Stay Informed on Corporate Sustainability

Author: Archie Villaflores

US conversational AI provider LivePerson has launched Syntrix, an AI agent evaluation and live agent training platform for enterprise customer experience. The company enables brands to deploy customer-facing AI with confidence through simulation capabilities.

Author: Archie Villaflores

US customer experience company Alorica has partnered with PayNearMe to expand digital wallet and payment capabilities for loan servicing operations. The US-based collaboration integrates PayXM platform into SST ecosystem, enabling flexible and secure payment experiences.

Author: Archie Villaflores

US-based ABB has streamlined its NEMA motors warranty request process to enhance CX through simplified submission and tracking capabilities. The Switzerland-headquartered technology company provides single sign-on access across all service systems for improved visibility and control.

Author: Archie Villaflores

Accenture has agreed to acquire US network intelligence company Ookla to strengthen CX analytics capabilities. The acquisition enhances data-driven optimisation of mission-critical Wi-Fi and 5G networks powering enterprise digital operations globally.

Author: Archie Villaflores

Spanish bicycle manufacturer Orbea has strengthened its UK and Ireland commercial operations through strategic appointments and investment. The expansion includes two new account managers supporting regional growth, dealer relationships, and enhanced CX delivery.

Author: Archie Villaflores

Derry-based energy supplier Share Energy has launched a digital portal enabling commercial customers to monitor multi-site consumption and manage billing. The platform provides real-time tracking of energy usage and grid exports, enhancing operational control and transparency.

Author: Jed Nykolle Harme

Singled out for delivering a future-ready digital platform in 2025, Three Ireland secured the Best Online Experience & User Interface award at the Irish CX Impact Awards 2025, recognised for a comprehensive platform overhaul that placed customer feedback at the centre of every design decision. Rather than applying incremental updates, Three Ireland stripped its existing platform back to fundamentals, gathering real user feedback to identify and address the pain points that most affected everyday interactions. The rebuilt experience prioritised ease of use across every customer touchpoint, with the transformation documented through compelling before-and-after evidence that demonstrated tangible gains in both functionality and customer satisfaction.

Author: Archie Villaflores

Customer experience leadership requires AI systems that automate routine interactions whilst regional infrastructure delivers localised support. Organisations deploying autonomous platforms alongside hub expansion demonstrate how technology and geographic proximity strengthen service responsiveness. Casting back to a memorable achievement from last year, 'Vodafone wins Best Use of AI in Customer Experience at Irish CX Impact Awards 2025' recognises AI strategy combining voice and chat assistants with generative AI tools supporting live agents. This achievement establishes benchmarks for the 2026 awards, where AI-powered service delivery will once again be honoured. Furthermore, 'Metro expands UK network to strengthen regional customer experience delivery' demonstrates how freight forwarders establish Leeds, Liverpool, and Belfast hubs to enhance operational flexibility. Regional offices enable faster local decision-making whilst strengthening integration with national and international networks. Meanwhile, 'Klaviyo partners with Google to advance autonomous customer experience delivery' reflects how CRM platforms integrate search, advertising, and messaging capabilities to deliver AI-driven experiences adapting to customer intent. The partnership processes 3.4 billion daily interactions across over 8 billion profiles to enable real-time personalisation. AI automation and regional infrastructure define service delivery evolution. Read each story to understand how autonomous platforms and localised support are strengthening customer engagement.

Author: Archie Villaflores

Malaysia Airlines has selected Canadian AI platform Ada to power its customer service agent Mavis, strengthening digital customer experience strategy. The carrier implements omnichannel, enterprise-grade agentic AI supporting passengers throughout travel journeys with 24/7 availability.

Author: Archie Villaflores

Klaviyo has announced strategic partnership with Google to deliver autonomous AI-driven customer experiences from product discovery through purchase and loyalty. The collaboration integrates search, advertising, and messaging capabilities with real-time decisioning.