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
Responsive links ChatGPT & Copilot to approved content
Infobip study finds CX investment gap in global brands
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
Featured News
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 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
Brands are losing the Buy Box and up to 80% of marketplace sales with it
Building digital trust: Data quality provides a scalable path
Interviews
Interviews and video coverage from the networkRecent 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.
Equipifi raises USD $34 million in Series B funding
The funding will help equipifi expand bank-embedded buy now, pay later services as lenders race to keep instalment spending inside their apps.
AI accessibility tools miss major app barriers, study finds
More than half of assistive technology users have hit inaccessible apps this year, despite widespread AI adoption to fix digital barriers.
3DiVi adds session intelligence to biometric checks
Banks and fintech groups could spot rising rejection rates and hidden attack patterns sooner, with 3DiVi's new layer analysing live biometric sessions.
Boomi & Guru launch AI data partnership for agents
Businesses could get more reliable AI answers as verified knowledge is linked with live enterprise data across Boomi and Guru's platforms.
Bazaarvoice joins Shopify as Certified Technology Partner
Shopify merchants will get more control over reviews, regional content and fraud checks as Bazaarvoice deepens its role in the platform.
Trustpilot study says active reviews boost AI citations
Brands with active Trustpilot pages were far more likely to surface in AI answers, with the highest citation rate reaching 75.3%.
8x8 promotes Chris Angus to Vice President Sales EMEA
The promotion comes as 8x8 tries to grow EMEA sales for its contact centre and customer experience software amid fierce sector competition.
Backbase & Atos team up on AI-led banking modernisation
Banks in tightly regulated markets will get help modernising systems without surrendering data control, compliance or operational resilience.
AWS deepens SAP ties with new AI & migration tools
Customers could move SAP workloads to AWS in days rather than weeks, as new integrations aim to cut migration time and expand AI use.
Quiq launches Voice AI & rebrand for customer service
Businesses can now keep customer conversations seamless as Quiq adds live voice support and a new brand identity for its service platform.
TCS partners with Rezolve Ai on agentic commerce AI
Retailers could soon move AI shopping tools beyond pilots as TCS and Rezolve Ai pair up to deploy agentic commerce at scale.
Agoda launches single checkout for hotels, flights
Travellers can now book hotels, flights and activities in one transaction, as online agencies race to keep customers on a single platform.
SugarAI rebrands CRM around precision selling with AI
Sales teams could get earlier warnings on churn and reorder risk as SugarAI ties CRM to ERP data and AI-guided next steps.
SAP launches Business AI Platform & Autonomous Suite
The move could speed finance closes and ERP migrations for customers as SAP ties more than 50 assistants to business data and controls.
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.
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.
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.
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.