Customer

This issue of the CT Brief, focusing on customers, was conceived before COVID-19 turned the whole world upside down. Yes – the whole world – yes, upside down – this is really happening. Did anyone have this on their risk map?

The articles in this issue – most of which were written before the outbreak of COVID-19 – explore the potential and challenges for organisations to create meaningful engagement, with authors searching for authentic touchpoints and for ways of overcoming remoteness. As we emerge from the shadow of the global pandemic, this will matter more than ever before.

This issue also marks a radical digital update to our CT Brief. Please send your comments and feedback to Zina Smith.

In this issue

Contributors:

Radojka Miljevic, Partner, Campbell Tickell | James Tickell, Partner, Campbell Tickell | Ceri Victory-Rowe and Sarah Loader, Consultants, Campbell Tickell | Bruce Moore, Chief Executive, Housing 21 | Andy Jameson, Chair, Basis | Marc Nohr, Group CEO of Miroma Group and Chair JW3 | Gill Bull, former Director of Freedom of Information Complaints and Compliance, Information Commissioner | Richard Blakeway, Housing Ombudsman | Annelie Sernevall, Associate, Campbell Tickell | Cllr Peter Fleming, Chair of Improvement and Innovation Board, LGA | Durka Dougall, Senior Consultant, The King's Fund