Liam is Manager Customer Service Standards at Iarnród Éireann/Irish Rail. In over 25 years of experience in public transport he has held leadership positions in strategy, marketing, project management, organisational transformation and customer experience.
He is a champion for Customer Experience, creating a customer centric culture and improving customer service standards. He has developed and executed both customer and staff relationship strategies that drive loyalty, advocacy and ultimately business growth.
Liam is a member of the CXPA Ireland Board and has presented on Customer Experience at the CXPA European Insight Forum and as part of the Trinity College Dublin Executive MBA Programme. Liam has been a member of the judging panel of UX Awards.
Liam holds a Degree in Marketing from Trinity College Dublin and is a graduate of Financial Administration from the Institute of Chartered Secretaries and Administrators. He also holds qualifications in Customer Experience, Project Management and Quality Management Systems.
At DMX Dublin, Liam will be speaking about...
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.