Northern Ireland Tourist Board

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Delivering world-class customer care means having the capacity to provide a memorable, unforgettable experience to each individual customer. A world-class welcome is not about meeting, but about exceeding customer expectations and looking for opportunities to provide unexpected money can’t buy moments.

The modern traveller is growing ever more discerning and seeking greater value in personal experiences.

This insight session was aimed at those who understand the importance of The Welcome in the customer journey, from pre-visit to feedback. It addressed how this focus supports the NI Brand promise building on our reputation in Northern Ireland to capitalise on one of our greatest assets- Our People.



The aim of this workshop was to focus on the importance of the The NI Welcome in the overall customer journey, and the speakers addressed the following: 

  • The Visitor Welcome
  • The Customer Journey
  • Tourism NI's Visitor Information Plan
  • Volunteering
  • Getting China Ready



To view the presentations from the day, please see below:

The Digital Welcome - Mags Byrne, Tourism Northern Ireland

First Impressions - Jayne O'Neile, Tourism Northern Ireland

The Events Welcome Experience - Lindsay Armstrong, Volunteer Now & Freda Edgar, Tour Guide 

The Belfast Welcome - Mary-Jo McCanny, Visit Belfast

The Hillsborough Plan & Welcome - Martin Graham, Tourism Northern Ireland & Lynda Willis, WorldHost Trainer

China Ready Project & Overview - Carolyn Boyd, Tourism Northern Ireland