Stay Informed on Corporate Sustainability

Author: Archie Villaflores

Customer experience is increasingly shaping the strategic direction of organisations across sectors. Effective CX integrates leadership, design, and technology to deliver measurable outcomes that drive engagement, loyalty, and operational efficiency. In review of a notable milestone from last year, ‘Flogas Ireland’s Kerry McGrath named CX Rising Star at Irish CX Impact Awards 2025’ highlights how structured leadership and innovative processes can embed customer experience principles at scale. That achievement now sets a benchmark as the 2026 awards approach, where emerging leaders will be challenged to demonstrate equally transformative impact. Furthermore, ‘Dublin Airport opens Ryan’s Pub to enhance passenger experience’ demonstrates how public-facing services are integrating design, amenities, and operational strategy to elevate visitor engagement. The initiative underscores the tangible benefits of thoughtful CX interventions in high-traffic environments. Meanwhile, ‘AI-powered CX platform Toku debuts on SGX to accelerate global customer engagement growth’ illustrates how technology enables real-time insights and consistent experiences across complex, multi-region operations. These platforms are shaping how businesses anticipate needs and respond dynamically to customer behaviour. These examples showcase a sector-wide emphasis on strategy-driven CX. They illustrate how leadership, innovation, and technology converge to create meaningful value for customers and organisations alike.

Author: Jed Nykolle Harme

Spotlighted for transformative leadership last year, Kerry McGrath of Flogas Ireland was named CX Rising Star at the Irish CX Impact Awards 2025, recognising her role in embedding customer-centric culture as a benchmark for CX innovation in 2026.

Author: Business Wire

Medallia, the US-based customer experience leader, has partnered with AI-native CX company Ada to create a unified AI-powered solution. The platform links real-time insights to automated action, aiming to enhance customer interactions across channels globally.

Author: PR Newswire

AI-powered CX platform provider Toku makes a strong market debut on SGX Catalist, raising S$16.25m (€10.76m) to accelerate global growth, platform innovation, and enterprise customer engagement across regulated, multi-market environments.

Author: Ford Authority

Ford and Ohme have partnered to expand electric vehicle (EV) charging services across Ireland, enhancing the customer experience. The collaboration integrates at-home installation, training, and incentives to simplify EV ownership and boost satisfaction for drivers.

Author: Business Post

Salesforce Ireland announces a leadership transition as Carolan Lennon steps down, with Nadja D’Arcy taking over as country manager. The move highlights ongoing focus on customer success, AI-driven tools, and organisational continuity in the Irish SaaS market.

Author: Dublin Airport

Dublin Airport has opened Ryan’s Pub, a traditional Irish air-side venue, to boost passenger experience and engagement. The initiative combines heritage storytelling with authentic hospitality to enhance dwell-time, satisfaction, and overall airport customer experience in Terminal 2.

Author: Jed Nykolle Harme

Customer experience continues to mature as a strategic discipline, shaped by culture, technology and long-term trust rather than surface-level interaction. This edition brings together perspectives that show how organisations are aligning people, platforms and purpose to strengthen relationships at scale. Celebrated for advancing industry standards last year, ‘Electric Ireland Customer Connect named Most Engaging Employee Programme at Irish CX Impact Awards 2025’ highlighted how internal engagement can translate into meaningful external impact. That recognition sets a clear benchmark as attention shifts towards the 2026 awards, where authenticity, continuity and measurable engagement will remain central themes. In parallel, ‘Dublin Bus invites ideas to reshape customer experience across the capital’ reflects a growing openness to participatory models of service design. Inviting customers into the conversation signals a broader rebalancing of ownership and accountability in public-facing experiences. Lastly, ‘Wingify and ABTasty merge to create global digital experience leader’ illustrates how scale and specialisation are reshaping digital engagement capabilities. Consolidation is increasingly viewed as a pathway to depth rather than dilution. Together, these stories underline a sector defined by engagement with intent. They invite readers to explore how trust, collaboration and scale are shaping the future of customer experience.

Author: Jed Nykolle Harme

Spotlighted for exemplary initiative last year, Electric Ireland was named winner of Most Engaging Employee Programme at the Irish CX Impact Awards 2025, highlighting its immersive Customer Connect initiative as a benchmark for CX innovation in 2026.

Author: TechCrunch

Wingify and ABTasty merge under Everstone Capital to create a $100 million digital experience optimisation platform. The combined business will serve over 4,000 enterprise customers and enhance AI-led personalisation globally across marketing and product teams.