

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The COVID-19 pandemic has brought a set of unprecedented obstacles for organizations around the world. It has forced companies to rethink their approach to customer experience in order to respond to this time of crisis.

The most proactive organizations have been re-organizing the way they work, leveraging on a “work from home” policy, and relying on the gig economy to provide great customer service in multiple languages.

But what valuable lessons can we take from these examples? How can we adapt current operational models to a time of crisis? And how can we build long-term resilience and flexibility in customer operations?

In this highly interactive live session, we discussed the future trends of customer support and the mitigation tactics organizations can apply to increase operational efficiency, even in times of crisis.


  • Understand the future of customer experience
  • Analyze the longer-term impact of the COVID-19 pandemic, ranging from volume spikes in certain verticals to significant decrease in others
  • Learn practical mitigations tactics that will help you increase efficiency in sectors such as healthcare and travel
  • Define a clear action plan to minimize the impact of the COVID-19 outbreak across sectors which have seen a decrease in traffic, such as retail
  • Learn how to manage key relationships with customers and stakeholders in times of crisis

Hosted by:

  • Edmund OvingtonVP of Alliances at Unbabel

    Edmund Ovington drives value for Unbabel’s customer base through close relationships with key partners and investors (including Salesforce, Microsoft, Zendesk, and Concentrix). He has over 10 years of experience scaling technology, specifically B2B SaaS, companies such as Yammer.

  • Jason RichardsonGlobal Director Customer Success at Unbabel

    Jason Richardson has spent most of his 24-year career working in customer service and technology. His valuable experience brings thought leadership and a unique perspective into the future of customer service. He has been a speaker at numerous conferences and leadership summits on the value of customer success organizations and how to deploy them effectively.

  • Peter RyanPrincipal at Ryan Strategic Advisory

    Based in Montreal, Peter has been at the forefront of contact center services market advisory for almost 2 decades. Over the course of his career, he has advised contact center outsourcers, their clients, industry associations and governments on matters ranging from vertical market penetration and service delivery to best practices in offshore positioning. Peter Ryan’s expertise in outsourcing has been recognized multiple times, including’s prestigious Best Respected Contact Center Professional in 2015 and was included in Fonolo’s Top 16 Analysts Covering Customer Experience.