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Why Irish CX Leaders Must Design the Human-AI Balance, Not Default to It
Capita's 2026 CX Trends report signals that the human-AI service balance is now a strategic architecture decision. Irish CX leaders must design intelligent handoffs, unify customer data, and shift from reactive to proactive engagement to retain loyalty.
Allianz Ireland shortlisted for Best Customer-Centric Culture at Irish CX Impact Awards 2025
In a rewind to the Irish CX Impact Awards 2025, Allianz Ireland was shortlisted for the Best Customer-Centric Culture award for a deeply embedded organisational commitment to customer-centricity that extended well beyond front-line service delivery into the values, behaviours, and leadership practices shaping the business from the inside. As the 2026 cycle approaches, the standard Allianz Ireland brought to the shortlist sets a meaningful benchmark for the organisations now preparing to make their case.
Spectrio launches Intelligent Engagement Suite to revolutionize physical location customer experience
US customer engagement technology provider Spectrio has launched Intelligent Engagement Suite with three new service offerings. The platform enhances customer experience through integrated sight, sound, scent, and data solutions across physical locations.
Customer Science appoints COO to advance international customer experience expansion
Australian customer experience and digital transformation firm Customer Science has appointed James Johnstone as Chief Operating Officer. The Sydney-based hire strengthens operational capabilities supporting UK and US expansion plans.
Adobe partners with Tesco to advance AI-driven customer experience personalisation
US technology provider Adobe has entered strategic AI partnership with UK retailer Tesco to personalise customer experiences through agentic AI capabilities. The collaboration enhances shopping experience through intelligent recommendations and tailored offers.
TCS Ireland renews Marks & Spencer partnership to advance retail customer experience transformation
Irish-based technology services provider TCS has renewed multi-year partnership with UK retailer Marks & Spencer, enhancing customer experience through AI-driven omnichannel retail capabilities and modern technology implementation.
Monzo launches Irish operations to enhance digital banking customer experience
UK digital bank Monzo has officially launched in Ireland with free personal and business banking following a 100,000-strong waitlist. The service enhances customer experience through transparent pricing, simplified communication, and round-the-clock support.
Singapore Airlines brings live FIFA World Cup 2026 coverage to passengers via inflight entertainment platform
Singapore Airlines, the Singaporean full-service carrier, will broadcast live FIFA World Cup 2026 matches onboard via KrisWorld Live TV. The announcement marks a significant enhancement to inflight customer experience for the airline's global passenger base.
New Ireland Assurance shortlisted for Customer Contact Centre of the Year at Irish CX Impact Awards 2025
Revisiting the Irish CX Impact Awards 2025, New Ireland Assurance was shortlisted for the Customer Contact Centre of the Year award, recognised last year for delivering over 390,000 customer interactions annually through a model that balanced digital innovation, empathetic service, and continuous improvement within a complex regulated environment. As the 2026 cycle draws closer, the standard New Ireland Assurance brought to the shortlist, where operational scale and genuine customer-centricity advanced together, sets a meaningful benchmark for the organisations now preparing to make their case.
Why Investing in Employee Experience Is the Smartest CX Strategy for Irish Organisations in 2026
The Qualtrics 2026 Employee Experience Trends Report reveals that frontline workers and customers identify the same causes of service failure, giving Irish organisations a clear and actionable roadmap to improve customer experience by investing in the people who deliver it.
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