Looking back on 2024's impactful achievements, Allied Irish Banks (AIB) has been named CX Team of the Year at the Irish CX Impact Awards 2024, a recognition for the organisation’s exceptional commitment to elevating customer experience through collaboration, agility, and innovation.

The judging panel praised AIB’s collaborative and customer-first approach, which has significantly enhanced satisfaction across multiple service channels while driving strong commercial and cultural outcomes. 

Judges highlighted the bank’s “outside-in” perspective, putting customer insight at the centre of strategic decisions, as key to fostering deeper, more authentic connections with clients.

The introduction of AIB’s First Customer Charter, launched in response to evolving customer expectations, was particularly commended as a bold and transparent move that reinforced trust and accountability. The panel also noted the team’s adaptability and cohesion under pressure, describing their performance as a model of resilience and innovation.

“This initiative set a new benchmark for customer-centric strategies, and the results speak for themselves. The team’s emphasis on collaboration and continuous improvement demonstrates what effective CX leadership looks like in practice,” the judges said. 

With 2024 leaving a mark on Ireland’s customer experience landscape, anticipation now turns to the Irish CX Impact Awards 2025 Gala, which will be held on 4 December 2025 at the Royal Marine Hotel, Dún Laoghaire, the event will once again spotlight the people and organisations redefining excellence in customer experience.

Who will take home the coveted CX Leader of the Year 2025 title? Explore the full shortlist and stay informed on all event updates by subscribing to our newsletter today.