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 business leaders warm to AI, but fears persist
Concerns over jobs, security and trust still linger, even as more Irish bosses now see AI as a business opportunity, a survey found.
Bank of Ireland expands Stripe deal on AI & payments
The bank aims to speed up customer payments and back-office tasks as it deepens use of Stripe's systems across its group.
Taylor farewell fight drives record eir data at Croke Park
Mobile traffic at Croke Park hit a record as Katie Taylor's farewell bout drew thousands of fans streaming and sharing on the night.
Qualcom lifts Northern Ireland revenue 30% on retail demand
Retailers' shift to secure digital payments and ordering systems helped lift annual revenue in Northern Ireland by 30%, with five jobs added.
Bank of Ireland rolls out revamped mobile banking app
Millions of customers will gain quicker access to payments, card controls and accessibility features as the lender pushes more banking into mobile.
Yuno Group boosts resilience with Irish data centre
The move gives the energy and broadband group more capacity and backup resilience as it shifts disaster recovery off site and into a Tier 3 facility.
Analyst Insights
Research and market analysis connected to Customer Experience
Cloudinary named Gartner Leader in digital asset management
Meltwater tops Gartner's first PR & media tools ranking
NiCE named Gartner CCaaS leader as AI revenue jumps
Kore.ai launches Autoloop to optimise enterprise AI agents
MSPs expect AI revenue to surge as services mature
Expert Columns
Why revenue leaders need a connected commerce chain
The future of iGaming belongs to operators that can scale trust, not transactions
Rethinking what happens at card expiry
7 Steps to Implement Digital Identity Verification Successfully
AI in Retail is Only as Good as its Data Foundation
The next eCommerce interface may not be a screen
The golden quarter loyalty opportunity: Why rewards matter more when consumers spend more carefully
Why Email and Phone Append Matter for Prescreen Campaigns
When IT fails in manufacturing, the whole supply chain pays
The importance of data enrichment in financial services
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Entersekt boosts 3-D Secure to cut checkout failures
Interrupted authentication journeys are costing merchants sales, with Entersekt saying its latest changes lifted success rates by up to 9 percentage points.
Oracle launches Claw-powered Fusion apps for CX teams
Oracle has added governed AI tools to Fusion Cloud Applications, aiming to help sales and service teams execute more complex tasks with less manual effort.
Brandtech launches data & AI unit across three firms
The new umbrella will unite more than 500 specialists in 22 countries, as brands seek to make fragmented data usable for artificial intelligence.
Villeroy & Boch deploys Talkdesk to streamline service
The rollout should cut waiting times and transfers by routing enquiries to the right agent faster across Villeroy & Boch's global service teams.
Accenture buys Sagacity to boost customer intelligence
The deal adds more than 140 specialists as consulting groups race to turn customer data and AI into growth, retention and service gains.
Agoda & Adyen mark decade-long payments partnership
The tie-up has helped the travel platform improve checkout reliability and authorisation rates as its bookings expanded across more markets and currencies.
AI tool sprawl leaves US executives facing orchestration gap
Three in five large US firms say AI tool sprawl has stalled strategy, as 85% of executives report disconnected technology stacks.
Sprinklr brings customer feedback AI tools to Gemini
Gemini Enterprise users can analyse surveys, reviews and social posts without leaving their existing workflows, as Sprinklr expands access to its feedback tools.
Serve First expands into US with new Managing Director
A £9.5 million funding boost has underpinned the Georgia office, as the UK customer experience technology group targets more US multi-site operators.
Zoom adds unified customer context across CX tools
Businesses using Zoom's CX tools will be able to see a single customer history across channels, cutting repeat explanations and speeding resolutions.
WARC survey says strategists see reasons for optimism
Agency strategists are feeling more upbeat, even as AI, consolidation and tougher growth conditions raise pressure to prove their commercial worth.
Singapore Airlines unveils new amenity kits & sleeper suits
Passengers on flights over six hours will get branded sleepwear and refreshed kits as the carrier sharpens cabin differentiation ahead of 2026.
Luware launches NimbusOne after Microsoft certification
Certified by Microsoft, the new client lets contact centre agents stay in Teams or work in CRM tools, reducing switching and support burdens.
Juspay revenue rises 30% to USD $75 million in FY26
Core India operations stayed profitable as the payments firm expanded overseas and pushed into AI, even after a USD $10 million net loss.
Insurers race towards autonomous AI, Sapiens survey finds
Two thirds of senior insurance professionals expect AI to become fully autonomous within three years, despite patchy adoption and governance gaps.
Vection signs five-year reciprocal reseller deal with Xerox
Western Europe customers could gain broader access to AI, workflow and XR tools after Vection and Xerox struck a non-exclusive five-year deal.
EMEA fraud attempts rise as AI scams grow more complex
More than a third of financial firms in Europe, the Middle East and Africa reported fraud attempts rising by over 25% in two years.
Gainsight links Salesforce Agentforce & Slack to data
Sales and customer success teams can now see renewal risks and expansion signals in Slack and Salesforce without switching systems.
Jabra launches retail headset & cloud management platform
Retailers can now centralise headset fleets across stores as Jabra's new platform aims to cut IT support demands and speed frontline communications.
Europeans back slower bank checks to cut fraud risk
Most consumers surveyed across six European markets would accept longer bank checks if that meant a lower chance of fraud, Fourthline found.
