BoyleSports Customer Operations won CX Team of the Year – Large at the Irish CX Impact Awards 2025 last year, celebrated for its exceptional transformation of the customer experience through operational innovation, team alignment, and technology-led improvements.

The team implemented a ‘one team’ model, onshoring all voice contacts to Dundalk and leveraging automation and self-service initiatives to streamline operations. These strategic changes lifted overall CSAT from 60% to 75%, increased Voice CSAT by 20 points, achieved 50% contact deflection, and significantly reduced retail, withdrawal, and promotional queries. The initiative demonstrates how integrated team design, technology, and customer insight can drive measurable business and customer outcomes.

“This entrant showcased a truly transformative CX journey. The combination of the ‘one team’ model, onshoring success, and automation-led improvements highlights how collaboration, planning, and innovation deliver tangible customer impact,” the panel said. 

The judges also noted the team’s strong culture and engaging presentation, reinforcing the strategic value of people-focused transformation.

BoyleSports’ recognition reflects the evolving standards within the Irish CX Impact Awards, where winners increasingly combine strategic vision, technology, and measurable outcomes to deliver outstanding customer experience. The company’s achievement illustrates how operational rigour can create sustained improvements in customer satisfaction and business performance.

With the momentum of 2025’s winners, attention now turns to 2026, as Ireland’s CX leaders aim to raise the bar in service delivery, innovation, and measurable customer outcomes. Who will set the next benchmark for CX excellence this year?

The Irish CX Impact Awards convene the country’s leading customer experience professionals, providing a platform to celebrate innovation, share best practices, and recognise teams delivering exceptional impact.

Visit the official awards website to explore this year’s winners, review award categories, and subscribe to the newsletter for updates and insights into Ireland’s customer experience sector.