CCMA Sponsor Breakfast Briefing - Impetus - Every Interaction Counts: Proving Customer Outcomes in a World of AI, Risk and Regulation
Date: 11/03/2026
Venue: Dublin Chamber of Commerce Office, 7 Clare Street, Dublin 2.
If you lead customer experience (CX), operations, risk or compliance, this is a practical conversation about knowing, not assuming that your standards are being upheld.
Join us for a focused CCMA session on turning customer interactions into actionable intelligence. We’ll explore how organisations can move beyond sampling to gain full visibility across all calls, all chats and all complaints therefore strengthening CX, operational performance and regulatory confidence in an increasingly scrutinised environment.
Most firms have policies, controls and guidance in place, but far fewer can confidently demonstrate that those standards are consistently applied across every customer interaction. Regulators are no longer assessing transactions alone. They are examining behaviour, vulnerability and outcomes across the full customer journey.
True oversight requires more than sampling or post-incident reviews. It demands the ability to interrogate customer interactions across calls, chats, complaints and digital channels and to evidence outcomes clearly when asked.
Our speakers at this session have joined forces through Impetus Advisory, to lead this focused discussion
- Annette Hickey, former PayPal operations leader
- Paul Hennessy, formerly of Microsoft and Indeed
- Richard Skinner, CEO of Phased AI,
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