Heather O’Reilly, technical CRM consultant and digital sales specialist at Ergo, shares her life and business lessons.
Ergo’s Heather O’Reilly has a specialised focus on leveraging AI, is passionate about helping businesses achieve digital transformation through Microsoft Business Applications.
Her deep technical understanding of Dynamics 365 and the Power Platform allows her to showcase the full potential of the platform, creating tailored, impactful solutions that drive real business outcomes.
“I don’t think ‘soft skills’ are soft at all, they’re a core business advantage. The ability to listen, understand, and collaborate is essential for this industry and something that’s often overlooked”
As a passionate advocate for women in IT and an active member of the CWiT committee, she is also committed to ensuring diverse perspectives in the workplace and championing the advancement of women in technology.
Heather has spoken across Ireland and the UK on the transformative power of AI in the workplace. Combining technical expertise with strategic leadership insights, she equips audiences with practical strategies to navigate the fast-changing world of technology and management.
Tell us about your background, what journey did you take to arrive at where you are?
I come from a family of teachers and always expected to follow the same path. It wasn’t until my husband, who works in IT, encouraged me to consider technology that I realised I had more options available to me.
“I’ve learned not to wait for permission or for someone to recognise my potential. You have to recognise it yourself and advocate for your own value”
That realisation led me to a completely new career in technology and technical sales. I went back and earned my Microsoft certifications, taught myself SQL, and have since changed roles multiple times as I’ve built my skills and grown my career. Now, I try to share that same encouragement with other women who might not yet see all the possibilities open to them.
Why are you doing what you are doing? What need are you meeting? What’s your USP?
I help companies unlock their potential through digital transformation. We work with businesses to understand their challenges, gather the right requirements, and design a clear path to transformation.
Over the years, I’ve had the privilege of learning about so many industries, from public services to finance to education, and I’ve seen firsthand the common bottlenecks that hold organisations back.
One thing I’ve learned is that technology is only part of the answer. Change only sticks when people are brought along the journey.
What are your key skills and qualities that set you apart?
I don’t think “soft skills” are soft at all, they’re a core business advantage. The ability to listen, understand, and collaborate is essential for this industry and something that’s often overlooked.
“AI can write your email, but it can’t build your relationships. The businesses who learn how to partner with AI, rather than compete with it, will stay relevant”
At the end of the day, business is about people. I work closely with the team to listen deeply to our clients and uncover the real challenges behind the surface issues.
What (or whom) has helped you most along the way? Who was your greatest mentor/inspiration?
Teresa O’Connor a former manager from the Irish Cancer Society. She took a huge chance on me and encouraged me to interview for a technical role. She really showed me what happens when women lift each other up. That’s the kind of leader I strive to be now for other women.
What was the greatest piece of business advice you ever received?
I’ve learned not to wait for permission or for someone to recognise my potential. You have to recognise it yourself and advocate for your own value. I’ve also learned that collaboration is important, but not at the expense of your own voice.
What circumstances/qualities/events can mark the difference between success or failure in life or business?
Opportunity isn’t always evenly distributed. Bias, whether conscious or unconscious, still shapes who gets seen, supported, or promoted. Not everyone plays the game on the same court or with the same boundaries.
“Digital transformation has completely reshaped how careers and businesses grow. Companies that don’t embrace this shift, especially the rise of AI, will struggle to compete as others deliver better products, faster services, and lower costs”
But continuous learning, adapting, and growing is crucial in life and business. Even if we can’t always control the playing field, we can shape a culture where people are encouraged to grow, aim high, and push past the limits others expect for them.
How has digital transformation been a factor in your scaling journey and do you believe Irish firms are utilising digital technologies sufficiently?
Digital transformation has completely reshaped how careers and businesses grow. Companies that don’t embrace this shift, especially the rise of AI, will struggle to compete as others deliver better products, faster services, and lower costs. For employees, I think this means focusing on mastering hard-to-automate skills and committing to continuous learning.
If you were to do it all over again, what would you do differently?
I don’t usually think this way. You learn from everything. What matters is knowing that you’re always holding the pen, and you can change the story at any time.
Who inspires you in business today?
I’m really fortunate to work alongside so many talented people at Ergo. There’s always something to learn from the leaders around me, and that motivates me to keep growing.
What advice/guidance do you give new hires and how do you nurture talent in your organisation?
We try to create an environment where people feel they can speak openly, share ideas, and know they’re supported. For new hires, I think how you approach your work is what sets you apart. Do what you were hired to do and do it well. But if you want to accelerate, I’d say look beyond your job description and start thinking like the people running the business.
What business books do you read or would recommend?
One book I come back to almost every year is Essentialism by Greg McKeown. I also love Deep Work by Cal Newport and Atomic Habits by James Clear. Mindset by Dr. Carol Dweck has also had a huge impact on how I approach both business and personal growth.
What technologies/tools do you use personally to keep you on track?
I use Microsoft Dynamics 365 to manage everything from client meetings to opportunities and forecasts. I also use Microsoft Copilot. Copilot has significantly accelerated how quickly I can turn work around.
What social media platforms do you prefer and why?
LinkedIn is the only social media platform I use. I’ve stepped away from others because they’re too addictive for me. I use LinkedIn to find ideas and insights I can apply in my work.
What are your thoughts on where technology overall is heading and how it will apply to business generally and your business particularly?
AI can write your email, but it can’t build your relationships. The businesses who learn how to partner with AI, rather than compete with it, will stay relevant. I think the value of an employee will shift to adaptability and ability to navigate complexity, not just delivery speed. Companies will need to invest as much in upskilling their people as they do in the tools.
Finally, if you had advice for your 21-year-old self – knowing what you know now – what would it be?
Don’t limit yourself to what feels realistic. What seems realistic is usually just what’s familiar. Aim higher than what feels comfortable. The goal isn’t really to get the goal. It’s to see how much you can grow while you’re aiming for it.
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