itag Customer Success Forum

Forum Lead: Dee Donohue, Genesys & Nicola Murphy, SAP
Check our calendar and newsletter for the latest upcoming itag events.

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.

Members Library & Resources

Our members can access the itag library where you will find helpful resources and media.

Career Opportunities

Visit the itag careers page to find out more about career opportunities in this area.

Customer Success Forum logo rev
May 21 2025

AI Driven Customer Success - Hype vs Reality

9.45am at Genesys. What to expect: Real-world examples of how...
November 26 2024

Embracing Mistakes: Cultivating a Growth-Oriented Culture

Date:  26th November Time:  10am – 12 noon Venue:  Genesys,...
November 7 2023

Customer Success - Scale and Renewals

Are you interested in scaling your Customer Success efforts and...