We have rarely experienced such uncertain times. There seems to be a stream of things to worry about, and concerns about everything from climate change to personal privacy.

Politically, there is the huge impact of changing EU legislation to be considered, as well as domestic politics and the growing trend of polarisation across the board. Change seems to be happening at an almost unprecedented rate, with headlines out of date the same day they are first produced.

Perhaps related to the changes in the political sphere is the huge amount of growth recently seen in wellbeing focus: not only have many organisations adopted mental health strategies in the last couple of years to help staff cope, but the wellbeing industry is also experiencing a boom, with everything from desk plants to meditation aids enjoying a new peak in sales.

The cultural landscape seems to be constantly changing – managing customer operations today is about juggling plans which seemed sensible last year, but are no longer feasible or beneficial this year.

How can you be confident that the decisions you make today are fit for purpose tomorrow? Learn from those who are succeeding at our Annual Convention, where over 400 delegates from across the customer service sector will be in attendance.