june, 2020

10jun3:45 PMAsk the Experts! Panel DiscussionThe Workforce of the Future: A Force for Disruptive Change3:45 PM

Event Details


Dorothy O’Byrne, Managing Director, CCMA Ireland

Panelists Include:

Tony Crane, Customer Experience Director, Bank of Ireland
Yuval Dvir, Director of Online Partnerships, Google
Michael Nolan, Chief Customer Officer, CarTrawler
Philip Purdy, Head of Customer Services, TVPlayer
Paul Simpson, EU Virtual Site Director, Wayfair

The future of customer service operations is uncertain, the impact of AI and new technologies means that the workforce of the future will be very different than the workforce of today.

Gain key insights and lessons learned from a panel of four leading CX organisations sharing the work they are currently undertaking to address this challenge and restructure to ensure that their workforce is equipped to provide CX excellence. Benefit from the experience of each organisation as they outline their current structure and plans and share their expertise in this area. Discover how they view this as an opportunity to develop a strategy to engage customers and staff in the new ways of working and the open and interactive platforms that are now in place to provide CX support.

Key Take-Aways:

  • Insight on where to start – how to build a people focused framework to review your current workforce and provide a vision of what future structures must be able to support
  • Advice from our panel on quick wins and short term changes that can be made to improve CX and engage your workforce in upskilling and redesigning your CX operation
  • A valuable case study with insights into new and smarter ways of working and how these can overcome current challenges including increasing housing and salary costs
  • A fresh perspective on employee engagement and retention – how non-financial benefits can help to attract, engage and retain your workforce


(Wednesday) 3:45 PM