CCMA Members Forum - Gas Networks Ireland - Best CX Award Winners Showcase - To be at the heart of Ireland’s energy future
Date: 11/09/2024
Venue: Gas Networks Ireland, Network Services Centre, St. Margaret's Road, Finglas, Dublin.
Winner of the award for Best Customer Experience in the Public Sector in 2023 we are delighted to get the opportunity to visit Gas Network Ireland's (GNI) Network Services Centre. With its Customer of the Future project GNI has focused on organisational design, customer understanding, and capability build as the key pillars for moving towards its customer-centric vision and to support Ireland’s sustainability agenda. At this member forum GNI will showcase their operation.
Agenda
- 9.00 - 9.30 a.m. Networking Breakfast
- 9.30 - 9.35 a.m. Welcome address - Bernard Mooney, Customer Care Manager, GNI.
- 9.35 - 9:55 a.m. How we listen Marie Lyster CX Manager and Ceara Nevin Associate Director W5.
- CX Journey mapping – walking in our customers shoes
- Customer Initiatives Register
- 9.55 - 10.15 a.m. Using insights to action improvements - Mairead O’Donoghue, Service Delivery Manager, FEXCO
- 10.15 -10.30 a.m. Supporting customers on their path to net zero - Alan Callister, Key Customer Manager, GNI.
- 10.30 -10:45 a.m. Embedding customer centric culture - Alan Duke, Incident Management & Leak Rep air Manager, GNI.
- 10.45 - 11.15 a.m. Tour of Training School & Lamplighters Row
- 11.15 - 11:30 a.m. Q&A and Close
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