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The Channel Optimisation Opportunity: Why Irish CX Leaders Should Redesign Their Service Channel Mix Around Contact Reason
Proactive messaging delivers the highest customer satisfaction of any channel, yet remains among the least invested in globally. Irish CX leaders who redesign their channel mix around contact reason rather than legacy habit will capture measurable gains in satisfaction, efficiency, and loyalty.
Instadesk launches AI Customer Experience Lab in Uzbekistan with Huawei and iFLYTEK to serve Central Asian enterprises
China-based AI customer engagement platform provider Instadesk has partnered with iFLYTEK and Huawei to launch a joint AI Customer Experience Lab in Tashkent, Uzbekistan. The collaboration targets telecom and banking customers with localised, multilingual AI-powered contact centre and voice interaction solutions.
Shift4 rolls out all-in-one payments and tax-free shopping device to simplify international retail customer experience
US-based commerce technology firm Shift4 has launched Shift4 One, an all-in-one handheld device combining payments, dynamic currency conversion and tax-free shopping. The product launches first in the UK, Ireland, Spain and Germany, with expansion across 15 European countries planned by year end.
Wavenet commits £7.4 million to AI-powered service management and contact centre platform across UK operations
West Midlands-based managed service provider Wavenet has announced a £7.4 million investment in AI-enhanced customer service technologies, including a three-year ServiceNow agreement and a Zoom-powered contact centre platform. The investment supports more than 22,000 customers across the UK.
Gas Networks Ireland appoints Diarmuid Collins to lead customer and business development strategy
Gas Networks Ireland has appointed Diarmuid Collins as Director of Customer and Business Development, strengthening its senior leadership team as the organisation advances its renewable gas transition strategy. Collins brings more than 15 years of experience across the organisation's finance functions.
OpenDialog extends AI agent platform into insurance aggregator channel through Firemelon and Aequotech partnerships
Belfast-based AI agent platform OpenDialog has announced two new partnerships extending its conversational AI technology into insurance aggregator customer journeys for the first time. Belfast-based Firemelon and travel insurance comparison firm Aequotech will deploy the platform to reduce quote abandonment and customer friction.
Darragh Brien named as judge for Irish CX Impact Awards 2026
Darragh Brien, Apprenticeship Engagement Specialist at the National College of Ireland, joins the judging panel for the Irish CX Impact Awards 2026, bringing a 20-year career spanning international hospitality, recruitment, and workforce development to the evaluation of customer experience excellence in Ireland. His grounding in service excellence, customer-centric strategy, and employee experience contributes a people-centred perspective to the assessment of entries across the awards programme.
The Accessibility Dividend: Why Irish Organisations Should Treat Digital Inclusion as a Customer Experience Investment
The Level Access State of Digital Accessibility Report 2025-2026 finds 89 per cent of professionals consider accessibility a competitive advantage, yet only 37 per cent of European organisations are fully compliant with the European Accessibility Act. Irish CX leaders who invest proactively stand to gain in revenue, loyalty, and regulatory standing.
DXC Technology opens 200,000-square-foot AI-first Customer Experience Centre in Bengaluru to scale enterprise AI adoption
US-based enterprise technology firm DXC Technology has opened a 200,000-square-foot AI-first Customer Experience Centre in Bengaluru, India, designed to accelerate co-creation and AI-enabled transformation with customers and partners. The facility is one of DXC's largest global delivery hubs.
Microsoft makes Sales Agent and Service Agent generally available to embed AI across customer-facing workflows
US-based Microsoft has launched Sales Agent and Service Agent as generally available tools within Microsoft 365 Copilot and Dynamics 365, embedding AI-powered assistance directly into the workflows of sales and customer service teams. The update also brings Copilot into Dynamics 365 Sales and Dynamics 365 Customer Service environments.
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