Stay Informed on Corporate Sustainability

Author: Jed Nykolle Harme

The customer experience sector is entering a phase of dynamic evolution, shaped by leadership excellence, digital innovation, and strategic partnerships. This edition captures that momentum, illustrating how organisations are enhancing engagement, improving service delivery, and leveraging technology to deliver measurable impact. ‘Niamh Curtin joins judging panel for Irish CX Impact Awards 2025’ on 4th December at the Royal Marine Hotel, Dún Laoghaire. With over 25 years’ experience in operations, strategy, and business transformation, she helps recognise organisations setting new benchmarks in customer experience. Meanwhile, ‘dnata expands inflight retail partnership with Aer Lingus’ demonstrates how strategic collaboration is advancing customer touchpoints and cultivating loyalty across travel services. Additionally, ‘Lowe’s AI boosts online conversions and customer satisfaction’ reveals how technology-driven insights are transforming customer journeys, enhancing engagement, and generating measurable business outcomes. These developments confirm a sector progressing through leadership, innovation, and strategic execution. Readers are invited to explore these stories further, gaining insight into the forces shaping the future of customer experience.

Author: Jed Nykolle Harme

Niamh Curtin, Head of Customer Support at Laya Healthcare, joins the Irish CX Impact Awards 2025 judging panel, bringing over 25 years of expertise in operations, business transformation, and customer experience excellence.

Author: CMSWIRE

Sprinklr and SAMY expand their global strategic partnership, combining AI-powered customer experience management with social-first marketing expertise to help brands integrate insights, optimise customer journeys, and drive measurable engagement and business outcomes.

Author: CX Dive

Lowe’s AI virtual assistants, Mylow and Mylow Companion, have doubled online conversion rates, improved in-store satisfaction, and boosted sales, while loyalty programs and associate training enhance customer experience and drive pro and DIY engagement.

Author: Liberty Global

Liberty Global Ventures has made a strategic investment in ElevenLabs, the leading voice AI company, supporting its growth in ultra-realistic speech generation, dubbing, and conversational AI, expanding its global reach across industries and digital platforms.

Author: Galway Beo

Sky Ireland will refund thousands of broadband and bundled TV customers after discovering overcharges of around €50 per affected account, correcting billing errors from unnotified price increases dating back over a year.

Author: dnata

dnata Catering & Retail launches Aer Lingus’ new five-year inflight retail programme, managing sourcing, technology, and onboard sales. Featuring Irish and international brands, the initiative enhances passenger choice, data-driven operations, and a festive seasonal menu.

Author: Archie Villaflores

The CX landscape is being reshaped as organisations refine how they engage with customers, manage operations, and deploy technology. Shane Lynn Joins Judging Panel for Irish CX Impact Awards 2025 highlights the growing recognition of excellence in customer experience, underlining the importance of independent assessment and benchmarking in driving sector standards. In parallel, Scandic Hotels expands operations to Dalata hotels to boost customer experience illustrates how operational expansion can create more consistent, customer-focused environments, translating strategic intent into tangible service improvements. Freshworks integrates AI tools to streamline customer experience operations demonstrates the accelerating role of technology in reducing complexity and enabling teams to prioritise high-value interactions. These stories reflect a broader trend of service recalibration: the integration of people, processes, and technology to achieve measurable CX outcomes. The edition captures how thoughtful leadership, targeted operational decisions, and intelligent automation converge to define next-generation customer service strategies. Explore each article for insights into actionable approaches that can influence planning, investment, and execution in organisations.

Author: Archie Villaflores

Shane Lynn, CEO of EdgeTier, joins the Irish CX Impact Awards 2025 judging panel, bringing over 20 years of AI, data science, and customer experience expertise to recognise CX excellence across Ireland.

Author: Morningstar

Newell Brands, a US-based global consumer goods company, has opened a 12,000-square-foot Customer Experience Center in Hoboken, New Jersey. The CEC allows retail partners to engage directly with products, innovation, and shopper insights.