Bold bets

Customer experience is evolving at pace, fuelled by bold bets on technology and strategic shifts in what service means. CurrencyFair’s AI push signals a sector leaning into smarter support, while TTEC and Zendesk’s new partnership hints at faster, sharper resolutions. Ireland now has its first consultancy tackling the overlooked problem of subscription churn, a reminder that retention is as critical as acquisition. Entain is reimagining in-shop betting, Elavon is strengthening retail payments with REI, and Modern Tyres is expanding its footprint to give customers more choice and confidence on the road. 

Across these moves, one theme stands out: customer experience leaders aren’t just chasing satisfaction, they’re redefining it.