The Ultimate Guide to Customer Experience
A curated Irish edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
Irish Customer Experience News
Regional stories with direct local relevance
Bank of Ireland expands Stripe deal on AI & payments
The bank aims to speed up customer payments and back-office tasks as it deepens use of Stripe's systems across its group.
Taylor farewell fight drives record eir data at Croke Park
Mobile traffic at Croke Park hit a record as Katie Taylor's farewell bout drew thousands of fans streaming and sharing on the night.
Qualcom lifts Northern Ireland revenue 30% on retail demand
Retailers' shift to secure digital payments and ordering systems helped lift annual revenue in Northern Ireland by 30%, with five jobs added.
Bank of Ireland rolls out revamped mobile banking app
Millions of customers will gain quicker access to payments, card controls and accessibility features as the lender pushes more banking into mobile.
Yuno Group boosts resilience with Irish data centre
The move gives the energy and broadband group more capacity and backup resilience as it shifts disaster recovery off site and into a Tier 3 facility.
Envisage names Steve Boyes Managing Director for Ireland
Expansion across Ireland is being targeted as Steve Boyes takes charge of Envisage's leadership, sales growth and customer service.
Analyst Insights
Research and market analysis connected to Customer Experience
Genesys unveils AI tools to orchestrate customer journeys
Claroty named leader & customer favourite by Forrester
Certinia study finds integration key to AI success
Everpure named Gartner leader for enterprise storage
Litera adds AI search & growth tools for law firms
Expert Columns
Why Email and Phone Append Matter for Prescreen Campaigns
When IT fails in manufacturing, the whole supply chain pays
The importance of data enrichment in financial services
The AI metric that matters isn't token cost
Why banks should bet on digital identity, not super apps
4 practical tips for maintaining data quality
6 Pillars of data quality and strategies for improving your data
For sensitive health categories, eCommerce can remove more than just the checkout queue
Why AI fails without a strong data foundation and how to get it right
Why You Need Phone Validation in Your Customer Data Toolkit
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Park2Travel adds real-time tracking & five new buses
Travellers using Dublin Airport transfers now get live shuttle updates and faster boarding as Park2Travel rolls out a €2 million upgrade.
Department of Social Protection boosts AI services
Millions who rely on pensions and income supports could see faster service as the department expands AI and automation across core systems.
Littlefish appoints Flannery to strategic partnerships role
The reshuffle gives the group a stronger Irish leadership structure as it tightens ties to Microsoft after buying Storm in 2024.
Ireland's invisible infrastructure: Why wholesale holds the key to food resilience
Stronger wholesale networks could help shield Irish consumers and SMEs from supply shocks as tighter margins and disruption bite across the food chain.
Why AI projects struggle to move beyond the pilot stage
Many businesses are finding that AI pilots stall when ownership, adoption and measurement questions emerge after the first demo.
Irish tech leaders cite skills gaps as AI investment rises
Skills shortages are now holding back Ireland's tech chiefs as AI investment jumps, with most firms still unable to deploy it at speed.
Enfuce enters Ireland with Payac credit union deal
The move will shift 125,000 cardholders and 150,000 current accounts off legacy systems, boosting digital services for Irish credit unions.
Irish SMEs gain from overseas sales & social commerce
Overseas buyers now account for 44% of online sales for surveyed Irish SMEs, as social commerce and AI reshape growth plans.
GoMo launches fibre broadband in Ireland at EUR €29.99
Existing mobile customers in Ireland can now add fibre broadband for EUR €29.99 a month, with no long contract or mid-term price rises.
eir business inks ServiceNow deal for managed services
Customers across Ireland will get a single portal for service requests and incident updates as eir business shifts onto ServiceNow's AI platform later this year.
Doctrine Skincare wins AxisBIC investible company award
Seven start-ups sought EUR 9.5 million at a Cork investor event as AxisBIC said demand for early-stage technology funding is rising.
Iarnród Éireann adds PayPal for rail ticket bookings
Foreign travellers now account for a fifth of PayPal rail bookings as Ireland’s state operator expands checkout options on its website and app.
Climb names Mike Holt as Ireland Territory Manager
The hire signals a push to deepen partner ties in Ireland as AI and digital transformation reshape demand for technology distributors.
ServiceNow warns of Ireland's 284 million-hour service gap
Irish consumers are losing 284 million hours a year to poor service, as weak systems and low empathy leave firms at risk of defections.
How leadership, people and technology are key for AI adoption across Irish businesses
Irish firms could miss AI gains unless leaders back clear use cases, staff skills and infrastructure to turn trials into value.
CMOs & CIOs split over AI decision-making at firms
Shared AI projects are stalling as marketers and technologists dispute control, with most CIOs claiming the final say on CMS and DXP choices.
Forrester urges firms to prioritise practical AI governance
Enterprises face mounting risks from AI outages and hidden governance costs as Forrester says day-to-day operational needs now outrank frontier fears.
RS2 warns businesses confuse connectivity with orchestration
The gap is leaving many firms reliant on manual routing and weak token control, with transaction performance and resilience suffering.
Merlin rolls out NiCE CXone across 140 attractions
Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.
Merlin rolls out NiCE AI across visitor attractions
Visitors should see faster help and fewer repeat calls as Merlin links bookings, support and follow-up across 140 attractions worldwide.