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Explore industry news, insights, and updates from the Irish CX Impact Awards.
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dnata expands inflight retail partnership with Aer Lingus
dnata Catering & Retail launches Aer Lingus’ new five-year inflight retail programme, managing sourcing, technology, and onboard sales. Featuring Irish and international brands, the initiative enhances passenger choice, data-driven operations, and a festive seasonal menu.
Service Recalibration
The CX landscape is being reshaped as organisations refine how they engage with customers, manage operations, and deploy technology. Shane Lynn Joins Judging Panel for Irish CX Impact Awards 2025 highlights the growing recognition of excellence in customer experience, underlining the importance of independent assessment and benchmarking in driving sector standards. In parallel, Scandic Hotels expands operations to Dalata hotels to boost customer experience illustrates how operational expansion can create more consistent, customer-focused environments, translating strategic intent into tangible service improvements. Freshworks integrates AI tools to streamline customer experience operations demonstrates the accelerating role of technology in reducing complexity and enabling teams to prioritise high-value interactions. These stories reflect a broader trend of service recalibration: the integration of people, processes, and technology to achieve measurable CX outcomes. The edition captures how thoughtful leadership, targeted operational decisions, and intelligent automation converge to define next-generation customer service strategies. Explore each article for insights into actionable approaches that can influence planning, investment, and execution in organisations.
Shane Lynn Joins Judging Panel for Irish CX Impact Awards 2025
Shane Lynn, CEO of EdgeTier, joins the Irish CX Impact Awards 2025 judging panel, bringing over 20 years of AI, data science, and customer experience expertise to recognise CX excellence across Ireland.
Newell Brands showcases customer experience center to advance retail partnerships
Newell Brands, a US-based global consumer goods company, has opened a 12,000-square-foot Customer Experience Center in Hoboken, New Jersey. The CEC allows retail partners to engage directly with products, innovation, and shopper insights.
Freshworks integrates AI tools to streamline customer experience operations
Freshworks, a US-based customer experience software provider, has integrated AI tools into its Freshdesk platform. The update unifies multi-channel interactions, introduces industry-specific AI agents, and delivers real-time analytics to streamline CX operations.
Arden Energy implements intelligent data management system to enhance customer experience
Dublin-based Arden Energy has developed an intelligent data management system to automate billing, reporting, and provide a real-time customer portal. The project enhances customer experience and internal operational efficiency.
Ryanair transitions to fully digital boarding passes to improve customer experience
Ryanair, the Irish low-cost airline, is eliminating printed boarding passes to move fully digital. The change impacts customer experience, streamlines check-in, and reflects operational efficiency initiatives, affecting over 206 million passengers.
Scandic Hotels expands operations to Dalata hotels to boost customer experience
Scandic Hotels, a Swedish hotel group, takes over management of 56 Dalata hotels across Ireland and the UK. The move focuses on operational excellence and customer experience, aiming to enhance service and streamline hotel operations.
McKeever Hotel Group unveils five-year ‘Beyond Now’ growth strategy with £3M reinvestment plan
McKeever Hotel Group unveils its five-year strategy *Beyond Now*, targeting sustainable growth, digital transformation, and expansion into Ireland and Scotland. Plans include £3m reinvestment, improved guest experiences, 4-star accreditations, and stronger ESG commitments ahead of its 40th anniversary.
Experience Innovation
The customer experience sector is being reshaped by technological innovation, strategic initiatives, and leadership recognition. Organisations are leveraging digital tools and talent to enhance engagement, streamline operations, and deliver measurable impact. Job creation and technology investment are driving growth. Proofpoint to create 100 AI and cybersecurity roles through its new Cork hub highlights the critical role of talent and innovation in supporting secure, advanced customer experience solutions. Integration of CX systems continues to transform service delivery. Nomura Research Institute launches CXynapse Hub demonstrates how unified platforms can streamline processes, improve insights, and enhance customer journeys across complex networks. Recognising the sector’s shapers this year, Rachael Corcoran joins judging panel for the Irish CX Impact Awards 2025 that will happen on 4th of December at Royal Marine Hotel, Dún Laoghaire. Her expertise will exemplify the importance of strategic vision and experience in shaping industry standards and highlighting best practices. These developments illustrate a sector where technology, strategy, and leadership converge to define the future of customer experience. Explore the full stories and stay informed on the innovations driving CX excellence in this newsletter.
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