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Explore industry news, insights, and updates from the Irish CX Impact Awards.
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Luotea appoints commercial officer to advance customer experience strategy
Finnish facility service company Luotea has appointed Hanna Inget as Chief Commercial Officer to lead growth and customer experience initiatives. The move supports strategic objectives targeting annual growth and enhanced service quality through data-driven, technology-enabled operations.
MH International establishes Irish depot to enhance customer experience
UK temporary works supplier MH International has established an Irish depot in Portlaoise, expanding CX capabilities across construction and infrastructure sectors. The investment demonstrates long-term commitment to regional growth and localised support delivery.
Finning UK & Ireland introduces service guarantees to strengthen customer experience
Finning UK & Ireland introduces a Services Commitment guaranteeing parts delivery and repair timelines with financial penalties for delays. The initiative enhances CX through contractual service standards, uptime assurance, and productivity protection.
Eventmaster acquires iDonate to expand customer experience platform
Irish fundraising and ticketing platform Eventmaster has acquired digital fundraising provider iDonate, creating an integrated CX solution for charities and event organisers. The merger combines event management capabilities with fundraising expertise, supported by BGF growth capital.
Client Focus
Customer experience continues to evolve as organisations integrate technology, strategy, and human insight to deliver measurable outcomes. Improving responsiveness, streamlining service delivery, and aligning operations with client needs are central to maintaining trust and driving performance. In reflection on last year’s landmark success, ‘TestReach named Best Customer-Centric Culture at Irish CX Impact Awards 2025’ celebrates how AI-driven tools transformed service operations and strengthened customer-centric culture. The recognition set a clear benchmark for embedding client-focused practices across the sector as the 2026 awards cycle approaches. Moreover, ‘HKC appoints security manager to drive customer experience’ illustrates the value of leadership roles dedicated to enhancing client interactions, ensuring operational consistency and responsiveness across touchpoints. This role reinforces accountability and fosters a culture centred on client needs. Meanwhile, ‘Aplazo improves customer experience with AI-powered service’ highlights how AI integration can optimise workflows, improve resolution rates, and create seamless, personalised engagement. The AI tools also enable staff to focus on more complex customer inquiries efficiently. Collectively, these stories emphasise the importance of combining strategic leadership with technological innovation to enhance client outcomes. Organisations that adopt this approach are best positioned to set new benchmarks for service excellence in 2026.
Meralco enhances customer experience through AI-driven digital upgrade
Meralco has renewed its Salesforce enterprise licence to advance customer experience through digital transformation. The partnership introduces AI-driven tools and expands self-service channels, improving efficiency, responsiveness, and overall service satisfaction.
Aplazo improves customer experience with AI-powered service
Mexican BNPL platform APLAZO has integrated Kustomer’s AI solutions to enhance customer experience, increasing satisfaction by 40%. The move demonstrates how AI-driven service platforms can improve efficiency, human interaction, and scale for financial services companies globally.
Translink accelerates customer experience with contactless payments
Translink has surpassed 2 million contactless payment accounts, streamlining boarding and enhancing passenger experience. Real-time convenience and operational efficiency demonstrate the growing impact of digital ticketing on urban transport networks.
Fexco launches AI assistant to enhance stadium customer experience
Fexco, an Irish financial technology provider, has introduced the Croke Park Stadium Assistant, an AI tool enhancing fan navigation and engagement. Real-time insights optimise visitor experience and operational efficiency across stadium events for both customers and staff.
HKC appoints security manager to drive customer experience
HKC strengthens its commitment to customer experience with a new Security and Risk Manager. The appointment highlights strategic focus on service excellence, recurring revenue management, and CX innovation.
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