june, 2020

11jun1:15 PMMessaging: Service at Your Convenience Not Ours!1:15 PM Rockstar Insights: Anthony Dodson, Director of Transformation and Change, Virgin Media Ireland

Event Details

Customer behaviour and modes of interaction are changing. Asynchronous communications, such as SMS, WhatsApp, iMessage etc, are overtaking synchronous forms of interaction, traditionally synonymous with voice. This session will share experiences on delivering a messaging solution in a traditionally voice orientated operation and growing customer migration in a sustainable manner while also delivering business benefits.

Key Take-Aways:

  • Principles of delivering the right experience for your customer & organisation
  • Insight on starting slow and building advocacy rather than big bang!
  • Best practices for managing customer expectations and delivering delightfully surprising experiences
  • Ways to measure success
  • Lessons learned – what we have changed and what we would do differently in future!


Eric Mullane
Director of Customer Experience and Operations
Virgin Media Ireland


(Thursday) 1:15 PM

Rockstar Insights

Anthony Dodson, Director of Transformation and Change, Virgin Media IrelandAnthony has extensive experience in technology businesses ranging across APAC, USA & European territories.