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
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.
Analyst Insights
Research and market analysis connected to Customer Experience
KnowBe4 wins Frost & Sullivan email security award
Infobip jumps to 16th on Fortune Europe's innovation list
TCS tops Everest Group's store services provider ranking
Parloa tops USD $50 million ARR after Series D boost
CFOs can win by deploying AI strategically, Gartner says
Featured News
Dell Technologies makes all the hardware cool again
Renewed AI spending is boosting demand for Dell's secure, certified infrastructure as companies chase faster deployment and lower cloud costs.
Exclusive: Rover's Phil Katz on trust signals in pet care
Rover says data, trust systems and AI tools are reshaping pet care marketplaces as owners seek more personalised services.
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Trust in enterprise AI is being undermined as Denodo research finds most firms still lack live, context-aware data for production use.
Exclusive: Google sees success with niche AI playbooks
Enterprises are under pressure to prove AI returns as Google pushes reusable, sector-specific playbooks into production across 19 industries.
Google sees retail success with agentic commerce push
Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.
Exclusive: How Adobe showcases its innovation engine
Ideas from across Adobe are vetted live at Summit, and some have gone on to become products after further testing and hardening.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks risk wasting AI spending unless they first map how work really flows, as Celonis says process intelligence is becoming phase zero.
Expert Columns
When Agents act on bad data, the damage is automatic
Data value chain seen as next step for enterprises
Why AI projects struggle to move beyond the pilot stage
The next phase of AI in marketing is not just more automation
Data matching explained: The key to clean, connected data
From AI Adoption to AI Advantage
Data enrichment: Turning raw data into real intelligence
The 70% problem: Why checkout is still where eCommerce goes to die
How accurate address data powers identity verification
Turning security into a story: How managed service providers use reporting to drive retention and revenue
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
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.
Zoom adds AI tools to Virtual Agent for customer service
Customer service teams can now build and monitor AI agents more easily, with Zoom adding testing, quality controls and outcome-based pricing.
PPDS launches thinnest Philips digital signage range
Retailers and venue operators get slimmer 4K screens that are 60% thinner than Philips' 4050Q, with availability due in late 2026.
Kentico adds AI award in Site of the Year 2026 reset
Digital experience projects using agentic AI will now compete for recognition as Kentico reshapes its Site of the Year awards into six sectors.
Fullstory launches AI tools to analyse user activity
The launch aims to let firms spot user and employee problems faster, cutting manual analysis and speeding fixes for faults and bottlenecks.
CBI launches Request to Pay for corporate users
Businesses can now send structured payment requests through banks in Italy and across Europe, cutting manual steps and speeding settlement.
Chargebacks911 warns fintech boom is fuelling dispute chaos
Merchants face harder-to-trace disputes as AI and agentic commerce complicate payment trails, Chargebacks911 said after new fintech data.
Zendesk contact centre voice passes 100 contact centers customers
High call volumes and stalled omnichannel upgrades are driving firms to Zendesk's AI voice tools, which secured 100 sales opportunities in a year.
Earnix launches AI orchestration system for insurers
Insurers testing AI in narrow pilots may now need traceable, governed tools as Earnix pushes its new orchestration layer into daily workflows.
Konecta launches Kolibri AI platform for customer ops
The new system is meant to help firms move AI from pilot projects into live customer operations, with audit trails and human oversight built in.
TCS signs multi-year IT transformation deal with Elopak
The packaging group aims to improve efficiency and user experience as TCS takes control of its global IT operations under a multi-year deal.
Adobe launches tool to track brand visibility in AI
Brands risk being overlooked in AI-led search as Adobe adds a tool that shows where they are mentioned and how rivals fare.
Enterprises spend USD $2.5 million on logging tools
AI workloads are pushing log volumes up 93%, yet most large companies still leave 86% of data unanalyzed to keep costs down.
Visa launches Click to Pay for Revolut cardholders
Millions of UK and European shoppers can now skip manual card entry online, as Revolut rolls out Visa's Click to Pay at checkout.
OpenAI launches partner network with USD $150 million
Businesses struggling to embed AI in day-to-day operations will get help from a new OpenAI partner network backed by USD $150 million.
Cegid launches retail one for speciality store chains
Retail staff could spend less time juggling logins as Cegid brings sales, stock and customer tools into one interface.