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Keynote SpeakerAlan O'Neill

The Change Agent

Topics

Popular Talks

The 7-Steps to Profit
Change Management
High-performance culture
Customer Experience
Retail Strategy

More talks

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Biography

Learn the secret of Selfridges’ success from the man whose 7-Steps to Profit programme stimulated growth for the department store from £45 million to £200 million in a few short years. Now Selfridges has received multiple awards as the ‘Best Department Store in the World’, and Alan’s 7-Steps to Profit has transformed the fortunes of other iconic brands such as Toyota, Getty Images, Harrods, het United Nations, Dubai Duty Free, Primark, Intel and Moet Chandon.

Alan O’Neill can talk your team through his structured path to profit increase, tailoring his insight to the needs of your business. Wherever you are on your journey, Alan’s no-nonsense expertise, infectious enthusiasm and sheer depth of experience can reignite your company’s passion for growth.

Known for his relentless focus on putting people first, Alan truly understands the direct link between a thriving company culture and improved commercial results. Alan can help your team to identify your unique culture as a company and use this to give you maximum competitive advantage.

A seasoned expert in managing organisational change, Alan can help your team to navigate any stormy waters and overcome resistance. His tried-and-tested formula will help you transform customer service into the meaningful experience your customers crave.

Practical, empathic and very commercial, Alan’s refreshing and passionate style will inspire and challenge your organisation to grow, using real-life business models and memorable success stories.

Alan O’Neill brings 30 years of wide industry experience, from retail to manufacturing and distribution, FMCG to financial services, hospitality to professional services, motor to travel and tourism and more. His work history spans blue-chips and PLCs, SMEs and family businesses across Europe and the Middle East.

“Having made a number of acquisitions in recent years, we prioritized culture as the golden thread to bring all businesses together. Alan O’Neill navigated us in embracing and tailoring his guiding principles. They have made a big impact on our own teams and our customers.” Jan Patrick Schulz, CEO – Landbell Group

“We’ve worked with Alan many times across the years and engaged on several subjects, but his passion for customer experience is always apparent – he gets it. He knows what customers and businesses expect, as well as being able to stand at the side and point out the routes for success. His insight has never been so relevant as it is today, and tomorrow!” Steven Cochran, Transformation Director – Allied Irish Banks GB

“As one of the oldest companies in Dubai, heritage and culture is very important to us. The four values outlined by Alan in his presentation resonate with us too. We put customers at the heart of all we do and we pride ourselves on our great people.” Tarek El Sakka, CEO – Dubai Refreshments

“We in BWG have successfully engaged with Alan on a number of strategic projects in recent years. Alan brings a unique Customer Experience perspective and dimension to sales and marketing strategic discussions. I would recommend him to any person or organisation that is focusing on improving sales performance.” Leo Crawford, CEO – BWG Group

“We in BT have worked with Alan O’Neill, not just to help with our own customer service, but to educate our customers on how they can help their customers. You can’t ask for any more than Alan’s track record of success. His insights garnished from customer service case studies across all industries make him a front runner in his field.” Joe Walsh, Head of Unified Communications – BT Telecom CEO – European Recycling Platform, Ireland

“Alan's business acumen, genuine passion for great customer service and his hands-on experience overseeing large-scale change within organisations such as Selfridges is unique. It makes him one of the most impressive speakers on change management and customer experience I have ever come across. Alan is a popular speaker at events around the globe with organisations who want to learn from his insights and his bold tactics to help build a world-class customer-centric culture and ultimately to increase sales." Frances Keane, Managing Director

Popular Talks by Alan O'Neill

The 7-Steps to Profit
What is it that has made famous global organisations such powerful and successful organisations in their respective fields? What are their secrets to success? They all have one thing in common and it’s not that difficult! They all follow a very structured path to excellence that Alan describes as The...

What is it that has made famous global organisations such powerful and successful organisations in their respective fields? What are their secrets to success?

They all have one thing in common and it’s not that difficult! They all follow a very structured path to excellence that Alan describes as The 7-Steps to Profit. Alan’s 7-steps to Profit is adapted from the secrets of the global giants and has already helped countless businesses around the world. Wherever you are in your journey, Alan can inspire your team with great and practical ideas, taken from The 7-Steps to Profit.
Change Management
Build a highly engaged & productive team. If you get your culture right, you can take on the world. But while others can copy your strategy – no one can copy your culture so it’s vital that you exploit that competitive edge. Against the backdrop of a new employer /...

Build a highly engaged & productive team. If you get your culture right, you can take on the world. But while others can copy your strategy – no one can copy your culture so it’s vital that you exploit that competitive edge. Against the backdrop of a new employer / employee relationship since the pandemic, Alan will share what it will take to achieve a high-performance culture for your organisation.

Alan can ask hard questions about your culture, your values and the engagement of your own people – and encourage you to take a fresh look at your own organisation culture.
High-performance culture
Change management isn’t a battle of wills, but can deliver positives for all Change is a reality and it comes at us in many expected or unexpected ways. The Covid-19 pandemic is an extreme example where we al had to adapt. It brought many gains for some businesses, but was...

Change management isn’t a battle of wills, but can deliver positives for all Change is a reality and it comes at us in many expected or unexpected ways. The Covid-19 pandemic is an extreme example where we al had to adapt. It brought many gains for some businesses, but was a huge burden for others. It’s common to ask for external help when change hits us or is on the horizon.

Alan knows what it takes to drive positive change in an organisation. With case studies tailored for your organisational needs, he will share the pitfalls and strategies for managing change, and help you to create key messages for your business that bring your people with you rather than turn them away.
Customer Experience
Drive to be customer-centric. As globalisation enables transparent comparisons and technology enables fast copying, how to differentiate from your competition is becoming ever more challenging. Product alone just won’t cut it anymore – customer experience has become the new battleground. Alan wrote the book on it: Premium is the New...

Drive to be customer-centric. As globalisation enables transparent comparisons and technology enables fast copying, how to differentiate from your competition is becoming ever more challenging. Product alone just won’t cut it anymore – customer experience has become the new battleground. Alan wrote the book on it: Premium is the New Black (Put the Customer at the Heart of all Decision-making).

Alan knows that customer service has to be practical and drive sales and it requires a fully engaged workforce. While that’s obvious and sounds easy, we don’t al do it. He will challenge you with examples, evidence and case studies to help you achieve consistency and to motivate your people into action to increase your sales.
Retail Strategy
Supercharge Your Retail Thinking. From food to fashion, luxury to mass, big box to multiple site and travel retail to the high street, Alan has consulted with countless retailers for over 20 years. Retail is changing rapidly and becoming even more complex. On-line for example, has completely disrupted the industry...

Supercharge Your Retail Thinking. From food to fashion, luxury to mass, big box to multiple site and travel retail to the high street, Alan has consulted with countless retailers for over 20 years. Retail is changing rapidly and becoming even more complex. On-line for example, has completely disrupted the industry and is anticipated to grow to 25% of the overall share of retail wallet by 2025. But don’t forget that 75% of the mix is still in ‘bricks and mortar’! Coping with all that is an ongoing challenge – even for the best and Alan has views on that. Blame for the alleged ‘retail apocalypse’ is too easily and frivolously attributed to the growth in online.

In actual fact, there’s more to it than that. It’s more like Retail Darwinism in front of our eyes. Bricks and mortar retailing is not dying. But bad retailing IS dying. Those organisations that are not embracing the changes around them and investing appropriately, will continue to struggle.