Alan O'Neill Speaker, Speeches, Booking Agent | MFL Global

Alan O’Neill

The Change Agent - Expert in Change Management and Customer Service

Alan O'Neill MBA is an international business consultant and non-exec board director working with blue-chip organisations across the spectrum of industry in Financial Services, FMCG, Hospitality, Industrial, IT, Motor, Retail, Telcos, Tourism, Travel and others. With 30+ years of front line board level experience – he has lots of no-nonsense expertise with lots to say.

Facilitating multi-million euro businesses to achieve amazing results he knows what it takes to drive change right through a business – from top to bottom... and front to back. Up to 2004, Selfridges for example was a sleeping giant - but in the last few years has achieved two significant accolades... it's officially the best department store in the world... and is one of the most profitable department store in the world (per m²). After 20 years - Alan continues to work with Selfridges Group. His retail experience ranges from food to fashion... luxury to mass... big box to multiple site... and down-town to travel retail... in Europe, Russia and the Middle East. He has identified key characteristics of best in the world retailers, such as... total focus on customer... move at pace... are sophisticated yet practical... use science, senses and theatre to romance, entertain and sell... and they excel at driving footfall, conversion and average spend. All made even more possible with a strong business model and a high-performance culture.

But it's not just about retail. His experience in B2B includes international giants like Chevron, Disney, Kizad, Lavazza, Nissan, Pepsi, Symantec, Xerox, etc., where he has brought discipline, rigour and common sense to change projects.

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He is a trusted mentor to many chief executives and board directors who seek his advice on a range of issues. Alan has a reputation for making the complex simple…for being down-to-earth and practical… with a commercial focus that brings everything back to the customer. He’s the strong voice of the customer! So whether the issues are about vision, strategy or structure… or high performance culture… leadership… or customer service – Alan has stories, models and real-life case studies that will adapt.

Alan is convinced that organisations get consistency when they focus on culture. He also believes organisations far too often complicate things and that causes us to take our eyes off the ball – or the customer more especially. Yes it’s a complex changing world and we need to understand those dynamics, but let’s not forget the basics!

Alan is currently working on his book Super Service Made Simple with others also in the pipeline. It is this unrivalled business acumen that has seen Alan facilitate and speak at conferences in several countries and conduct master-classes with C-level executives. He asks hard and uncomfortable questions, e.g. How do you change an old culture and get it ready for emerging global challenges? How do you overcome cynicism and resistance to change? How do you overcome complacency, procrastination and accountability? How do you develop a customer service culture? How do you retain the best talent in a high-performance challenging culture?

With every engagement, Alan takes time to understand the brief, the challenges, the expected messaging… and builds empathy before meeting his audience. Energetic, passionate and engaging… he will leave your audience with thoughts and challenges – that are guaranteed to provoke, inspire and give hope.  He is also a competent conference chair – helping to get the structure, style and content matched to the expected outcome.

Read Alan O’Neill’s masterclass – Super Charge your Sales

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"Maria and the team are great listeners and are totally committed to ensuring the client's objectives are achieved. They carefully match the client and speaker - and expertly manage from start to finish. As a speaker I find them a pleasure to work with." Alan

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Change Management

Change is a reality and it comes at you in many ways. It might be prompted by external forces or you yourself might recognise the need to change.

Be careful - history shows that most change programmes fail. That's not to do with poor implementation - but more to do with poor planning in the first place.

Alan knows what it takes to drive and to own the change in a business. Across industry, he has led and facilitated many large blue-chip companies through change and to overcome resistance. With appropriate case studies he will share the pitfalls and strategies for managing change and help you to land key messages for your business.

High Performance Culture

Everyone knows that culture eats strategy for breakfast. And that if you get your culture right, you can take on the world. While others can copy your strategy - no one can copy your culture. Alan will tell you where culture fits in to your big picture… what culture is, why it’s important, how it’s measured - and 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.

Customer Service

Alan is passionate about customer service.
He can tell you how to develop a culture of great service from the board-room to the front-line – whether you’re B2C, B2B or Public Service.

He 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 all 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 is changing rapidly and becoming even more complex. Coping with that is an ongoing challenge - even for the best and Alan can tell you how they do it. And even if you’re not a retailer, it’s a sector that every business can relate to and learn from because of their sense of urgency, their focus on the customer and of course their commercial savvy.

Alan can share with you the secrets of their success in a way that you can learn from and adapt for your business.

Selling Added-Value

Premium brands traditionally command higher prices. But the downturn caused prices to drop in several sectors. Low prices are usually not sustainable and as the market returns to growth, the legacy of ‘value’ prevails.

Alan can inspire your team with tools, great stories and confidence to sell added value and achieve better margin again.

Message from Alan

I know how important your conference is to your organisation. You have key messages that you’d like to get across in a dynamic but respectful way – to motivate your people into action or maybe just to think differently. That’s why I take time to build real empathy with you and your audience in advance. I’ll listen first to you, then speak to a number of your audience before the event - to ensure the content, structure and delivery style is right for you and your organisation. Drawing from appropriate case studies, I will then tailor a presentation to suit you.

Alan is very commercial and gave practical, sound advice that truly inspired and motivated our people

Financial Services, UK

With no fluff, Alan made efforts to get to know us. That's what made our partnership work.

Software Localisation, EMEA

We've invited Alan to speak on several occasions. If I had to do them all over again – I'd call Alan.

fmcg, UK

We greatly admire the Selfridges brand and wanted to hear the success story firsthand.

Retail - Russia

Fees & Details

Fees From*

  • UK:

    Up to £7k

  • Europe:

    Up to £7k

  • US:

    £7k to £15k

  • Africa/Asia/ME:

    £7k to £15k

Travels From

  • Ireland {Republic}



* This Speaker's fee falls within the ranges shown above. Ranges are presented as a guideline only. Speaker fees are subject to change without notice. For an exact quote, please contact us.

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