CCMA Members Forum – Workhuman – Building a VoC Program from the Ground Up - Insight with Empathy, Influence with Integrity.
Date: 30/09/2026
Venue: Workhuman, 19 Beckett Way, Park West Business Park, Dublin 12, D12 H993.
We’re delighted to welcome CCMA members to Workhuman’s offices for a session exploring how a single CSAT survey evolved into a broader, multi-channel Voice of Customer programme capturing over 100,000 responses each year.
The Workhuman Customer Experience team will share the story behind that evolution, including what worked, what didn’t, and what we are still figuring out today.
Speakers will include:
- Brian Pluymen – Director, Customer Experience, Workhuman
- Clare O'Flynn – Manager Customer Experience, Workhuman
- Barbara Capelli – Customer Insight Analyst, Workhuman
- Radek Matusewicz – Senior Customer Insight Analyst, Workhuman
During the session, we will explore:
- From CSAT to VoC – How one survey grew into a multi-channel listening programme combining customer feedback with operational data.
- What we learned along the way – The practical lessons, challenges and setbacks that shaped how we listen and turn insight into action.
- Insight with Empathy, Influence with Integrity – How this principle guides the way we collect, interpret and represent the customer voice, particularly as we continue to weave AI into our analysis and reporting.
- What comes next – How evolving customer service models are changing the way organisations need to think about listening, measurement and customer insight.
The morning will also include live audience polling and opportunities for members to share perspectives and experiences throughout the discussion.
Registration, coffee and pastries from 9.30 a.m., session: 10.00 a.m. – 12.00 p.m.
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