Mastering the Art of Professional Summits: Q&A with Ruairi Herraghty Head of Events & Customer Interactions, Novartis US
"We are probably not quite at 2019 levels of meetings, but we're getting very close to this." - Ruairi Herraghty
In the ever-evolving world of business and technology, the value of in-person interactions at professional events continues to positively impact the bottom line. At a recent industry gathering, we heard the insights of Ruairi Herraghty, Head of Events and Customer Interactions at Novartis US. as he shared his event strategies to invigorate ideas, foster partnerships, and elevate the customer-centric journey.
Q: How has your customer experience and interaction role changed, since the pandemic?
Ruairi: We obviously, like everybody, had to pivot to virtual for the pandemic and we're seeing a huge pent-up demand to get back face-to-face. But as an organization, we've gone through some internal transformations, like a lot of other companies have, so you have a lot of new structures, new teams in place for leadership. So really there is a big focus on getting teams back together in person. We are probably not quite at 2019 levels of meetings, but we're getting very close to this.?
Q: What is they key for the customer experience today??
Ruairi: We are really focused on making sure that our team and the events are really aligned with the strategy of the business. We can execute different types of events to really be close to the business owner side: What they really want out of an event is key for us to be able to create an event that works for them. Our events are very much for internal associates, so to drive engagement for the associates to attend the events to feel a connection to the company and understand the strategy, the mission of the company, and to leave there having learned something and having felt motivated and having felt like one has a role for the mission of the company. That's really how we have we think of events as we put them together.?
Q: Do you see yourselves working tighter with other departments within your organization than you did pre-pandemic??
Ruairi: I would say it's been pretty consistent. I think I'm very fortunate so far that my team of partners has a long tenure in the organization and has built strong relationships with key stakeholders. And I've built that trust because what we really find is with these big events, where we're trying to engage and turn associates, that they're so important to people. People are really, really animated about how these events run. So it's important for my team to have relationships of trust. I'm very fortunate that my team members have really direct access to senior leadership. And you know, when they're asked for their point of view, or they're asked to give advice on the event that they're listened to, and that's more than we can ask for.
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Q: Last question for you: As we look at this event, what do you want to walk away knowing or learning??
Ruairi: I really want to know the full capabilities of the technology that we have available to us: What efficiencies? What are the new things that we should do? There's been some great talk about AI in the process, so I really want to make sure that we're not leaving anything behind and that we're using it to its full potential.??
Conclusion:
Ruairi's comments unveil the combination of technology, intimate connections, and strategic alliances. At the heart of these summits is the desire to refine customer experiences and kindle internal bonds. Ruairi underscores the importance of harmonizing event strategies with business objectives.?
As we return to the transformative potential of personal engagements, we’re reminded that they’re not just to shake hands, but to nurture an ecosystem of innovation, partnerships, and the customer journey.
Chief of Staff | Global Program Manager | Event Strategist
1 年Ruairi Herraghty thanks so much for contributing your insights to our executive pulse. It was a pleasure to meet you at Cvent Connect.