Client Story
Delivering Trusted Global Support for Cushman & Wakefield
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Introduction & Context
Q1. To begin, could you briefly introduce yourself and your role at Cushman & Wakefield?
Response: Sure my name is Conrad Sanders, and I’m the Global Security & Operational Resilience lead at Cushman & Wakefield. In this role, I lead our global approach to employee security, travel security, and resilience planning.
Q2. How does Cushman & Wakefield approach Duty of Care, traveler safety, and employee wellbeing across your global operations?
Response: At Cushman & Wakefield, the health, safety, and wellbeing of our people is our highest priority. We recognize that travel especially when disrupted can be stressful, both for employees and their families.
Our partnership with International SOS ensures our travelers have trusted, 24/7 support wherever they are in the world. This reassurance provides peace of mind and reinforces our commitment to the Duty of Care. -
Traveler Assistance & Case Experiences
Q3. Could you share a recent example where an employee traveling for work encountered a medical, security, or logistical issue and International SOS provided support?
Response: We’ve had several instances where International SOS has made a meaningful difference. One example involved a colleague who fell down a set of steps at their hotel and broke their ankle while abroad.
Being injured in an unfamiliar environment and can be frightening, but International SOS quickly coordinated medical support, arranged hospital care, and ultimately assisted with their safe return home. In another case, an employee who felt unsure about their surroundings contacted the Assistance Center for reassurance, receiving calm, expert guidance that eased their concerns.
Q4. What aspects of the Assistance Centre’s response stood out to you, e.g., speed, clarity, expertise, or coordination?
Response: The most notable aspect is the empathetic and calming manner of the Assistance Center staff. Many callers reach out while distressed or experiencing an unfamiliar situation. The team’s clarity, professionalism, and ability to put individuals at ease makes a significant difference
Q5. How did this support influence the outcome for the traveler or the business activity they were undertaking?
Response: As I mentioned, the most notable aspect is the empathetic and calming manner of the Assistance Centre staff. Many callers reach out while distressed or experiencing an unfamiliar situation. The team’s clarity, professionalism, makes a significant difference -
Emotional Support & Mental Health
Q6. In situations involving stress, trauma, or uncertainty, how valuable has the emotional support or psychological first aid provided by International SOS been for your employees?
Response: International SOS plays a vital role in supporting employee wellbeing through emotional support, psychological first aid, and proactive risk intelligence. This combination strengthens our ability to protect employees in stressful or uncertain situations and contributes to operational resilience.
Q7. Have you observed any changes in employee confidence, wellbeing, or perception of safety as a result of having this support available?
Response: Yes, knowing that help is available at any time provides meaningful peace of mind. This comfort translates into improved confidence and overall well-being for our employees. -
Crisis Response & Security Support
Q8.Can you describe a time when International SOS assisted Cushman & Wakefield during a crisis or heightened security situation?
Response: A strong example is their support throughout the recent Middle East conflict. International SOS provided timely intelligence updates, continuous monitoring, and operational guidance for our travelers in affected regions.
Q9. How did our crisis response capabilities help your teams navigate the situation and maintain business continuity?
Response: The combination of ISOS’s on-the-ground insights and a network of trusted partners enabled our teams to properly understand the evolving risks and take informed, purposeful actions. This helped us safeguard our people and ensure continuity of operations.
Q10. What difference does having a global partner for integrated medical and security response make for your organisation?
Response: Consistency is key. Our employees know they can rely on one single point of contact for medical, security, or logistical concerns anywhere in the world. That unified approach strengthens both confidence and preparedness. -
Security Intelligence & Risk Awareness
Q11. How does International SOS’s security intelligence such as alerts, analysis, or advisory reports support your decision‑making for travelling employees or high‑risk locations?
Response: Accurate intelligence is essential. Without it, you’re operating in the dark. International SOS’s alerts, analysis, and advisory reports help us direct our focus and resources where they are most needed. Their guidance also empowers travelers to stay ahead of any potential risks.
Q12. Can you share an example where our intelligence helped you anticipate or mitigate a risk before it impacted your people or operations?
Response: During the Middle East conflict, we had employees and travelers in locations such as Dubai and Qatar. The insights provided, helped us anticipate disruptions, adjust plans, and support our teams more effectively. -
Conclusion: Strategic Value & Organizational Impact
Q13. How has working with International SOS strengthened Cushman & Wakefield’s overall Duty of Care and global workforce resilience?
Response: Our partnership with International SOS strengthens our Duty of Care by providing 24/7 global medical and security support, enhancing compliance with evolving risk requirements, and improving visibility and communication with our worldwide workforce.
These capabilities support leadership decision-making and reinforce our resilience framework.
Q14. What would you say to other organizations considering partnering with International SOS to support their travelers and global teams?
Response: Partnering with International SOS gives organizations confidence that their travelers and global employees are supported by world class medical and security expertise. It enables safer operations, stronger resilience, and greater peace of mind for both leadership and staff.