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Cresta and Atento unite to scale hybrid human-AI customer experience across the Americas
US-based CX AI platform Cresta and customer experience outsourcing giant Atento have signed a multi-year, multimillion-dollar strategic partnership. The agreement targets hybrid human-AI customer experience deployment across the United States and Latin America.
ContactPoint 360 launches AI-operated model to reposition customer experience as a growth driver
Canada-headquartered customer experience outsourcing firm ContactPoint 360 has launched an AI-operated CX model blending automated service delivery with human support. The offering targets enterprise organisations seeking scalable, measurable customer engagement performance.
DNA Payments and OnePlusTwo partner to bring self-service kiosk technology to UK hospitality and retail SMEs
UK-based payments provider DNA Payments and POS technology firm OnePlusTwo have partnered to expand self-service kiosk and integrated payment solutions. The offering targets small and medium-sized enterprises across the UK hospitality and retail sectors.
Intercom rebrands as Fin to reflect shift toward AI-first customer engagement platform
Irish tech unicorn Intercom has rebranded as Fin, adopting the name of its AI customer service agent as the company repositions itself as an AI-first business. The move reflects a strategic pivot toward a unified AI agent covering support, sales and commerce.
Otonomee partners with Intercom to advance AI-driven customer experience delivery
Irish customer experience firm Otonomee has joined Intercom's Solution Partner Program to integrate AI capabilities into service offerings. The Cork-headquartered company enhances customer experience through AI-powered support combined with human expertise.
Redesigning Loyalty: Why Irish Organisations Should Build Customer Retention Around Behaviour, Not Assumption
PwC's 2025 Customer Experience Survey reveals a significant gap between how executives and consumers perceive brand loyalty. Irish organisations that redesign loyalty strategies around observable behaviour and privacy-respecting personalisation stand to convert this insight into durable commercial advantage.
bonkers.ie shortlisted for Digital Impact in CX at Irish CX Impact Awards 2025
Casting back to the Irish CX Impact Awards 2025, bonkers.ie was shortlisted for the Digital Impact in CX award for a platform overhaul that made switching energy and financial products a significantly smoother experience for Irish consumers, producing a 24 percent year-on-year increase in completed switches and a measurable reduction in bounce rates. As the 2026 cycle draws closer, bonkers.ie's demonstration that a more intuitive digital journey produces direct and quantifiable gains in customer outcomes sets a meaningful benchmark for the organisations now preparing their entries.
TravelX appoints Asia Pacific director to advance airline customer experience capabilities
US airline technology provider TravelX has appointed Bryan Olaguer as APAC Director to strengthen regional operations and enhance customer experience through post-booking revenue management platform expansion across Asia Pacific markets.
Omnichat transforms into AI-native platform to advance customer experience automation
Asian omnichannel customer experience platform Omnichat has evolved into AI-native agentic platform "Omni AI" with autonomous workforce capabilities. The transformation enhances customer experience through sophisticated AI-driven marketing, support, and sales integration.
Scorebuddy launches quarterly report tracking customer experience intelligence trends
Irish CX intelligence platform Scorebuddy has launched QA & CX Intelligence Quarterly Pulse Report tracking quality assurance and AI adoption trends. The Dublin-based research reveals gap between AI strategy and frontline implementation.
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