Stay Informed on Corporate Sustainability

Author: Dublin Airport

Dublin Airport has opened Ryan’s Pub, a traditional Irish air-side venue, to boost passenger experience and engagement. The initiative combines heritage storytelling with authentic hospitality to enhance dwell-time, satisfaction, and overall airport customer experience in Terminal 2.

Author: Jed Nykolle Harme

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.

Author: Jed Nykolle Harme

Spotlighted for exemplary initiative last year, Electric Ireland was named winner of Most Engaging Employee Programme at the Irish CX Impact Awards 2025, highlighting its immersive Customer Connect initiative as a benchmark for CX innovation in 2026.

Author: TechCrunch

Wingify and ABTasty merge under Everstone Capital to create a $100 million digital experience optimisation platform. The combined business will serve over 4,000 enterprise customers and enhance AI-led personalisation globally across marketing and product teams.

Author: businesswire

Customer Experience automation advances as Omilia and Atento form a global partnership to scale intelligent virtual agents. The collaboration enhances operational efficiency and transforms interactions across voice and digital channels in multiple international markets.

Author: THE IRISH NEWS

Northern Ireland’s luxury hospitality sector is investing directly in Customer Experience as premium hotels prioritise wellbeing-led design. Hastings-owned Culloden Estate & Spa has upgraded its bedroom offering to support growth from Irish and US markets.

Author: ert

Customer Experience strategy is central as Montpellier Appliances reshapes its aftersales model across the UK and Ireland. The appliance brand has appointed a nationwide repair partner to deliver consistent, transparent and scalable service journeys.

Author: Irish Independent

An Irish public transport operator is linking innovation funding directly to Customer Experience outcomes. The initiative positions data, collaboration and smart cities as levers to reshape passenger journeys at scale.

Author: Jed Nykolle Harme

The customer experience sector is gaining strategic weight as organisations recognise its role in building loyalty, resilience and long-term value. This edition reflects an editorial focus on insight that helps readers understand how experience-led thinking is becoming embedded across business strategy. Building on last year’s achievements, 'BoyleSports Customer Operations named CX Team of the Year – Large at Irish CX Impact Awards 2025' captured a moment when operational excellence and customer focus were publicly affirmed. That recognition sets a reference point as attention turns towards the 2026 awards and the standards they continue to define. Momentum beyond recognition is evident as 'Kerrs Tyres secures capital to scale customer experience model.' The investment reflects growing confidence in experience as a scalable driver of differentiation and sustainable growth. Technology-led progress is also featured in the sector as 'Talkdesk launches AI-powered commerce orchestration for consumer goods.' Together, these stories frame a sector aligning people, capital and intelligence to deliver customer experiences that are consistent, adaptive and future-ready.

Author: Jed Nykolle Harme

Looking back to last year’s excellence, BoyleSports Customer Operations was named CX Team of the Year – Large at the Irish CX Impact Awards 2025, setting a benchmark for Ireland’s CX innovators this 2026.