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2020 Session 5

When Disruption, Transformation, and Innovation Don't Go As Planned

A fast and hard look at crisis communication when your technology experiences interruption. If you find yourself, your team, and your users feeling stressed when something breaks, this is for you. We felt that way, too. So we changed the way we communicate and began to experience low-to-no relational impact with our user-facing team and our users. The key? A strong plan for communication. In this session, we will focus on what to say, how to say it, and who should be saying it during unexpected interruption. In addition, we'll look at tools for building helpful resources to create a sustainable process, eliminating single points of failure. This session is ideal for leaders that communicate with people who support external users.

Tuesday 11th August 2020
1:00pm - 1:50pm 



Eva Hyder is the Operations Strategy Manager for the user support team at CoverMyMeds. With a background in Business Psychology, understanding people and communication drives her leadership. Spearheading an overhaul of communication tools and resources, Eva has been a stable presence for an ever evolving support team. Eva's strong desire to continuously lead by innovation and grace has produced an immeasurably positive impact to CoverMyMeds. Her focus is recognizing the need for proactive strategy, rather than reactive decisions, and developing self-sustaining procedures and a culture of trust to ensure lasting success when crisis arises. She is excited to share this with the conference.


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