CCMA Members Forum – Workhuman – Building a VoC Program from the Ground Up - Insight with Empathy, Influence with Integrity.
Date: 14/05/2026
Venue: Workhuman, 19 Beckett Way, Park West Business Park, Dublin 12, D12 H993.
We're excited to welcome CCMA members to Workhuman's offices for an interactive session exploring how a single CSAT survey evolved into a comprehensive Voice of Customer program capturing over 100,000 responses per year.
The session will feature presentations and a hands-on workshop from Workhuman's CX team.
- Brian Pluymen – Director, Customer Experience, Workhuman
- Clare O'Flynn – Customer Insight Analyst, Workhuman
- Barbara Capelli – Customer Insight Analyst, Workhuman
- Radek Matusewicz – Customer Insight Analyst, Workhuman
During this session, we will share the story behind building a VoC program - the wins, the setbacks, and the lessons learned along the way.
Join us as we explore:
- From CSAT to VoC – How a single survey grew into a multi-channel listening program combining customer feedback with operational data
- The Challenges we Face – Stakeholder engagement, data integration, and closing the loop at a theme level - what worked and what we're still figuring out
- Staying true to the Mission – How "Insight with Empathy, Influence with Integrity" guides our approach to turning customer insight into business action
The session includes an interactive workshop where attendees will tackle a real VoC challenge from multiple perspectives.
We will begin with registration and networking at 9 a.m. and our discussions will start at 9.30 a.m. with the event concluding at 12.30 p.m.
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