itag are delighted to announce the establishment of a Customer Success Forum which aims to connect Customer Success and Customer Experience professionals.
As a relatively new discipline, we’ll be exploring thought leadership, sharing best practices and emerging trends in the Customer Success space through meetups, networking and other events
Through events we will look at emerging trends in Customer Success practices including:
- How companies are investing in Customer Success to differentiate their market offering and impact revenue.
- The alignment of product experience with customer success strategies to drive user adoption, growth and retention
- Movement towards a customer journey approach to deliver superior service interaction experiences that match users new expectations
- How Customer Success can deliver a return on investment and contribute to renewals, retention and expansion.
To find out more about becoming a forum member email info@itag.ie
Most recent event: ‘AI Driven Customer Success: Hype vs Reality’ 21st May, Genesys, Bonham Quay, Galway.
Summary:This session brought together CS professionals, technologists, and AI enthusiasts for a deep dive into how companies are leveraging AI to support and enhance their customer success strategies—beyond the hype.
Featuring three thought-provoking presentations:
Nuno Paiva das Neves kicked things off with “CS & AI: An Operational Overview”, giving attendees a structured look at how AI is being applied in day-to-day CS operations.
Jessica Bobbitt from Genesys Galway explored “Empowering Customer Success Roles with Gen AI Tooling”, demonstrating how GenAI is enhancing efficiency, insights, and decision-making for CS teams.
Damien McCoy of Cisco Galway delivered an engaging talk on “Driving Product Adoption with AI”, sharing how AI can create smarter, more tailored adoption journeys that boost customer outcomes.
The event concluded with a panel discussion moderated by Valerie Huguet Coffey from MathWorks, who guided our speakers through audience questions and deeper reflections on AI’s real-world application in CS.
