Event Details
Customer and employee experience are two halves of the same coin. Over recent years, the maturity of 'total experience', bringing together employee and customer experiences, has created a multiplier effect for both employees and customers. It's also driving real benefits for shareholders and management teams including reduced cost, higher revenue and better customer retention - if you get it right.
Time:
08:30 AM - 10:00 AM
Venue:
Dublin Chamber, 7 Clare Street, Dublin 2 D02 F9O2
This breakfast briefing, hosted by Dublin Chamber, ServiceNow & Deloitte, will focus on:
• How to measure experience - quantifying experience is as vital as it is elusive, but if we can quantify experiences, we can improve them.
• The top CX initiatives that have a positive impact on EX
• Getting employee buy in for experience transformation
• The role of AI, specifically in relation to the frozen middle management tier of organisation and building intuitive experiences
• Taking a people first approach to meet employees and customers where they are
A light breakfast and chance to network with other Dublin Chamber members will commence from 8.30am.
Holly McNamara, Manager Human Capital Consulting , Deloitte
Holly McNamara is a Manager in the Human Capital Team at Deloitte Ireland. Holly specialises in providing workforce transformation, employee experience and talent solutions to drive holistic and meaningful change for clients across various industries
Paul Hardy, Field Innovation Officer, ServiceNow
Paul Hardy is regarded as a trusted adviser to CxOs, partner ecosystem, executive boards and business leaders at the world’s most demanding businesses. He is a story teller with a strategic focus on innovation, art of the possible and emerging technology trends and his core remit focuses on outcome driven digital business transformation and helping organisations unlock people productivity and process efficiency.
Daniel Clapham, Platform Owner, Manchester Airports Group
ServiceNow Product Owner at Manchester Airports Group (MAG) with almost ten years’ experience on platform.
Paul Turley, Director, ServiceNow Ireland
Declan Watson, Partner HR Transformation, Deloitte
Declan works with business and HR leaders to conceptualise, design, and execute major change to create a more strategic, business-driven organisation. His work crosses the human capital landscape, including strategy, operating model design and transition, global technology, global sourcing, and enterprise workforce transition, and change management.
With a professional journey of 30+ years focused on Human Capital Management, Declan is actively engaged in driving major transformation initiatives with some of the world’s best-known brands with a focus on guiding organizations in how they can best tap into the power of their workforce and the role that HR needs to play in doing that.
His breath of experience spans HR Strategies, HR Operating Models, including standing up HR Shared Services and the development and deployment of enabling HR HRIS and Service Layer technologies.