In this issue we explore how organisations are starting to think seriously about what the near future is going to look like. Where will we be working? How will we recruit and train the right people? How will we interact with customers?

While we may not have all the answers to these questions, we do know that the companies best placed to understand and meet their customers’ needs will be the ones to thrive in the long term. Whatever else may change, the importance of doing best what matters most to customers is a constant.

We've got articles and features from Cat Lewis on 'work modes', Steve Morris from Learning Curve on getting the right people with the right skills, Starling Bank on building a new bank brand based on a great, empathetic, customer experience, and much more.