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What the CCPC 2025 Helpline Report Tells Irish CX Leaders About Service Recovery and Commercial Return
The CCPC's 2025 Consumer Helpline Report recorded 42,791 Irish consumer contacts and an average complaint spend of €6,292. Irish organisations that treat complaint handling as a frontline commercial lever rather than a back-office function stand to convert service failures into lasting loyalty.
Teleperformance named as Platinum Sponsor at the Irish CX Impact Awards 2026
Teleperformance will serve as Platinum Sponsor at the Irish CX Impact Awards 2026, bringing global digital business services expertise to the programme at the awards gala on 4 November at the Crowne Plaza Hotel, Santry. The partnership reflected Teleperformance's commitment to transforming customer experience through advanced technology and human expertise, and its alignment with the organisations recognised for excellence in CX across Irish business.
Zoom unveils Agent Architect and Agent Performance Suite to shift CX AI focus toward measurable customer outcomes
US-based communications platform Zoom has launched Agent Architect and Agent Performance Suite for Zoom Virtual Agent, expanding its CX portfolio with tools to build, measure and optimise AI-powered customer service. The releases reflect a market shift from AI deployment toward outcome-driven performance accountability.
Adobe extends customer experience platform into third-party AI environments through major agency and technology partnerships
US-based software firm Adobe has announced AI partnerships with Accenture, Omnicom, WPP, Stagwell, Anthropic and Microsoft to extend its customer experience software into third-party AI environments. The agreements position Adobe's CX Enterprise platform as a coordinating layer across agency, consulting and workplace AI ecosystems.
Leasecar redesigns website to deliver faster and more intuitive vehicle leasing customer journey
UK-based vehicle leasing firm Leasecar has launched a redesigned website featuring enhanced search functionality, a new brand identity and a streamlined customer journey. The platform has been built to reduce friction across key customer actions and support more informed leasing decisions.
Reward creates 61 Belfast jobs as UK customer engagement platform accelerates international expansion
UK-based customer engagement and commerce media platform Reward is creating 61 new jobs in Belfast as it expands its international operations. The roles span software engineering, data engineering, DevOps and business operations, generating more than £3.3 million in annual salaries.
Bank of Ireland cuts fraud attempts by 30% and false positives by 87% using AI-powered Featurespace platform
Bank of Ireland has reported a 30% reduction in attempted payment fraud and a 25% fall in customer losses since deploying an AI-powered detection system in partnership with Featurespace, a Visa solution. The technology has simultaneously streamlined the customer experience by cutting false positives by 87.1%.
Tara Martin named as judge for Irish CX Impact Awards 2026
Tara Martin, Vice-President of Customer Success at RentalMatics, joins the judging panel for the Irish CX Impact Awards 2026, bringing over two decades of customer experience design, business development, and digital transformation expertise spanning Fortune 500 corporate leadership at Hertz International and startup strategy at RentalMatics. A recipient of Hertz International's Global Leadership Award, Martin contributes a cross-sector perspective on customer success strategy and operational excellence to the evaluation process.
How the Consumer Protection Code 2025 Converts CX Investment into Regulatory Advantage for Irish Financial Services
The Central Bank of Ireland's Consumer Protection Code 2025 came into force in March 2026, shifting regulation from process compliance to outcome demonstration. Irish financial services CX leaders who treat this as a design mandate rather than a compliance task stand to gain measurable competitive advantage.
Kyndryl rolls out AI Orchestration for Business to coordinate agentic workflows across enterprise customer operations
US-based enterprise technology services firm Kyndryl has launched AI Orchestration for Business, a new capability designed to coordinate AI agents across supply chains, commerce, finance, IT and customer operations. The solution targets retail, consumer packaged goods, travel and transportation organisations seeking enterprise-wide AI impact.
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