Sponsor Breakfast Briefing - DigitalWell - CX Transformation: Laying the Foundations for Success
Date: 26/11/2024
Venue: DigitalWell, Two Haddington Buildings, Haddington Road, Dublin 4 D04 HE94.
Join us to hear how to drive customer-centric change by understanding foundational CX transformation principles, guided by expert insights, practical business strategies, and real-world customer experiences.
We are delighted to be joined by Leo Cullen Leinster Rugby Coach for this event.
Session 1: The Winning Mindset From The Ground Up – Lessons from Leinster Rugby
Leo will share insights on rallying a team around a shared vision, building alignment, and keeping teams motivated toward a common goal—paralleling the need for unifying a company around a CX transformation.
He will also discuss:
- Building a Shared Vision: Lessons on rallying a team around a common goal.
- Maintaining Focus and Motivation: How to keep everyone aligned and focused on the journey, even through challenges.
For our panel discussion we will also be joined by Ross Murray (CEO, DigitalWell), and Gus Kelly (Chief Commercial Officer, DigitalWell).
This will be followed by a Q&A Session: An open floor for audience questions to provide direct engagement with the coach’s experiences.
Session 2: Preparing Your Business for CX Transformation – Laying the Right Foundations
Our panellists
Karen Hickey (Enterprise Account Director, DigitalWell), Gus Kelly (Chief Commercial Officer, DigitalWell), and Joe Smyth (SVP of R&D, Digital and AI, Genesys).
A panel discussion on the importance of building the right foundations to set your CX transformation journey up for success and prepare for the use of advanced features, such as AI.
We will also discuss:
- Understanding Customer-Centric Transformation: Defining what it means to be truly customer-centric and critical aspects to consider.
- Building a CX Roadmap: Steps to create a clear, achievable roadmap that aligns with business goals.
- Establishing Buy-In Across Teams: Ways to encourage cross-functional support for CX goals.
Session 3: Real-World Insights: Customers’ CX Transformation Journey
Our panellists
Gus Kelly (Chief Commercial Officer, DigitalWell), Oonagh O’Reilly, Director of Customer Engagement & Advocacy eir, Aidan O'Shea (CEO, Otonomee) and Ruairi O’Brien, Head of Applications, Development & Engineering, Chill Insurance.
Our final session will include a case study in which we will discuss:
- Challenges and Wins: Case Study on initial challenges and what spurred their transformation journey.
- Lessons Learned: Key takeaways and best practices they discovered along the way.
- Results and Impact: How the transformation has impacted their business, from improved customer experiences to internal benefits.
Audience Q&A: Open up for questions to allow attendees to dig deeper into the real-world experience.
This event will commence with networking and a light breakfast at 8.30 a.m. presentations will commence at 9.00 a.m. The event will conclude at 12 noon.
Please note competitors to DigitalWell are kindly requested not to register to attend this event.
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