The customer experience sector continues to mature as organisations place greater emphasis on consistency, trust and long-term engagement. This edition brings together perspectives that show how experience is becoming a strategic driver of resilience and differentiation.

Rewinding to 2025, 'Marc Giles Named CX Leader at the 2025 Irish CX Impact Awards' underscores the importance of leadership in translating ambition into consistent delivery. That recognition frames expectations for the 2026 awards cycle, where people strategy will continue to sit at the heart of customer experience credibility. 

In addition, 'Heathrow invests in 1.3b to upgrade passenger experience and operations' highlights the role of sustained investment in shaping expectations at every touchpoint. The commitment signals how experience-led thinking is increasingly embedded in operational strategy across complex environments.

Lastly, 'Best4Travel acquires Skytours to expand nationwide customer experience' reflects a period where scale and reach were leveraged to strengthen customer relationships. The development points to a wider sector shift towards integrated journeys that balance growth with service quality.

Together, these stories frame a sector where scale, investment and expertise are aligning to shape more meaningful customer outcomes.

(Photo Credits to Freepik)