Aoife BurkeHead of Customer Contact Enablement
With 13 years experience across a variety of roles within Customer Analytics, Aoife is responsible for the development and deployment of all inbound and outbound marketing campaigns and regulatory contact across AIB Bank. She leads a team of highly skilled analysts in deploying a data-driven contact strategy which generates tangible business value and outcomes whilst also maintaining a keen focus on continuously improving efficiency, effectiveness and customer experience.
1:55 PM Case Study: Marrying CX with Operational Excellence: Reimagine and reengineer your business and customer processes to delight customers
- Streamlining customer contact processes to improve speed and personalisation across different channels
- Developing a process ownership model for end to end customer satisfaction
- Focusing on customer journeys for both inbound and outbound customer contact