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GOCare appoints Patrick Kelly as CTO to advance AI-powered subscriber experience platform
US-based SaaS provider GOCare has appointed Patrick Kelly as Chief Technology Officer to lead product development, service delivery and AI strategy. Kelly brings more than 25 years of broadband and telecoms technology experience, most recently as CIO of regional broadband operator Lightcurve.
What the January 2026 UKCSI Tells Irish CX Leaders About Service Quality and Financial Return
The Institute of Customer Service's January 2026 UKCSI records the highest UK satisfaction score since 2022, driven by record right-first-time resolution rates. Irish CX leaders can apply the same principles to achieve measurable financial outperformance across financial services, utilities, and telecoms.
Pegasystems unveils Customer Engagement Studio to unify AI agents and accelerate personalised campaign delivery
US-based enterprise software firm Pegasystems has launched Pega Customer Engagement Studio, an agentic AI workspace designed to unify AI and human agents for personalised marketing campaign delivery. The product compresses campaign production from weeks to minutes within a governed enterprise environment.
Lloyds Banking Group deploys Microsoft 365 E7 to scale agentic AI across customer and colleague experience
UK-based Lloyds Banking Group has signed a multi-year agreement with Microsoft to deploy the Microsoft 365 E7 AI Frontier Suite across its operations. The rollout extends agentic AI capability to serve 28 million customers while improving colleague efficiency and regulatory compliance.
Aviva Life & Pensions Ireland appoints Simon Snow to newly created customer service operations role
Aviva Life & Pensions Ireland has appointed Simon Snow as Head of Customer Service Operations in a newly created role. Snow brings more than 15 years of experience across strategy, operations and transformation in financial services across Ireland and the UK.
Belfast AI firm Syndeo secures Vonage partnership to deploy industry-specific agents across enterprise contact centres
Belfast-based AI specialist Syndeo has secured a partnership with Vonage, the US cloud communications provider owned by Swedish telecoms giant Ericsson. The deal deploys Syndeo's AI agents within Vonage's contact centre platform to deliver automated, industry-specific customer engagement solutions.
CSG's Evin Conway confirmed as judge for Irish CX Impact Awards 2026
Evin Conway, Customer Experience Leader at CSG, joins the judging panel for the Irish CX Impact Awards 2026, bringing over 20 years of expertise in strategic transformation, governance, and global CX team leadership across organisations including Ibec, Coupa, Salesforce, and Citrix. A Masters-qualified strategist and board director whose leadership at Ibec earned the B2B Customer Experience of the Year award at the Irish CX Awards 2024, Conway contributes a proven track record of delivering measurable CX outcomes to the evaluation process.
The Human Edge: Why Empathy Is the Most Commercially Powerful CX Strategy Available to Irish Organisations in 2026
The Ipsos Empathy: The New Currency of Brand Connection report finds empathy-grounded ideas are 79 per cent more likely to drive brand choice, giving Irish customer experience leaders a clear, quantified case for treating empathy as a measurable commercial strategy rather than a cultural aspiration.
Jenny McCoy joins judging panel for Irish CX Impact Awards 2026
Jenny McCoy, Head of Customer Experience at the Irish Management Institute, joins the judging panel for the Irish CX Impact Awards 2026, bringing over 20 years of experience in customer experience design, service delivery, and continuous improvement to the programme. As the architect of IMI's customer experience strategy and a practising Executive Coach, McCoy contributes a perspective that connects operational rigour with the human and organisational factors that drive CX excellence.
Evonik opens integrated Beauty Science and Innovation Centre in Shanghai to deepen customer collaboration across Asia
Speciality chemicals company Evonik has opened its first Beauty Science and Innovation Centre in Asia, located at its Shanghai, strengthens collaborative customer engagement and accelerates next-generation cosmetic solution development across the region.
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