Bank of Ireland was awarded CX Champion at the recently concluded Irish CX Impact Awards 2025, recognised for its organisation-wide commitment to delivering exceptional customer experiences. 

The bank’s initiatives spanned service, digital experience, and frontline delivery, underpinned by a strong culture of listening and acting on customer insight. Notable achievements included the transformation of its desktop-first website into a mobile-first platform, driving a 50% increase in targeted keywords and facilitating 11% of loan applications via search.

The judging panel highlighted the bank’s clear focus on clarity, consistency, and care across every customer touchpoint. 

“Bank of Ireland stood out this year for its unwavering commitment to customer excellence. They have driven measurable improvements across service, digital experience, and frontline delivery. A strong culture of listening and acting on customer insight underpinned every initiative. The organisation’s focus on clarity, consistency, and care is evident at every touchpoint,” the judges said.

This recognition reflects the rising standards within the Irish CX Impact Awards, demonstrating how top-performing organisations are embedding customer experience into the fabric of their business strategy. Bank of Ireland’s win illustrates a progression of leaders who combine insight-driven strategy, innovation, and operational rigour to achieve measurable impact.

With the momentum generated by this year’s winners, the spotlight will turn to 2026 entrants, where businesses will continue to innovate and redefine the benchmarks for customer excellence. Who will emerge as Ireland’s next CX Champion, setting new standards for service, digital experience, and customer insight in 2026?

The Irish CX Impact Awards annually gather Ireland’s customer experience leaders, providing a premier platform to showcase innovation, build connections, and celebrate outstanding performance.

Visit the official website to explore past winners, review category details, and subscribe to the newsletter for updates and insights.