Toolkit Seminar – “Customer-centricity”

Toolkit Seminar – “Customer-centricity” (Core Media, 16 Sir John Rogerson’s Quay, Dublin 2)

– what does it mean and how to embed it in your organisation.

Lessons from the Gas Networks Ireland award winning Customer Experience programme.

The aim of this AAI Tuesdays’ Nuts and Bolts of Advertising seminar is to explore the concept of customer focus, and look at customer-centricity in action in an Irish context.

Gas Networks Ireland, together with their specialist customer experience measurement and insight agency W5, will share their journey to the GNI multi-award winning Customer Experience programme.

GNI and W5 will talk about the challenges and successes encountered in measuring customer experience, designing best in class customer experiences and working to engage internal and external stakeholders in the ultimate goal of putting the customer at the heart of the GNI organisation.

Why is positive Customer Experience so paramount right now?

The game has changed.

  •  Customers have more power than ever – with online reviews, social networks and mobile web access it’s easy for customers to know ever more about services, competitors, pricing and have access to competing products
  • Customers now have as much reach as sellers through social media which enables them to tell other customers what they think
  • At the same time competitive barriers of the past like manufacturing strength, distribution power and information mastery can no longer save or protect companies
  • Customer focus is now more important than ever

Gartner research tells us that globally:

  • Eighty-nine percent of companies surveyed plan to compete primarily on the basis of the customer experience by 2016
  • Fewer than half of companies surveyed rate their customer experience as exceptional today, but two-thirds expect it to be so in two years’ time

Free to AAI Members (AAI members e-mail for details of discount code).

Non Members €37.50 per person

To Book go to

For additional information about the event please email



Clare Kavanagh Managing Director W5
Clare heads up the specialist customer experience measurement and insight agency W5. Clare is a Certified Customer experience professional (one of a handful in Ireland) and a NET PROMOTER® Certified Associate.

 Previously a senior director in Millward Brown, Clare is a specialist in consumer insight and has over twenty years’ experience in bringing the voice of the customer to decision making. She is an accomplished qualitative and quantitative researcher.

Ceara Nevin, Associate Director W5
Ceara has been immersed in customer experience measurement and design since 2007. She is a customer experience expert with intimate knowledge of the utilities sector and has been responsible for the customer experience measurement programme for GNI for many years. Ceara is a NET PROMOTER® Certified Associate, expert in mobilisation and utilisation of insights from optimised Voice of the Customer programmes and a strong facilitator of clients to align customer experience with brand promise to create differentiation. She is an accomplished qualitative researcher and workshop facilitator.

Bernard Mooney Customer Care Manager Gas Networks Ireland
Bernard joined GNI in 1982 and has gained experience in a wide variety of different roles, both field and office based. During his time in the New Connections Department, Bernard worked as a Field Sales Manager and was actively involved in extending the gas network into a large number of new towns to provide natural gas to homes and businesses along the way.

In recent years, Bernard has managed the ‘Customer Operations’ function as well as ‘Customer Experience’ and ‘Customer Contact’.  He now manages the ‘Customer Care Department’ for Gas Networks Ireland. This team is responsible for all aspects of customer interactions for Gas Networks Ireland; from managing the outsourced contact centre to managing the complaints process, processing quotations and payments, all customer communications, customer experience monitoring and social media.

The team are,  above all, the key advocates for the customer across the business and are committed to embedding the customer at the heart of everything we do while also driving efficiencies and improving the experience for all  key stakeholders, both internal and external.  Bernard leads by example through his passion and commitment to putting our customers first.

Marie Lyster Customer Experience Manager Gas Networks Ireland
Marie has worked at Gas Networks Ireland since 2005.  As Customer Experience Manager, her duties include developing all customer communications – through brochures, website and social media but key to her role is managing Gas Networks Irelands Customers’Experience programme, listening to the customer and bringing the customers voice into GNI and effecting real change in how we interact with them and the level of service we provide.

She strives at all times to position the customer at the heart of the business by proactively engaging with key stakeholders.  Previous experiences include Customer Contact Liaison Officer and Customer Information Supervisor.  Together with the GNI Customer Care team she is dedicated to the pursuit of customer experience excellence through an Insights to Action programme and has received recognition in Ireland and UK winning 11 Customer Service Awards in recent years.


Tuesday 19th April 2016 at 8:30am – 10:00am

Find out more about becoming a Member Find out more about becoming a Member