Theme:
Transitioning to a New Customer and Organizational Dynamic

Speaker:
Chris Keenan
Head, Worldwide Medical Customer Engagement, Medical Capabilities
Bristol-Myers Squibb

Abstract:
A Business Continuity Plan (BCP) should be key pillar to service delivery and is not simply a backup generator. BCP should be tailored to fit an individual business, but a typical plan will include:

• Essential business requirements with identifiable risks and potential impact to the business
• A strategy to respond, manage and recover

This session will unpack best practices for business continuity in the pandemic era.

Key Take-Aways:

• Guide to identifying risk and impact to the business
• Best practices in managing and designing a Business Continuity Plan
• Insights into how COVID19 impacted our contact centers

Note: The 30-minute presentation will be followed by a 15-minute, interactive, virtual roundtable discussion, exclusively for Customer Engagement Leadership Council members and associate members.