Clare is managing director of W5, the award winning, specialist customer experience consultancy based in Milltown in Dublin and is a founder member of the CXPA in Ireland
Clare is passionate about the potential of customer centricity to grow profitable businesses. W5’s purpose is to empower clients to deliver on the key activities needed to realise the benefits of a successful customer centric strategy.
Clare worked for many years in Kantar Millward Brown and it was her interest in how the brand is delivered on the ground that led her to a career in customer experience.
She was one of the first in Ireland to become Certified Customer Experience Professional (CCXP). She has extensive experience in CJM, World Café and Open Space workshop facilitation to drive out organisational commitment and consensus of what to Stop/Start/Continue doing with engagement.
At DMX Dublin, Clare will be speaking about...
Customer Experience, making it stick.
More and more there is a recognition that failing to listen to and serve customers doesn’t make for good business. Customer Experience (CX) has become the primary vehicle to align the business strategy with customer needs. Customer Experience is not marketing; it’s not digital; it’s not customer service; it’s not measurement. Rather it’s the glue that knits all these things together.
Customer Experience CX professionals are the people bringing this multi-faceted discipline to life in organisations.
Clare Kavanagh, specialist CX consultancy, W5 and Liam Kenny, Irish Rail will discuss some of the findings from a recent Think Tank of Irish CX Leaders organised by the CXPA. Hear about the experience of the pioneers who are leading the CX charge. Learn about the challenges (both personal and organisational) they face as they champion the voice of the customer all the way up to the C Suite.