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Session 305: This Girl Scout Wasn't Prepared for a Firestorm: The Importance of Disaster Communication

Bren Hanson (Help Desk Manager, Exchange Bank)

Date: Wednesday, April 10

Time: 3:00pm - 4:00pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Excellence, Customer Experience

Format: Case Study

Vault Recording: TBD

Audience Level: All

The night of October 8, 2017, is a night Santa Rosa, CA, will never forget. Struck by a fast-moving firestorm, phones were out, electricity was out, roads were closed, and people were without homes, vehicles, childcare, jobs, and resources. In this session, attendees will learn how Exchange Bank navigated the initial hours of the response: how support communicated with employees, what resources were made available to them, and how the company ran on half the resources.