CCMA Members Forum - AIB - Idea to Impact: Our Contact Centre Transformation - Award-Winning Technology Transformation, Unpacked.
Date: 20/03/2026
Venue: AIB, 10 Molesworth Street, Dublin 2, D02 R126.
Following recognition, at the 2025 CCMA Awards, for Best Use of Technology / Technology Transformation, this session hosted by AIB breaks down how foundational technology was used to redesign service at scale: always-on availability, channel flexibility across voice/web/app, faster resolution through knowledge integration, and a more sustainable operating model.
Built for practical transfer — what we did, how we did it, what we’d repeat, and what we’d change.
Our Agenda & Speakers
| 9.00 a.m. - 9.30 a.m. | Networking & Light Breakfast |
| 9.30 a.m. - 9.40 a.m. |
Welcome & Introduction - Adrian Moynihan, Head of Consumer. |
| 9.40 a.m. - 9.55 a.m. |
Our Journey - Paul Bradley, Head of Transformation & Performance & Simon Byrne, Technical Workstream Lead. |
| 9.55 a.m. - 10.05 a.m. |
Fireside Talk - Sinead O'Reilly CCMA Advisor of the Year 2025 & Barry Aherne - Head of Consumer Engagement Centre. |
| 10.05 a.m. - 10.35 a.m. | Panel Discussion - Deirdre Cleary, Head of Consumer Enablement, Paul Bradley, Head of Transformation & Performance Enablement, Kim Ryan, Head of Direct Service & Sean Forde, Head of Strategic Portfolio. |
| 10.35 a.m. - 10.50 a.m. | Q & A |
| 10.50 a.m. - 11.00 a.m. | Close |
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