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On Monday 21 September 2026, Otonomee and our partner Fin co-hosted a CX Leadership Roundtable, an invite-only dinner at 25 Fitzwilliam Place in Dublin.The evening brought together senior customer experience (CX) leaders from some of Ireland's fastest-growing scale-ups to talk openly about how AI is changing customer experience.
Alan Gleeson, Chief Commercial Officer at Otonomee, led the panel discussion with Aidan O'Shea, CEO and Co-Founder of Otonomee, and Declan Ivory, VP of Customer Support at Fin. Together they explored what it takes to build an AI-first support operation and what that means for the people behind it.
Key takeaways
- Foundations come first. AI delivers the most value when it sits on solid operational foundations. Organisations that rush deployment without them struggle to see the benefits.
- Operations need to be reimagined. AI-first support asks CX leaders to rethink workflows, introduce new roles, and take a fresh approach to recruiting, training, onboarding, and developing their teams.
- Better roles for team members. By handling repetitive work, AI can make CX roles more interesting and more valuable. Team members get more time for the conversations where empathy, judgement, and ownership make the difference.
- Support is converging with the wider customer journey. The lines between support, onboarding and customer success are blurring. AI gives a more detailed view of the customer journey, making the root causes of customer issues easier to spot and address.
- From cost centre to profit centre. Perhaps the biggest opportunity is for CX leaders to bring support to the forefront of their organisations and build the long-term, "customer for life" relationships that drive commercial value.
The conversations on the night reflected what we see across our client accounts every day. When AI takes on the repetitive work, our team members can focus on anticipating what customers need and can own the outcome ensuring it is resolved. For CX leaders, that is a real chance to put support at the centre of the business.
Upcoming events
Next up, Otonomee is sponsoring Pioneer by Fin, the annual customer experience and AI summit, in San Francisco on 7 October, followed by an event in Cork on 22 October.
If you're a CX leader and would like to continue the conversation, we'd love to hear from you.
About Otonomee
Otonomee is a bespoke outsourcing partner that designs, builds and operates complex customer solutions for global enterprises and high-growth scale-ups.
Founded in 2020, Otonomee committed to a remote-first model from the beginning to challenge traditional outsourcing models. Backed by advanced tech and emerging AI capabilities, its experienced global teams are selected and developed for the professionalism, empathy, sound judgment and commercial awareness that produce the right outcome every time.
Every engagement is shaped completely around the client's culture, customers and target outcomes, resulting in deep brand fluency, trust built at every touch point, and the customer-for-life relationships that redefine brand perception and deliver long-term commercial success.
About Fin
Fin is the Customer Agent company delivering perfect customer experiences, from support to sales to commerce. Founded as Intercom in 2011, the company revolutionised modern customer communication. When it became clear AI would fundamentally reshape the industry, Intercom reinvented itself, rebuilding its product, infrastructure and team around AI.
