Keynote Session Topics

Interested in learning about what are keynotes are set to present? Check out the information below and be sure to visit the Speaker Information page to learn more about our speakers.


Learn More about Our Keynote Speakers 
Wednesday, 13 March 2019 | 9:30 AM

Paul Barber
CEO
Brighton & Hove Albion Football Club


Our Fan-Centric Approach to Success

A presentation focusing on how the football club engages with its supporters and the community. The individuals within our communities the club wants to have a touch point with and the one to one engagement that is enabled through the community approach the club takes.

Wednesday, 13 March, 2019 | 10:35 AM

Dan Moross
Director of Customer Experience
MOO


How MOO "Connects the Dots" Between Employees and Customers

We all know that customer experience can be a key differentiator, but energising the entire organisation to realise its true value can be tough. How can you build solid foundations, that don't just pay lip-service to the customer but insure your colleagues are inspired to make changes and take action? This session will showcase how MOO has used cross-functional collaboration and employee-customer interactions to build a culture of customer centricity.

Wednesday, 13 March 2019 | 4:45 PM

Siobhan Hennessy
Head of Customer Experience
Musgrave Retail Partners Ireland


Avoiding the Pitfalls that Stop us Delivering Great Customer Experiences

Einstein said “we cannot fix our problems with the same thinking that created them in the first place”. In this talk, we’ll explore what is stopping us from continually delivering on great experiences for our consumers and importantly what the solution is. We’ll go through design thinking/service design as a newer approach to delivering on CX strategy and run through case studies on how this works in practice (and the results).

Thursday, 14 March 2019 | 8:30 AM

Justin Conry
Head of Transformation
Three Ireland

The Future of CX: Key Considerations in a Holistic Approach to Experience Management

CX: Alignment with process management across the organisation, think like a customer thinks
Brand Experience: Alignment of internal and external insight
Product Experience: Agility to "learn fast" using CX and Service Design
EX: The forgotten foundation
The New Frontier: Omni-ready & Bionic Experience

Thursday, 14 March 2019 | 9:50 AM

Katie Stabler, CCXP
Customer Experience Design and Delivery Manager
Lowell Group


Debt Collection - Breaking Through Customer Perceptions to Create Financial Well-Being

When debt collection is your business, how do you effectively engage with a customer base that didn’t choose to be your customer? As Europe’s 2nd largest credit management services company, none of Lowell’s customers have actively chosen to be their customer. Focusing on customer engagement and customer experience in debt collection may sound like an unusual concept? Well, Lowell shows it works! As a 4 x Investor in Customers Gold Winner, Lowell’s customer focused approached has raised its NPS score from +25 to +44, despite not being in an industry where advocacy would be expected. The success translates beyond feedback into discernible business results too: collections are consistently ahead of forecast across varying economic conditions, employee engagement is high and income growth has been consistently in double digits. Customer relationships for Lowell are not about growing long-term customer relationships – the goal is to help people understand they can get their debt under control, and to help them do it. Lowell’s story presents a cultural and operational focus on achieving the best outcomes for customers and in return delivering value for the business, clients and investors.