As the space widens between what organisations say and do, and what customers and employees want, we find ourselves officially in the era of the Trust Gap. How do organisations close the trust gap? What tools and techniques are vital to build a strong bond of trust with customers and employees?

It is 10 years since the financial crisis of 2008 last brought significant changes to the shape and size of organisations, but the shocks created by the current COVID-19 pandemic are likely to be much greater. Businesses will need to keep employees confident, focused, and motivated, in order to weather the storm as the economy begins to recover. What does this mean for the employee experience?

With users' expectations now changing even more rapidly as a result of the Coronavirus pandemic, what can we do to deliver value as experience designers, product owners, employers and businesses?

As the world around us now changes more rapidly than ever, what we can be sure of is that brand and marketing will be fundamental in helping to shape how businesses have to do business to survive and thrive in a time of crisis.