june, 2020

10jun9:55 AMCASE HISTORYAchieving Investment Driven Outcomes9:55 AM Rockstar Insights: Kathy O’Mahony, Personal Market Manager, Direct Banking, AIB

Event Details

An even keel of balanced Investment in automation and people will, whilst keeping customers at the heart of your strategic thinking, drive your desired outcomes. Unless you enable and empower staff on a digitally enhanced customer journey, your organisation’s objective may not be fully achieved. Whilst this may initially be a challenge, overcoming it will ensure success.

Key Take-Aways:

  • Demonstrating returns – the importance of a Customer First ethos…let the customer take the steering wheel
  • Investing in your people – don’t leave your staff behind whilst becoming digital….you need them as the front seat navigator
  • Investing in automation – simple and functional technology will best complement your customer experience…remember your customer may be a learner driver
  • Aligning investment with strategy – stick to your original deliverables to ensure optimum outcomes…no need to replace the saloon model with a racing car half way through the journey


(Wednesday) 9:55 AM

Rockstar Insights

Kathy O’Mahony, Personal Market Manager, Direct Banking, AIBKathy has worked in a variety of roles within AIB’s Contact Centre for the past 20 years. Currently working as a Senior Manager in Direct Banking with specific responsibility