The Ultimate Guide to Customer Experience
A curated Irish edition of IndustrialDay 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
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.
Envisage names Steve Boyes Managing Director for Ireland
Expansion across Ireland is being targeted as Steve Boyes takes charge of Envisage's leadership, sales growth and customer service.
Park2Travel adds real-time tracking & five new buses
Travellers using Dublin Airport transfers now get live shuttle updates and faster boarding as Park2Travel rolls out a €2 million upgrade.
Department of Social Protection boosts AI services
Millions who rely on pensions and income supports could see faster service as the department expands AI and automation across core systems.
Littlefish appoints Flannery to strategic partnerships role
The reshuffle gives the group a stronger Irish leadership structure as it tightens ties to Microsoft after buying Storm in 2024.
Analyst Insights
Research and market analysis connected to Customer Experience
Cognizant deepens Anthropic tie-up as Claude rollout grows
DevRev launches Voice AI for customer support calls
SAS urges human oversight in agentic AI deployments
DevRev launches Voice AI for customer support calls
Kore.ai appoints two chiefs to drive enterprise AI growth
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.
Expert Columns
The Hidden Cost of Identity Friction in Retail
Why does the channel need to turn partner feedback into strategy?
Global payments got faster. The last mile didn't
Fraud prevention for hospitality leaders: Tackling hotel booking fraud
AI in action: From conversations to real business outcomes
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Enterprise leaders seek clarity over complexity in AI
Building beneath the app layer: What Upvest shows about the next phase of European fintech
Why seamless Middle East 2026 should be on every commerce leader's calendar
Why data governance use cases fail without accurate data
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Ireland's invisible infrastructure: Why wholesale holds the key to food resilience
Stronger wholesale networks could help shield Irish consumers and SMEs from supply shocks as tighter margins and disruption bite across the food chain.
Why AI projects struggle to move beyond the pilot stage
Many businesses are finding that AI pilots stall when ownership, adoption and measurement questions emerge after the first demo.
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.
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.
NTT DATA launches AI insurance platform for carriers
Insurers could speed up claims and underwriting while keeping audit trails intact, as NTT Data targets regulated workflows with new AI tools.
Tech Mahindra wins TM Forum award for AI assurance
The recognition highlights telecoms' shift towards customer- and revenue-led fault handling as operators juggle 5G, cloud and edge networks.
10ZiG adds multilingual support across endpoint software
The move could ease deployment and support for IT teams managing dispersed fleets across Europe, where local language tools are increasingly important.
Target rebuilds product discovery on Google Cloud Spanner
The retailer said the overhaul cut infrastructure maintenance by 50% and improved product recommendations, ratings and Gift Finder responses.
name.com signs AI platform deals to embed domain access
Users of AI build tools will be able to register domains without leaving the platform as Name.com expands its integration push.
Guidewire launches Qusar with AI agents for insurers
The new release lets insurers automate claims and underwriting tasks inside their existing systems, while keeping data access and compliance controls in house.
Gallagher's Corey Russell wins Security Innovator award
The award spotlights a migration tool that could cut time, cost and errors for customers replacing ageing access control systems.
Volante launches Vol360i AI to automate payments ops
Banks could cut payment failures and manual repairs as Volante rolls out AI agents aimed at lifting processing rates above 95%.