CCMA Members Forum Pobal - CX for All: Building Better Experiences Across Diverse Customer Communities
Date: 22/01/2026
Venue: Pobal - Jervis House, Jervis St, North City, Dublin 1, D01 E3W9.
The team at State agency Pobal, support Creches, Montessori and After School Clubs across Ireland. Pobal’s vision is to create an equal and inclusive society in partnership with Government and communities.
Winners of the award for Best Customer Experience in Public, Voluntary and Non-Profit sector at the 2024 CCMA awards the Pobal team will host a CCMA members forum. In winning this accolade the judges noted the depth of CX maturity and commitment to customer which Pobal demonstrated. This was reflected in a governance framework which extends across all levels in the organisation and the active involvement of senior management in shaping and steering Pobal CX strategies. Pobal’s strong commitment to CX training for all staff has helped build CX capability. Pobal actively engage with their customer groups and have used customer feedback to implement a range of initiatives that have made a material difference to the customer experience.
The subject for discussion at this members forum will include the theme of knowing your customers' needs and inclusive customer journeys.
Our speakers will include:
- Jill Courtney, Service Delivery Manager Pobal.
- Siobhan Mallen - CX Expert, CX Academy who will speak on meeting diverse customer needs.
- Jeanne McDonagh - CEO Open Doors Initiative who will speak on the theme of inclusivity and accessibility for all customers.
This event will commence at 9.30 a.m. and conclude at 11.30 a.m.
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