CCMA & IDA Members Event - Bringing AI to the Customer Service Experience: Empowering Teams with Future Ready Skills.
Date: 26/03/2026
Venue: IDA HQ, Three Park Place, Hatch Street Upper, Saint Kevin's, Dublin 2, D02 FX65.
Organisations across every industry are reimagining how they deliver customer service, driven by rapid advances in artificial intelligence. This event explores how AI can elevate both the customer experience and the employee experience, enabling service teams to work smarter, respond faster, and deliver more personalised support. The focus for our discussion is the skills, culture, and operational strategies required to thrive in an AI‑enhanced future.
We are delighted to be joined by a panel of industry experts to discuss how their organisations are bringing AI to the Customer Service Experience and empowering their teams with Future Ready Skills. Co-hosted with IDA this is an opportunity to understand how to build Future-Ready Skills within your teams, learn about upskilling strategies for your organisation and the essential compentencies required for working alongside AI.
Our Panellists:
- Bernie Foley, VP Talent Product Management Workday
- John Drury, Tech Industry Alliance Skillnet
- Niall Kenna, Senior Director Service Experience PayPal
- Darren Walsh, Technical Training Senior Advisor DELL EMC
The breakfast briefing will kick off at 9 a.m. with networking and a light breakfast. Our panel discussion will commence at 9.30 a.m. and conclude at 11.00 a.m.
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