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Experience Confidence
The customer experience sector is gaining strategic weight as organisations recognise its role in building loyalty, resilience and long-term value. This edition reflects an editorial focus on insight that helps readers understand how experience-led thinking is becoming embedded across business strategy. Building on last year’s achievements, 'BoyleSports Customer Operations named CX Team of the Year – Large at Irish CX Impact Awards 2025' captured a moment when operational excellence and customer focus were publicly affirmed. That recognition sets a reference point as attention turns towards the 2026 awards and the standards they continue to define. Momentum beyond recognition is evident as 'Kerrs Tyres secures capital to scale customer experience model.' The investment reflects growing confidence in experience as a scalable driver of differentiation and sustainable growth. Technology-led progress is also featured in the sector as 'Talkdesk launches AI-powered commerce orchestration for consumer goods.' Together, these stories frame a sector aligning people, capital and intelligence to deliver customer experiences that are consistent, adaptive and future-ready.
BoyleSports Customer Operations named CX Team of the Year – Large at Irish CX Impact Awards 2025
Looking back to last year’s excellence, BoyleSports Customer Operations was named CX Team of the Year – Large at the Irish CX Impact Awards 2025, setting a benchmark for Ireland’s CX innovators this 2026.
Talkdesk launches AI-powered commerce orchestration for consumer goods
Talkdesk launches AI-powered commerce orchestration and a dedicated Consumer Goods Experience Cloud. The innovation unifies customer, partner, and operational interactions to streamline high-volume sales and service in retail and CPG sectors.
Google Cloud launches enterprise AI to unify commerce and customer experience
A US-based cloud technology provider has launched an enterprise AI platform designed to unify commerce and customer service. The move highlights how agentic AI is reshaping customer experience strategies across retail and food service sectors.
Plume acquires Sweepr to accelerate AI-led customer experience for service providers
Plume acquires Sweepr to strengthen digital customer experience for service providers. The deal highlights how telecom customer experience is shifting towards AI-led, proactive service models.
Image Furnishings expands UK operations to strengthen retailer experience
An Irish wholesale furniture supplier is scaling its UK operations with a customer experience-led service model for retailers. The expansion highlights how speed, reliability and after-sales support are becoming competitive levers in B2B retail supply chains.
Kerrs Tyres secures capital to scale customer experience model
A Northern Ireland automotive services business has secured private equity backing to scale a customer experience-led growth model. The deal highlights how service quality and frontline expertise are becoming differentiators in competitive B2B markets.
Experience Focus
The customer experience sector continues to mature as organisations place greater emphasis on consistency, trust and long-term engagement. This edition brings together perspectives that show how experience is becoming a strategic driver of resilience and differentiation. Rewinding to 2025, 'Marc Giles Named CX Leader at the 2025 Irish CX Impact Awards' underscores the importance of leadership in translating ambition into consistent delivery. That recognition frames expectations for the 2026 awards cycle, where people strategy will continue to sit at the heart of customer experience credibility. In addition, 'Heathrow invests in 1.3b to upgrade passenger experience and operations' highlights the role of sustained investment in shaping expectations at every touchpoint. The commitment signals how experience-led thinking is increasingly embedded in operational strategy across complex environments. Lastly, 'Best4Travel acquires Skytours to expand nationwide customer experience' reflects a period where scale and reach were leveraged to strengthen customer relationships. The development points to a wider sector shift towards integrated journeys that balance growth with service quality. Together, these stories frame a sector where scale, investment and expertise are aligning to shape more meaningful customer outcomes.
Verizon partners with Array to enhance 5G coverage
Verizon partners with Array Digital Infrastructure to expand its 5G network across the United States. The multi-year agreement supports cost efficiency, faster deployment of advanced wireless technologies, and improved customer experience nationwide.
Heathrow invests in 1.3b to upgrade passenger experience and operations
Heathrow Airport plans £1.3 billion investment in 2026 to enhance passenger experience and operational efficiency. Upgrades include Terminal 4 redevelopment, a Terminal 2 baggage system, AI-driven turnaround improvements, and accessibility enhancements across all terminals.
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