Customer experience continues to mature as a strategic discipline, shaped by culture, technology and long-term trust rather than surface-level interaction. This edition brings together perspectives that show how organisations are aligning people, platforms and purpose to strengthen relationships at scale.

Celebrated for advancing industry standards last year, ‘Electric Ireland Customer Connect named Most Engaging Employee Programme at Irish CX Impact Awards 2025’ highlighted how internal engagement can translate into meaningful external impact. That recognition sets a clear benchmark as attention shifts towards the 2026 awards, where authenticity, continuity and measurable engagement will remain central themes.

In parallel, ‘Dublin Bus invites ideas to reshape customer experience across the capital’ reflects a growing openness to participatory models of service design. Inviting customers into the conversation signals a broader rebalancing of ownership and accountability in public-facing experiences.

Lastly, ‘Wingify and ABTasty merge to create global digital experience leader’ illustrates how scale and specialisation are reshaping digital engagement capabilities. Consolidation is increasingly viewed as a pathway to depth rather than dilution.

Together, these stories underline a sector defined by engagement with intent. They invite readers to explore how trust, collaboration and scale are shaping the future of customer experience.

(Photo Credits to Freepik)