CCMA Member Forum - Otonomee - Together We Grow – Employee Engagement for the Future of Customer Experience
Date: 22/10/2026
Venue: The Montenotte Hotel, Middle Glanmire Road, Cork T23 E9DX.
Employee engagement should no longer be just an internal priority. In customer experience, it directly impacts the quality of service, customer relationships and long-term business performance.
Winners of the CCMA Award for Best Employee Engagement 2025 at this Members Forum, hosted by Otonomee, we’ll explore what it takes to create an engaged, connected and high-performing customer service workforce and how organisations can build and mantain cultures where people have the opportunity to grow.
Otonomee has built a people-first, remote customer operations business at scale. In this session, the team will share their experiences of maintaining employee engagement, creating career development opportunities and building a strong, consciously created culture as the organisation has grown to more than 700 employees.
We’ll also hear directly from Otonomee team members about their own experiences of development and progression, alongside insights from Workvivo on the role technology can play in creating more connected and engaged teams.
What we'll cover:
- From Engagement to Experience: Why engaged employees are critical to delivering consistent, high-quality customer experiences, and why people remain one of the biggest advantages in customer support.
- Building a Culture People Want to Grow In: Learn more about Otonomee’s approach to culture, development and retention, including the lessons learned along the way.
- Creating Career Pathways: How giving frontline employees opportunities to develop, progress and take ownership can transform engagement and retention.
- Keeping People Connected: How technology and communication platforms can help distributed and hybrid teams feel connected, recognised and part of something bigger.
- From Strategy to Reality: Hear directly from Otonomee employees about their own development journeys and what has made a difference to their experience.
Our panellists include Brendan Ring, Chief People Officer Otonomee & Colum Nugent Director of Services Workvivo.
This breakfast briefing event will commence at 10.00 a.m. and conclude at 12 noon.
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