Michael McCarthy is Virgin Media’s Vice President of Customer and is responsible for the design and delivery of a market leading customer experience, development and operations of Virgin Media’s front line field, online support and contact centres. In this role, he leads his team to ensure we are delivering an excellent customer service experience.
Virgin Media employees set the standard for customer service in our care centres, field operations, in stores and online, delivering support from highly trained experts to help customers get the most out of their Virgin Media products.
In this role, Michael is working closely with his team to implement our new digital first strategy to transform the customer experience and to create a culture focused on exceeding customers' expectations, at all levels of the company. The plan centers on looking at every decision through a customer lens and making measurable changes and improvements across the company. The core elements of the strategic plan include major investments in technology and training to give employees the tools they need to deliver excellent service; simplify billing and create better policies to provide greater consistency and transparency to customers; and the development of new technologies that will enable customers to interact with us how and when they want.
Michael has more than 30 years of experience in the cable industry holding various management, technical operations, network, supply chain and logistics positions. Over the past year Virgin Media Ireland have won a number of awards for Best Customer Experience: CCMA 2017, Switcher 2018 and most recently from the Marketing Institute of Ireland.”
Check out the incredible speaker line-up to see who will be joining Michael.