CCMA Members Forum - Panel Discussion - Designing and Delivering your Customer Service Offering for Vulnerable Customers
Date: 30/01/2025
Venue: eir, Heuston South Quarter, 2 St. John's Rd W, Saint James, Dublin 8, D08 Y42N.
At this CCMA Members Forum we will be joined by a panel of industry professionals from the Utilities and Financial Services sectors to discuss their approach and experience in supporting vulnerable customers.
Specifically we will discuss:
- Identifying Vulnerable Customers
- Capturing Customer Needs
- Designing a Customer Service Solution and how to implement it
- Best Practice and learnings in delivering Customer Service to this cohort of customers
- Implementing a Feedback loop
Our Panellists:
- Ciara Drain, Head of Vulnerable Programmes, AIB.
- Rachel Flynn Customer Experience Manager, PrepayPower.
- Sylvia McCarthy, Head of Communications & Operations, Age Friendly Ireland.
- Oonagh O’Reilly, Director of Customer Engagement & Advocacy eir.
This breakfast briefing will commence with registration and networking at 9.00 a.m. The panel discussion will kick off at 9.30 a.m. and the event will conclude no later than 11.00 a.m.
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