Alan O’Neill – Customer Experience Speaker
Alan O’Neill gained his front line management experience initially in retail (as owner / manager) then as a distributor in Homewares, Hair and Beauty, Coffee etc.After a move in 1991 to the world of Change Management Consulting and a subsequent MBA, Alan recognises the increasing complexity, pace and volume of change challenges facing organisations today.
Since then, he has led large culture change projects in Ireland, UK, Mainland Europe, and Middle East. His experience ranges from supporting and challenging Exec Teams at board level to develop strategy – to facilitating and leading teams to ensure smooth implementation. Using well tested Growth Strategies and practical experience, he is skilful at steering a successful path through obstacles and achieving measurable results.
With his personable style, he relates equally well to board members as he does to the front line – ensuring individuals maximize their full potential to the benefit of the business.
With unrivalled business acumen and facilitating multi-million euro businesses to achieve amazing results Alan knows what it takes to drive change right through a business – from top to bottom… and front to back. His experience covers B2B and B2C organisations across the spectrum of industry.
Up to 2004, Selfridges for example was a sleeping giant. Since then Alan facilitated a significant culture change project and as a result they achieved the official title of Best Department Store in the World… they have grown ebit by 230% and Customer Service by 27%. After 20 years – Alan continues to work with Selfridges Group.
Alan’s retail experience in particular, ranges from food to fashion… luxury to mass… big box to multiple site… and down-town to travel retail… in Europe, Russia and the Middle East. He has identified key characteristics of best in the world retailers, such as… total focus on customer… move at pace… are sophisticated yet practical… use science, senses and theatre to romance, entertain and sell… and they excel at driving footfall, conversion and average spend. All made even more possible with a high-performance culture.
But it’s not just about Retail. His experience also includes projects with other giants such as AIB Bank, Bulmers, Chevron, Glanbia, Intel, Kizad, Lavazza, Nissan, Symantec, Vodafone etc., where he brings discipline, common sense and rigour to their projects. With a level of empathy that is highly engaging – he can quickly get to the root of issues and facilitate effective long term results.
Alan is also a non-exec director for a number of companies, where he brings his experience, common sense and voice of the customer to the boardroom.