HOMS Assist has been named winner of both CX Champion 2026 and CX Impact in Public Sector & Professional Services at the Irish CX Impact Awards 2026, recently recognised for a human-centred approach to customer experience that puts empathy, professionalism, and trust at the heart of client care.

HOMS Assist is a nationwide private client law firm transforming client experience through a feedback-led specialist operating model. Client insight directly informs service redesign, delivering faster file opening, streamlined case journeys, and staff-led improvements that reduce delays and strengthen quality. The firm has achieved an NPS of +94 and a CSAT of 96.7%.

On the CX Impact in Public Sector & Professional Services award, judges said: "HOMS Assist brings together customer care, employee behaviour and operational discipline to create a deeply-embedded human-centred approach. Its daily huddles, specialist roles, proactive case management, multilingual support, mentoring and plain language standards show how customer focus has been built into everyday operations rather than treated as a standalone initiative. The independently assessed 99% Q9000 Gold Grade, strong customer scores and measurable operational and commercial growth provide compelling evidence of the impact this approach is having."

The CX Impact in Public Sector & Professional Services category recognises achievements in measuring and managing customer experience excellence over the past 12 months, with judges looking for a strong link between the customer and the initiatives, backed by metrics. Entries are assessed on the challenge, the approach taken, and the measurable impact on customers, staff, and the business.

Meanwhile, the CX Champion 2026 category cannot be entered. The winner is selected from the winners of the other categories. On the award, judges said: "HOMS Assist demonstrated an outstanding commitment to customer experience, placing empathy, professionalism and trust at the heart of its approach. Through a strong focus on understanding customer needs, delivering personalised support and maintaining exceptional service standards, the organisation has established itself as a champion of customer care. Its dedication to building meaningful relationships, continually improving the customer journey and putting people first reflects the very best of customer experience excellence, making it a deserving recipient of this prestigious recognition."

The Irish CX Impact Awards 2026 gala took place on 4 November 2026 at the Crowne Plaza Hotel, Santry. Entries were assessed by an independent judging panel coordinated by Agnieszka Jozwiak of CXPA Ireland, including Teresa Purtill of Org Group, Jenny McCoy of the Irish Management Institute, Laura O'Toole of Coimisiún na Meán, and Evin Conway of CSGI.

The awards were supported by platinum sponsors TP Ireland and 8x8 as well as gold sponsor CX Index. Amárach Research and CXPA took part as supporters, while The Irish Times served as communications partner.

For the complete 2026 winners list, category details, and judges' profiles, visit the official Irish CX Impact Awards website and subscribe to the newsletter for updates from Ireland's customer experience community.