Whether it be planned or unplanned, because of COVID or a music festival we all experience the frustrations with network disruption and the weak links that mean we as customers don't get the right information, at the right time or in the right place. 
From a customer standpoint this is extremely frustrating, and for an agency this poses a risk of disenfranchising an already fragile customer base that has become accustomed to working from home or using more convenient modes.
For an operator this is also a real challenge as their ability to effectively service disruption events is hampered by the workflows, systems and data assets needed to enact out-of-the-ordinary service changes. 
So, how can we turn this frustration into a more positive outcome, and present an opportunity to iteratively test new service models, ways of engaging with the customer and means to manage out of the ordinary events? 
This session will talk through some emerging examples of how this can be done more effectively, the tools needed for agency and operator to collaborate and a few use cases of what the future could look like.... particularly in the context of continued infrastructure related disruption and the lead up to major events in Australia.