When
Thursday, July 26, 2018
8:00 AM - 9:30 AM
Where
Bank of Ireland Workbench
Trinity College
College Green
Dublin 2
Description
CX in the Boardroom:
How Aer Lingus has embedded CX into their DNA. Why is CX a necessity for Aer Lingus? Who own CX and what are the responsibilities and supports at board level?
Michelle McLoughlin, Head of Consumer Insights, Aer Lingus and Marc Giles, Head of Guest Experience, Aer Lingus
Michelle leads the Aer Lingus Insights team, responsible for informing brand, marketing and guest experience strategy. Michelle had a pivotal role in embedding consumer insights into Aer Lingus as a tool for informing investment decisions and driving brand, product and service improvements. Michelle is in this role since 2011 and prior to this worked in various market research agencies in Ireland and Australia.
Marc leads the Guest Experience team, responsible for product and service. Guided by the Voice of the Guest, the team adopts a Discover > Design > Deliver model in seeking ways to continually improve the end-to-end Aer Lingus experience, thereby strengthening the airline’s global ranking as a Skytrax 4-star airline. Prior to this, Marc held various roles in Customer & Brand and Ground Operations (including 7 years front-line experience in Dublin Airport), Safety & Compliance and as Regional Operations Manager for France.Using Customer Experience Journey Mapping in Paddy Power Betfair
CX in Action:
Practical insights in how to embed CX into your customer operations
Stephen Ruschitzko, Managing Director, Resonation
Stephen is a customer experience management consultant, who helps organisations transform their customer experience by aligning their company vision, customer growth and brand promise. Stephen has 25 years customer facing and operational experience in the telecommunications and media industry and previously was VP and Director of Customer Care for Virgin Media Ireland (formally UPC Ireland) from 2006 to 2015, where he transformed the customer experience throughout a period of significant company expansion and growth.
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