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
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.
Analyst Insights
Research and market analysis connected to Customer Experience
Sapiens named in Everest Group's top 50 insurance lists
Cognizant launches Secure AI Services for enterprises
Digitate named a Leader in IDC's AIOps 2026 review
Temenos named Forrester leader in digital banking tech
Amplitude launches AI Assistant for in-product support
Featured News
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.
Exclusive: G+D's Sofiane Chouane on the future of European fintech
European fintech is maturing as G+D's Sofiane Chouane charts a future shaped by stricter regulation, AI, and bank-startup partnerships.
Confluent says data streaming will enable faster, better decisions
Confluent says organisations must shift to governed data streaming, with AI agents making millisecond decisions at scale.
Elastic says AI search & context now decide customer loyalty
Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.
Grafana: Turning data chaos into developer efficiency and CFO savings
Grafana leans on AI-powered observability and Adaptive Telemetry to sharpen developer insight while slashing cloud bills by up to 50%.
Expert Columns
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
When identity becomes the payment rail
Telcos reshape music streaming for local audiences
5 eCommerce trends set to define 2026
Pivoting marketing strategy in the face of a recession
Brands are losing the Buy Box and up to 80% of marketplace sales with it
Building digital trust: Data quality provides a scalable path
AI can inspire travel, but it still can't book it. That's about to change
Interviews
Interviews and video coverage from the network
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Exclusive: Google sees success with niche AI playbooks
Google sees retail success with agentic commerce push
Exclusive: How Adobe showcases its innovation engine
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Recent Customer Experience News
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.
Hydroscand to phase out print catalogues with Akeneo
Outdated paper references will be replaced as Hydroscand centralises 30,000 products in Akeneo, speeding searches and reducing downtime risks.
Turkish Airlines renews Cover Genius deal for expansion
Turkish Airlines extends Cover Genius pact to add tailored travel protection in Australia, Latin America, the US and EU across more booking channels.
Temenos launches AI tools for banking & compliance
Banks could speed up digital journeys and compliance checks as Temenos embeds AI agents and copilots into systems used for daily operations.
RingCentral wins Metrigy top provider awards in CCaaS
Customer experience buyers are rewarding platforms that tie service quality to revenue gains, with RingCentral standing out in Metrigy's latest study.
Consumer use of generative AI rises to 73%, survey finds
Worries over accuracy and human skills are tempering the rapid rise in personal use of generative AI, despite wider adoption across five markets.
Glean & Gainsight integrate customer signals into AI
Customer-facing teams can now see health, risk and sentiment signals in one place as the integration goes generally available inside Glean.
RingCentral expands AI receptionist to SMS & WhatsApp
The update could help smaller firms handle more customer enquiries without adding staff, as RingCentral adds SMS, WhatsApp and queue support.
THG Fulfil partners BON CHARGE on UK delivery push
Orders for UK customers should arrive faster after BON CHARGE moved fulfilment to Manchester, with next-day delivery available until 12:30am.
8x8 adds AI tools & live analytics to Platform for CX
Businesses can now deploy AI agents faster and see queue issues live after 8x8 expanded its Platform for CX with new analytics and authentication tools.
AvePoint lifts guidance after strong first quarter
Stronger demand for cloud data tools lifted AvePoint’s first-quarter revenue 26% and prompted the company to raise its full-year ARR outlook.
OpenAI launches three new voice models for developers
Developers could soon build voice apps that handle tasks and translations in real time, as OpenAI adds three new audio models to its API.
ICBA names six firms to ThinkTECH accelerator cohort
Community banks will test tools for fraud, payments and compliance as ICBA brings six firms into its eleventh ThinkTECH accelerator class.
Weverse deploys Google Cloud AI for global fan support
Fans in 245 countries and regions can now get round-the-clock help on tickets and merchandise as Weverse automates support with Google Cloud AI.
StackAdapt opens early ChatGPT ad channel for marketers
Advertisers are being given an early chance to test contextual placements in ChatGPT as brands seek new ways to reach shoppers researching purchases.
Iress partners with Thoughtworks on wealth overhaul
The programme aims to cut complexity for wealth clients as Iress modernises ageing platforms and adds AI to speed delivery and reduce costs.
Amperity launches AI tools for real-time customer action
Brands can now trigger live customer responses as Amperity ties AI assistants to identity-resolved data, abandoned baskets and website personalisation.
Twilio launches tools for human & AI conversations
Businesses can now retain customer context across voice, messaging and AI hand-offs as Twilio broadens its engagement platform.
Adobe completes Semrush deal to boost AI search tools
The acquisition gives marketers new tools to track brand visibility as AI-led discovery reshapes how shoppers find products online.
Amex GBT to go private in USD $6.3B Long Lake deal
Shareholders are set to pocket USD $9.50 a share as the business travel group exits public markets, pending approvals.