We are privileged to welcome Andrew Gilliam on today's podcast. Andrew is a well-known face within the CX industry and is a regular interviewer, so it was great to be able to turn the tables on Andrew and have him as an interviewee. Andrew shares that ICMI will be releasing a report that focuses on the results of the actions taken by companies on front line employees due to COVID. It's a slightly different tack on COVID as we tend to steer away from the C-word, however, ICMI's report is based on insights and comments from real-life employees, rather than just want people "think". Highly recommended listening for anyone in CX fields, regardless of the industry.