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
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.
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.
Analyst Insights
Research and market analysis connected to Customer Experience
Netcore Unbxd named Gartner Leader for search discovery
Genesys names new partner chiefs to expand AI push
NiCE named launch partner for AWS European Sovereign Cloud
Constructor named Gartner leader in search & discovery
ScienceLogic upgrades Skylar AI & wins IDC Leader nod
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.
Expert Columns
Why Every Chief Data Officer Needs a Modern Data Quality Strategy for AI
5 Tips to Align Your Data Strategy with AI
Ireland must move beyond digital accessibility towards inclusion
Ireland's invisible infrastructure: Why wholesale holds the key to food resilience
Why geocoding technology has become a cross-industry growth driver
When Agents act on bad data, the damage is automatic
Data value chain seen as next step for enterprises
Why AI projects struggle to move beyond the pilot stage
The next phase of AI in marketing is not just more automation
Data matching explained: The key to clean, connected data
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
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.
Most CX leaders see little AI impact, despite spend
Most firms are still increasing AI budgets, even as 57% of CX leaders say the technology has delivered little or no impact on operations.
Quiq launches Verified Intelligence for enterprise AI
Enterprise buyers are demanding proof that AI agents can be audited, tested and constrained before they go live in customer service.
Spreetail marks 20 years after USD $9 billion in sales
It has built a global eCommerce operation by expanding beyond used computers into bulky goods, while navigating supply chain shocks and tariffs.
Cloudhouse launches outage stress test amid AI risks
Businesses face greater outage exposure as cloud, automation and AI add hidden dependencies, especially when summer holidays thin IT teams.
SBS launches AI foundation for banks on existing systems
The rollout could help more than 1,500 institutions use generative AI on trusted in-house data without disrupting core banking operations.
Businesses shift from AI pilots to trust & results
Businesses are now weighing whether AI can cut workloads and risks in core operations, rather than just speed up pilots and paperwork.
Episode Six & Decisionly team up on dispute automation
Banks and fintechs could cut manual chargeback work by more than 80% as the new API tie-up links card issuing with dispute automation.
Scality & WEKA expand France AI support partnership
French organisations deploying AI workloads will now get local sales and French-language support as Scality takes the front line for WEKA's joint stack.
AnywhereNow puts Tendfor into Microsoft Marketplace
Microsoft customers can now buy a Teams-based contact centre and reception tool through its marketplace, simplifying procurement and deployment.
AS Watson appoints 31 tech partners for AI retail push
Its 17,000-store group is broadening AI use from customer service to operations and analytics as it deepens ties with suppliers.