Stay Informed on Corporate Sustainability

Author: Archie Villaflores

Customer experience excellence increasingly reflects organisational commitment to employee engagement and technology integration. Competitive advantage emerges where frontline empowerment, platform consolidation, and strategic leadership converge to deliver measurable service improvements and operational efficiency. Turning the clock back to last year's accomplishments, 'Just Eat Takeaway.com wins Customer Contact Centre of the Year at Irish CX Impact Awards 2025' celebrates how employee-focused transformation drives stronger engagement and superior customer outcomes. This recognition establishes expectations for the 2026 awards, where evidence-based employee experience strategies and demonstrable service impact may distinguish winning contact centres. Furthermore, 'Eventmaster acquires iDonate to expand customer experience platform' demonstrates how platform consolidation creates integrated ecosystems that streamline supporter interactions across fundraising and event management. Strategic acquisitions enable organisations to deliver enhanced service whilst expanding capability across multiple use cases. Meanwhile, 'Luotea appoints commercial officer to advance customer experience strategy' illustrates how executive appointments strengthen growth initiatives and technology-enabled service development. Leadership expertise in customer-centric operations supports strategic objectives targeting service quality and data-driven innovation. These stories underscore a sector where employee engagement, platform integration, and strategic leadership determine experience quality. Explore each article to understand how integration and leadership are reshaping customer experience standards.

Author: Jed Nykolle Harme

Distinguished for employee-focused transformation last year, Just Eat Take​away​.com won Customer Contact Centre of the Year at the Irish CX Impact Awards 2025, setting a benchmark for engagement-driven service excellence as Ireland's CX sector looks toward 2026.

Author: Archie Villaflores

Egyptian CX platform Tactful AI has secured USD 1 million (€840,000) in pre-Series A funding to expand agentic AI infrastructure across enterprise markets. The startup achieved over 100x platform usage growth, demonstrating AI-driven CX transformation capabilities in production environments.

Author: Archie Villaflores

Finnish facility service company Luotea has appointed Hanna Inget as Chief Commercial Officer to lead growth and customer experience initiatives. The move supports strategic objectives targeting annual growth and enhanced service quality through data-driven, technology-enabled operations.

Author: Archie Villaflores

UK temporary works supplier MH International has established an Irish depot in Portlaoise, expanding CX capabilities across construction and infrastructure sectors. The investment demonstrates long-term commitment to regional growth and localised support delivery.

Author: Archie Villaflores

Finning UK & Ireland introduces a Services Commitment guaranteeing parts delivery and repair timelines with financial penalties for delays. The initiative enhances CX through contractual service standards, uptime assurance, and productivity protection.

Author: Archie Villaflores

Irish fundraising and ticketing platform Eventmaster has acquired digital fundraising provider iDonate, creating an integrated CX solution for charities and event organisers. The merger combines event management capabilities with fundraising expertise, supported by BGF growth capital.

Author: Archie Villaflores

Customer experience continues to evolve as organisations integrate technology, strategy, and human insight to deliver measurable outcomes. Improving responsiveness, streamlining service delivery, and aligning operations with client needs are central to maintaining trust and driving performance. In reflection on last year’s landmark success, ‘TestReach named Best Customer-Centric Culture at Irish CX Impact Awards 2025’ celebrates how AI-driven tools transformed service operations and strengthened customer-centric culture. The recognition set a clear benchmark for embedding client-focused practices across the sector as the 2026 awards cycle approaches. Moreover, ‘HKC appoints security manager to drive customer experience’ illustrates the value of leadership roles dedicated to enhancing client interactions, ensuring operational consistency and responsiveness across touchpoints. This role reinforces accountability and fosters a culture centred on client needs. Meanwhile, ‘Aplazo improves customer experience with AI-powered service’ highlights how AI integration can optimise workflows, improve resolution rates, and create seamless, personalised engagement. The AI tools also enable staff to focus on more complex customer inquiries efficiently. Collectively, these stories emphasise the importance of combining strategic leadership with technological innovation to enhance client outcomes. Organisations that adopt this approach are best positioned to set new benchmarks for service excellence in 2026.

Author: Archie Villaflores

Meralco has renewed its Salesforce enterprise licence to advance customer experience through digital transformation. The partnership introduces AI-driven tools and expands self-service channels, improving efficiency, responsiveness, and overall service satisfaction.

Author: Archie Villaflores

Mexican BNPL platform APLAZO has integrated Kustomer’s AI solutions to enhance customer experience, increasing satisfaction by 40%. The move demonstrates how AI-driven service platforms can improve efficiency, human interaction, and scale for financial services companies globally.