The Changing Face

The recall environment and the attaching risks are evolving continuously. Product related issues can easily escalate from just managing a few complaints (which are often the first indications of an issue), to product withdrawals and in the worst-case scenario, a full product recall event.

Significant strains could also come from strategically cutting costs, hiring of talent, remarkably accelerated inflation, component parts shortages, limited or complicated supply chains, and preparedness around removing unsafe product from the market. On top of this, legislation changes in many industry sectors must be considered and applied correctly and practically as they come into law.

In this session, we will be focusing on brand protection which, for this purpose, means preparing for and managing product recalls, including managing customer complaints via contact centre to product recall events in the manufacturing arena. We will discuss what some of the key drivers of these actions might be and we will include a few case studies to illustrate some of the issues businesses have faced during the past 25 years.