CCMA Members Forum - New Ireland - Building a High-Performance Culture: Unlocking Customer Success Through Colleague Engagement, Inclusion and Leadership
Date: 14/10/2026
Venue: New Ireland, Baggot Plaza, 27-33 Upper Baggot St, Dublin D04 VX58.
What if the key to sustainable high performance is creating a culture where colleagues feel engaged, empowered and connected to customer outcomes?
Discover how leading organisations are creating high-performance cultures through inclusive leadership, colleague development, customer insight and purposeful engagement. Learn practical approaches to strengthening resilience, navigating change, enhancing customer experience and delivering sustainable business success.
Key speakers and Topics for Discussion:
Lisa Plunkett Head of Customer Service Delivery “Leading for the Future: Aligning People, Customer and Business Strategy”
How do organisations create a clear strategic direction that enables colleagues to thrive, customers to succeed and businesses to grow?
This discussion will explore the critical role leaders play in setting strategic direction, embedding customer and colleague priorities into decision-making, and creating the conditions for sustainable high performance. Attendees will gain practical insights into aligning organisational goals, culture and customer outcomes
Jenni Coughlan – Head of Customer Experience “Embedding Customer Promises into Everyday Experiences”
This discussion will explore how customer commitments can be translated into everyday behaviours and experiences. Attendees will gain insights into engaging colleagues around customer promises, driving consistent delivery, lessons learned from implementation, and the impact on customer trust, advocacy and colleague engagement.
Panel Discussion Building a High-Performance Culture: Driving Engagement, Inclusion and Customer Success
High-performing organisations recognise that exceptional customer experiences start with engaged and empowered colleagues. But how do leaders create cultures where people feel connected, valued, accountable and inspired to perform at their best
Attendees will gain valuable perspectives on fostering a culture of belonging, using colleague and customer feedback to drive meaningful change, recognising, and celebrating success, and maintaining engagement through periods of transformation. This session will provide practical takeaways and real-world examples that can help leaders strengthen both colleague experience and customer success within their own organisations.
Through real-world examples and practical leadership insights, attendees will learn how to:
- Foster a culture of inclusion and belonging
- Use colleague and customer feedback to drive continuous improvement
- Recognise and celebrate success in meaningful ways
- Maintain engagement during periods of change and transformation
- Strengthen the link between colleague experience, customer outcomes and business performance
This members forum will commence at 9.30 a.m. and conclude at 11.30 a.m.
Please note competitors to New Ireland are kindly requested not to register to attend this event.
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