The Ultimate Guide to Customer Experience
A curated Irish edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
Irish Customer Experience News
Regional stories with direct local relevance
Irish tech leaders cite skills gaps as AI investment rises
Skills shortages are now holding back Ireland's tech chiefs as AI investment jumps, with most firms still unable to deploy it at speed.
Enfuce enters Ireland with Payac credit union deal
The move will shift 125,000 cardholders and 150,000 current accounts off legacy systems, boosting digital services for Irish credit unions.
Irish SMEs gain from overseas sales & social commerce
Overseas buyers now account for 44% of online sales for surveyed Irish SMEs, as social commerce and AI reshape growth plans.
GoMo launches fibre broadband in Ireland at EUR €29.99
Existing mobile customers in Ireland can now add fibre broadband for EUR €29.99 a month, with no long contract or mid-term price rises.
eir business inks ServiceNow deal for managed services
Customers across Ireland will get a single portal for service requests and incident updates as eir business shifts onto ServiceNow's AI platform later this year.
Doctrine Skincare wins AxisBIC investible company award
Seven start-ups sought EUR 9.5 million at a Cork investor event as AxisBIC said demand for early-stage technology funding is rising.
Analyst Insights
Research and market analysis connected to Customer Experience
Parloa tops USD $50 million ARR after Series D boost
CFOs can win by deploying AI strategically, Gartner says
Proximus Global rises to Gartner CPaaS leaders group
8x8 sees surging AI demand as usage revenue jumps 70%
Infobip named Gartner CPaaS leader in 2026 ranking
Featured News
Dell Technologies makes all the hardware cool again
Renewed AI spending is boosting demand for Dell's secure, certified infrastructure as companies chase faster deployment and lower cloud costs.
Exclusive: Rover's Phil Katz on trust signals in pet care
Rover says data, trust systems and AI tools are reshaping pet care marketplaces as owners seek more personalised services.
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Trust in enterprise AI is being undermined as Denodo research finds most firms still lack live, context-aware data for production use.
Exclusive: Google sees success with niche AI playbooks
Enterprises are under pressure to prove AI returns as Google pushes reusable, sector-specific playbooks into production across 19 industries.
Google sees retail success with agentic commerce push
Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.
Exclusive: How Adobe showcases its innovation engine
Ideas from across Adobe are vetted live at Summit, and some have gone on to become products after further testing and hardening.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks risk wasting AI spending unless they first map how work really flows, as Celonis says process intelligence is becoming phase zero.
Exclusive: G+D's Sofiane Chouane on the future of European fintech
European fintech is maturing as G+D's Sofiane Chouane charts a future shaped by stricter regulation, AI, and bank-startup partnerships.
Expert Columns
The next phase of AI in marketing is not just more automation
Data matching explained: The key to clean, connected data
From AI Adoption to AI Advantage
Data enrichment: Turning raw data into real intelligence
The 70% problem: Why checkout is still where eCommerce goes to die
How accurate address data powers identity verification
Turning security into a story: How managed service providers use reporting to drive retention and revenue
When identity becomes the payment rail
Telcos reshape music streaming for local audiences
5 eCommerce trends set to define 2026
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Iarnród Éireann adds PayPal for rail ticket bookings
Foreign travellers now account for a fifth of PayPal rail bookings as Ireland’s state operator expands checkout options on its website and app.
Climb names Mike Holt as Ireland Territory Manager
The hire signals a push to deepen partner ties in Ireland as AI and digital transformation reshape demand for technology distributors.
ServiceNow warns of Ireland's 284 million-hour service gap
Irish consumers are losing 284 million hours a year to poor service, as weak systems and low empathy leave firms at risk of defections.
How leadership, people and technology are key for AI adoption across Irish businesses
Irish firms could miss AI gains unless leaders back clear use cases, staff skills and infrastructure to turn trials into value.
Visa to enable OpenAI payments in agentic commerce
AI agents will be able to make purchases with user-approved controls, as Visa moves to bring tokenised payments into OpenAI's commerce tools.
Sprinklr launches LLM Insights to track AI brand visibility
Brands risk being misdescribed in AI answers as generative search reshapes discovery, prompting Sprinklr to add monitoring inside Insights.
Insurers face cyber & climate loss surge, NTT DATA says
Uninsured cyber and climate claims are widening a gap that could leave insurers exposed to more than USD $700 billion in losses by 2030.
Ascendion named ISG leader in digital engineering report
The ranking reflects rising demand for AI services that can modernise legacy systems without disrupting operations in regulated industries.
TCS teams up with Anthropic on Claude for enterprises
The tie-up aims to help regulated firms move generative AI from pilots into production, while training 50,000 TCS staff on Claude.
Specsavers & Merkle cut UK query volume by 90%
The overhaul gives retailers a clearer online-offline customer view while saving Specsavers more than two weeks of engineering time in Britain.
Genesys Cloud ARR hits USD $2.8 billion as AI demand rises
Rising enterprise spending on AI helped push Genesys Cloud annual recurring revenue to USD $2.8 billion, with international sales nearing 45%.
Kyndryl launches AI orchestration for enterprise workflows
Many firms are still stuck in AI pilot purgatory, and Kyndryl's new orchestration tool aims to move projects into day-to-day operations.
Wassist raises USD $1.1 million for WhatsApp commerce
The London startup aims to help smaller retailers turn WhatsApp chats into sales as it begins growth with fresh pre-seed funding.
AI board priority rises as legacy systems slow scale
Legacy systems are slowing AI roll-outs at large firms, with most executives saying modernisation and governance are now the main bottlenecks.
Sitecore buys Scrunch to boost AI search visibility
Brands will be able to track and improve how they appear in AI-generated answers as Sitecore folds Scrunch into its software stack.
UKG adds real-time tools for frontline workforce control
Managers can now spot staffing gaps, compliance risks and overtime exposure as they happen, as UKG adds live tools for shift-based workforces.
TCS wins Europe tech overhaul deal with Canada Life
The insurer's European operations will be refreshed under a multiyear TCS pact aimed at improving resilience, automation and user experience.
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ING rolls out AI mortgage assistant in Netherlands
The pilot is expected to speed up complex home-loan decisions while keeping final approval with ING staff and maintaining explainable oversight.
8x8 launches Pulse conversational intelligence for customers
The early-access tool could help executives and account managers spot renewal risks and customer feedback hidden in calls, chats and emails.
Backbase & Mastercard tie-up boosts cross-border payments
Banks could launch international transfers faster, as the Backbase integration cuts the complexity of linking to Mastercard Move.