CCMA Members Forum - Bank of Ireland - Transforming Customer Service at Scale: The Journey Behind an Award-Winning Contact Centre
Date: 21/10/2026
Venue: Bank of Ireland Direct, Loughboy, IDA Business Park, Kilkenny R95 VYD4.
Join Barry Gallagher, Head of Customer Service Delivery, and Emily Gough , Senior Manager, Fraud Customer Centre, as they share the story behind Bank of Ireland's award-winning contact centre, recognised as Customer Services Centre of the Year for a second consecutive year and winner of the Best Training & Development Programme.
Discover how innovation, colleague development, and a culture of continuous improvement are delivering exceptional customer and business outcomes.
The session will showcase how the Everyday Banking Contact Centre at Bank of Ireland is delivering through customer-first innovation, operational excellence, and colleague empowerment.
This session will explore the strategies, technology investments, and cultural initiatives that have enabled the team to significantly reduce complaints, improve customer outcomes, enhance first-contact resolution, and lower the cost to serve, all while managing a period of unprecedented transformation.
Learn how innovations such as Conversational IVR, the new Customer Connect CRM platform, intent-led cross-skilling, and upcoming AI-enabled capabilities are creating simpler, faster, and more seamless customer journeys.
We will also highlight the vital role of colleague development, inclusion, hybrid working, and cross-functional collaboration in driving sustainable success. With major initiatives such as AWS migration, app-based authentication, Generative AI, and new digital service channels on the horizon, this session offers a valuable look at how Everyday Banking is shaping the future of customer service while delivering measurable business results.
This event will begin at 10 a.m. and conclude at 12 noon.
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