Laura O'Toole, Director of User Strategy, Growth and Experience at Coimisiún na Meán, has been announced as a member of the judging panel for the Irish CX Impact Awards 2026, bringing over two decades of leadership experience across customer experience, service design, accessibility, and digital transformation to the evaluation of customer experience excellence across Ireland.

O'Toole's career has spanned public service, telecommunications, financial services, healthcare, and FMCG, giving her a cross-sector command of how customer-centric strategy is designed, implemented, and sustained across radically different organisational contexts. 

In her current role at Coimisiún na Meán, Ireland's media regulator, she leads user strategy, growth, and experience for an organisation navigating the intersection of public service obligation and digital transformation, a context that demands a sophisticated understanding of inclusive, human-centred service design and its role in building public trust and engagement. 

Her standing within Ireland's CX community is well established. Named CX Leader of the Year at the Irish CX Impact Awards in 2024, O'Toole is a frequent contributor to industry events and CX leadership forums, recognised for combining strategic thinking and commercial insight with a commitment to inclusive, accessible service design that puts the needs of customers and users at the centre of every initiative.

The Irish CX Impact Awards 2026 spans 27 categories covering the full breadth of customer experience in Ireland, from CX Champion and digital experience to sector-specific awards in financial services, retail, healthcare, and utilities, alongside people-focused categories including CX Manager of the Year and CX Rising Star of the Year. 

O'Toole joins a panel coordinated by Agnieszka Jozwiak of CXPA Ireland, alongside Darragh Brien of the National College of Ireland, Gavin Carpenter of Phonovation, Evin Conway of CSG, Rachael Corcoran of EPAM Systems, Collette Gleeson of Comfort Keepers Ireland, Tara Martin of RentalMatics, Jenny McCoy of the Irish Management Institute, Ann Marie O'Donnell of Actavo, Eddie Stack of Insight6 Ireland, Dr Fred Creedon of MTU, and Brian O'Flynn of Capventis.

The awards gala will take place on 4 November 2026 at the Crowne Plaza Hotel, Santry.

Visit the official Irish CX Impact Awards website to explore the shortlist, review category details, and meet the other members of the judging panel. Subscribe to the newsletter for other news and updates.