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Open for Business: How Irish Organisations Can Turn Rising CX Confidence Into Lasting Loyalty
Global CX satisfaction has risen to 79 per cent, according to the Qualtrics 2026 Consumer Experience Trends Report. Those that deploy AI purposefully, broaden their customer listening, and demonstrate data transparency stand to convert this momentum into lasting competitive advantage.
Klearcom claims double honours at the Irish CX Impact Awards 2025
In review of a notable milestone from last year, Klearcom won both Best Innovation in CX and CX Impact in Technology, Media & Telecoms at the Irish CX Impact Awards 2025, recognised for an AI-powered platform that is fundamentally changing how enterprise clients identify, test, and resolve failures within IVR call flows. The double recognition reflects the standard the Irish CX Impact Awards set for technology-driven entries, with Klearcom setting benchmarks as the 2026 cycle draws near.
Globe Teleservices partners with MPT to enhance messaging customer experience
Singapore-based telecom solutions provider Globe Teleservices has partnered with Myanmar state-owned operator MPT to enhance secure messaging services and CX. The collaboration strengthens A2P messaging ecosystem governance, transparency, and regulatory compliance capabilities.
Kathy Ireland invests in Capacity to advance AI-driven customer experience automation
US entrepreneur Kathy Ireland has announced strategic investment in AI support automation company Capacity to advance customer experience capabilities. The US-based unified CX automation platform addresses fragmented technology challenges through intelligent orchestration.
Quantiphi acquires Candyspace to enhance customer experience capabilities
US digital engineering company Quantiphi has acquired UK-based CX specialist Candyspace to expand European market presence. The US-headquartered firm strengthens digital product development capabilities through integration of London-based team's user-centred design expertise.
Codec expands customer experience delivery through Indian capability centres
Dublin-based digital transformation consultancy Codec has partnered with US technology services company Trigent to establish Global Capability Centres in India. The Ireland-headquartered Microsoft partner strengthens CX delivery capabilities through strategic operations.
Adoreboard launches revenue tool to quantify customer experience impact
Belfast-based AI firm Adoreboard has unveiled Customer Revenue Impact technology connecting customer feedback to revenue outcomes. The Northern Ireland company's innovation analyzes feedback 923 times faster than manual analysis, enhancing CX decision-making.
The CX Confidence Illusion: Why Irish Brands Must Act on Evidence, Not Assumption
Medallia's 2026 State of Customer Experience Report exposes a damaging divergence between brand confidence and consumer reality. Irish CX leaders must close this gap by broadening data signals, enforcing cross-functional accountability, and deploying AI responsibly.
ESB Networks wins Best Customer Loyalty & Reward Programme at Irish CX Impact Awards 2025
In a throwback to last year's Irish CX Impact Awards, ESB Networks claimed the Best Customer Loyalty & Reward Programme award for its innovative "Is This a Good Time?" initiative, which blended behavioural science, gamification, and cutting-edge technology to drive meaningful customer engagement. The purpose-driven programme demonstrated strong evidence of behavioural change while aligning directly with Ireland's Net Zero goals, earning high praise from the judging panel. As the 2026 awards approaches, the win positioned ESB Networks as a benchmark for loyalty initiatives that deliver impact beyond the customer relationship and into the wider community.
Zendesk acquires Forethought to boost agentic customer experience automation
US customer service platform Zendesk has acquired agentic customer service startup Forethought to enhance AI automation capabilities. The acquisition accelerates product roadmap by over one year, integrating specialised agents and autonomous capabilities into existing platforms.
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