Accenture has appointed James Scott-Lennon to lead Accenture Song in Ireland, taking responsibility for the group’s customer experience, creative and transformation business in the Irish market.
Scott-Lennon, who has nearly 20 years’ experience in customer and business transformation, has been a member of Accenture Song’s Irish leadership team for more than three years.
He most recently led its Service practice, working with clients to improve customer experience and engagement.
Accenture Song brings together customer experience, creativity, technology and business transformation capabilities and, in Ireland, includes creative agency Droga5 Dublin alongside expertise from the wider Accenture business.
Scott-Lennon joined Accenture in 2007 and has worked extensively with utilities clients on customer experience, strategy and large-scale transformation programmes.
Hilary O’Meara, country managing director of Accenture in Ireland, said Scott-Lennon had a strong track record of helping clients manage change and identify opportunities for growth.
“James combines deep expertise in customer transformation with a strong track record of helping clients navigate change and drive growth,” she said.
“He has a clear understanding of our clients’ needs, and how to bring together the best of Accenture Song and our wider Accenture business to help them create lasting value.
“As customer expectations continue to evolve, I am confident that under James’ leadership, Accenture Song will continue to deliver innovative solutions that help organisations grow, transform and stay ahead of change.”
Scott-Lennon said the rapid development of artificial intelligence, combined with changing customer expectations, was creating new opportunities for companies to rethink how they engage with customers.
“It’s such an exciting time to lead Accenture Song in Ireland,” he said.
“Customer expectations are changing at an ever-accelerating rate and organisations are rethinking what they need to do to meet those expectations. When you add in what AI will mean for customers, this creates real opportunities to deliver more personalised, relevant and effective customer experiences that drive real growth for organisations.
“By bringing together customer experience, creativity and technology, we are uniquely positioned to help clients navigate this change and create value.”
