Webcast: How Should You Communicate with Customers During a Crisis?

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Webcast: How Should You Communicate with Customers During a Crisis?

COVID-19 has turned the global business world upside down. Companies continue to adjust to the reality of working from home and all that implies. How a company manages through this period will be remembered not only by a company’s employees, but also by its customers.

Former Congresswoman Susan Molinari, a public policy and communications expert and member of the Protiviti Advisory Board, and Protiviti executive vice president Patrick Scott, who leads the firm’s Client Programs, will be interviewed by Protiviti managing director Frank Kurre on the do’s and don’ts of customer communications and outreach during a crisis.

Following this webinar, you will be able to:

  • Describe the added importance of customer communications during a crisis, and how it distinguishes companies that are most effective from others
  • Discover the role of a crisis communication playbook, even when circumstances are so unusual that a playbook doesn’t seem of much help
  • Identify best practices and key considerations in customer communications during a time of crisis
No prerequisites required. Level: basic. Field of study: Communications & Marketing. Instruction delivery method: Group Internet Based. Elements of Engagement: Polling Questions.
Protiviti is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.nasbaregistry.org. For more information regarding administrative policies, complaints and refunds please contact the Protiviti CPE Administrator at [email protected].


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Susan Molinari: Susan served as vice president of Google’s Public Affairs for the Americas from 2012 - 2018, where she managed teams that monitored and interacted with both Democratic and Republican U.S. Administrations, federal departments and agencies, and state and foreign capitals. In addition, she has been a leader of multiple offices for Omnicom, the international public affairs and lobbying giant. She is a respected media communicator, appearing on multiple broadcast networks. Susan is a former member of the U.S. House of Representatives for New York City who served twice as a member of the GOP Leadership. During her time in Congress (1990-1997), she developed a strong record of bipartisanship and effectiveness on a wide range of issues. In addition, Susan has worked with corporate America as a member of the board of Protective Life and of the Toyota North America Diversity Board, as chair of the corporate social responsibility Century Council, and at a global law firm.

Pat Scott, Executive Vice President, Global Industry, Client Programs and Marketing, Protiviti: Pat oversees and coordinates the efforts of the Industry Program leadership, as well as guides the strategy for the program, which encompasses seven industries. Pat also leads Protiviti’s global account management program, ensuring delivery on our promises to our clients and helping serve the complex needs of Protiviti’s largest clients around the world. He is an experienced consultant with more than 30 years of experience delivering internal audit solutions to clients in a variety of industries. Prior to joining Protiviti as a founding managing director, he was a partner at Arthur Andersen. Pat holds a bachelor’s degree from Purdue University. He is an active member of the American Institute of Certified Public Accountants (AICPA) and Institute of Internal Auditors (IIA).​

Frank Kurre, Managing Director, Protiviti: Frank Kurre is a managing director and Protiviti’s global account management leader. Based in New York, he works with the firm’s clients and account teams in leading the account management program and helping drive business development in the firm’s accounts. Frank brings over 35 years of experience providing consulting solutions in audit, technology, business process, controls, analytics, risk, compliance and strategy. His areas of expertise include strategic planning, board governance, leadership development, enterprise risk management, budget reviews, treasury consulting, financial reporting, internal audit, and forensic auditing. Frank has deep experience advising boards, board committees and management teams on a wide array of strategy, risk, finance and accounting matters, and across global entities including financial, private equity, Fortune 1000, Russell 1000 and Russell 2000 public companies. Previously, Frank served as the Managing Partner of the U.S. Northeast region for a Global Accounting Firm, the largest market territory of the firm, and as managing partner of Metro New York (2013-2018). Prior to joining that firm eighteen years ago, Frank was a Worldwide Partner at Arthur Andersen LLP.


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Patrick Scott
Patrick Scott
EVP, Global Industry, Client Programs and Marketing