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Laura O'Toole announced as judge for Irish CX Impact Awards 2026
Laura O'Toole, Director of User Strategy, Growth and Experience at Coimisiún na Meán and CX Leader of the Year at the Irish CX Impact Awards 2024, joins the judging panel for the Irish CX Impact Awards 2026. She brings over two decades of leadership experience across customer experience, service design, accessibility, and digital transformation spanning public service, telecommunications, financial services, healthcare, and FMCG to the evaluation of entries across the awards programme.
The Hybrid Service Imperative: Why Irish CX Leaders Must Design the Human-AI Balance, Not Default to It
Capita's CX Trends for 2026 report identifies hybrid service design as the defining architecture of Irish and European customer experience. Organisations that intentionally balance AI and human interaction, rather than defaulting to automation, will deliver the consistency and empathy that loyalty depends on.
Virgin Media O2 rolls out AI voice agent for broadband faults
UK telecoms operator Virgin Media O2 has introduced an AI voice agent to handle selected broadband fault calls, built with AI platform Sierra. The tool gives customers faster support while freeing human advisors for complex issues.
LHV Bank deploys agentic AI for customer emails
UK subsidiary of Estonia's LHV Group, LHV Bank has gone live with agentic AI for customer emails, powered by fintech Gradient Labs. The rollout follows a March proof-of-concept, with governance cited as the priority over speed.
Sherweb picks Dublin as European headquarters, creating jobs
Canadian cloud distributor Sherweb has established its European headquarters in Dublin, creating more than a dozen new roles. The move builds on Sherweb's 2024 acquisition of Irish IT distributor MicroWarehouse, which now operates under the Sherweb name.
Esri Ireland powers digital twin project at Dublin Airport
Esri Ireland's ArcGIS technology will support daa's digital twin of Dublin Airport, unifying asset and infrastructure data as it scales for 40 million passengers a year. The project aims to speed maintenance decisions and improve passenger flow.
HCS invests €1.45m in new 24/7 managed services model
HCS has invested €1.45 million to introduce a 24/7 managed services offering delivered through teams in Ireland and New Zealand. The follow-the-sun model aims to give customers continuous IT monitoring, faster incident response and stronger cyber resilience.
Collette Gleeson confirmed as judge for Irish CX Impact Awards 2026
Collette Gleeson, CEO of Comfort Keepers Ireland, joins the judging panel for the Irish CX Impact Awards 2026, bringing extensive experience leading one of Ireland's largest homecare providers through growth and transformation alongside international engagement with homecare leaders on evolving customer and employee expectations. An MBA holder in Global Management and Technology, CIPD-qualified professional, and Board member of Home and Community Care Ireland, Gleeson contributes a people-centred perspective on service excellence and customer-centric strategy to the evaluation of entries.
The Delivery Experience Dividend: Why Irish E-commerce Organisations Must Own the Post-Purchase Journey, Not Just the Purchase
Sendcloud's E-commerce Delivery Compass 2026, surveying 8,000 European shoppers, finds 48 per cent abandoned a cart due to delivery issues and 29 per cent stopped ordering after a single bad experience. Irish e-commerce organisations that treat the post-purchase journey as a customer experience investment will build the loyalty that delivery transparency consistently rewards.
Revolut pilots facial recognition checkout in London cafes
UK fintech Revolut has piloted Pay with Smile, a facial recognition checkout system, at London cafes this week. The feature lets customers complete purchases with a face identity check instead of a card or phone.
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