The Ultimate Guide to Customer Experience
A curated Irish edition of IndustrialDay 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
The golden quarter loyalty opportunity: Why rewards matter more when consumers spend more carefully
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
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Europe lags in AI adoption as customer service gains
European customer service teams trail global AI uptake, but those already using it say it is helping them handle more enquiries with existing staff.
Midnite taps BR-DGE to expand payments infrastructure
The move should let customers use more payment options as the betting operator expands beyond the UK and Ireland.
Exabeam channel-first push lifts partner-led pipeline
Partner-led sales now account for Exabeam's highest-volume pipeline source, as new-logo business surged 138% above plan in the first half.
Datadog launches tools to monitor & test user journeys
The new tools aim to help teams spot when customers fail to complete checkout, sign-in or onboarding, despite healthy system metrics.
Qualtrics launches Healthcare XM with Press Ganey data
Healthcare systems will be able to use patient and workforce data to predict risks and trigger action as Qualtrics rolls out the product in 2027.
UiPath names 2026 partner awards winners across sectors
UiPath's partner network spans 30 countries and 250 use cases, signalling growing demand for automation projects across industries.
Retailers boost video & AI as visual commerce grows
Retailers are using AI to handle booming video, social commerce and user-generated content as operational strains mount across channels.
Al-Futtaim picks Juspay for 50-brand payments rollout
Customers across 50 brands in 12 markets will get a single checkout layer, as Al-Futtaim seeks fewer failed payments and easier reporting.
Manhattan launches tiered Editions for growing firms
Growing firms will be able to add supply chain functions without reimplementation, as Manhattan's tiered software model targets easier scaling.
FintechOS raises USD $28 million to fuel US expansion
Its US business is expanding rapidly, with recurring revenue up 40% and growth in the market hitting 130% in the first half.
Ayla launches Dealer Hub for connected device networks
Manufacturers can now monitor dealer-installed devices across sites, aiming to cut service delays and spot faults before customers complain.
Bir says digital banking now reaches 5 million users
Serving more than half of Azerbaijan's population, the group is using physical terminals and app services to ease customers towards digital payments.
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.
Candescent expands Google Cloud AI tie-up for banks
The expanded deal should help more than 1,300 banks and credit unions move AI from pilot projects into day-to-day banking systems.
FIS posts record core banking wins at smaller banks
Smaller lenders are accelerating technology overhauls to curb fraud and improve digital services, driving FIS to a record first-half tally of core wins.
Catapult uses AI agents to speed up support worldwide
Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.
