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
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.
Analyst Insights
Research and market analysis connected to Customer Experience
CFOs can win by deploying AI strategically, Gartner says
Proximus Global rises to Gartner CPaaS leaders group
8x8 sees surging AI demand as usage revenue jumps 70%
Infobip named Gartner CPaaS leader in 2026 ranking
Responsive links ChatGPT & Copilot to approved content
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.
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
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
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
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
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.
Gainsight launches agentic stack for customer retention
The update lets post-sales teams build and share AI workflows in Gainsight, as boards push harder for measurable gains in retention and expansion.
EU digital withdrawal rule adds pressure on returns
Retailers selling into the bloc face higher costs and slower refunds as EU rules require a visible digital cancellation option in checkout flows.
Shoppers want pricing, not personalisation in apps
Exclusive pricing and discounts matter more than personalisation for most shoppers, as too many app alerts and poor rewards drive them away.
Gainsight launches AI-native renewal service for clients
Enterprise software vendors may soon be judged on retention, as Gainsight takes on renewal work directly for customers.
McKinsey flags widening B2B gap as AI lifts leaders
Roughly one in three B2B suppliers still lack online purchasing, even as buyers and rivals increasingly shift spending and research online.
CoverMe launches PT platform for instant gym bookings
Gym operators could lift retention and revenue as the new service aims to turn first-time PT bookings into an instant in-app sale.
Travelport, Cognizant & Anthropic team up on AI bookings
The tie-up aims to cut manual booking work and speed travel software delivery as AI chat tools reshape how trips are planned and sold.
Targa Telematics launches AI vehicle delivery monitoring
Leasing firms could cut delays and insurance risks as new software spots delivery errors and missing paperwork before contracts begin.
Talkdesk launches proactive AI agents for retail, finance
Retailers and lenders could recover lost sales and automate compliance-heavy outreach as Talkdesk expands AI beyond inbound service tasks.
Zendesk pledges USD $100 million to boost startup scheme
The two-year pledge is aimed at easing early software costs for founders and tightening Zendesk's grip on startup buying decisions.
GoTo launches unified AI customer experience platform
Small businesses could cut support complexity as the new system links calls, chat and AI tools in one place, helping staff manage customers faster.
AWS launches agentic shopping assistant for retailers
Retailers could deploy branded AI shopping assistants in about 60 days, as AWS opens Amazon-tested technology to external merchants.
Hyland launches global partner network for AI growth
The overhaul is meant to give partners clearer rules, more transparency and bigger rewards as customers move from AI pilots to scaled deployments.
Gainsight launches Developer Studio & Skilljar tie-up
Customer support teams could gain more control as the new toolkit cuts developer queues and ties training into community hubs.
G+D expands card issuance tools to lift activation
Issuers could cut card returns and speed first use as address checks, smart packaging and kiosk collection target pre-activation failures.
Informatica adds headless data tools to AWS AI services
The integration could reduce errors and compliance risks as enterprises let AI agents use cleaner, governed data without custom links.
Smartcomply joins Mastercard Engage with fraud tool
Financial institutions using Mastercard can now tap an AI fraud system built in Africa as digital payments face rising scam and compliance risks.
TBC Georgia launches crypto trading in banking app
Retail customers in Georgia can now buy and sell 30 cryptocurrencies inside TBC's banking app, as monthly active users on its brokerage platform rise 42%.