Exciting Highlights from the 2024 Irish CX Impact Awards

The 2024 Irish CX Impact Awards, hosted at the Crowne Plaza Santry, showcased the very best in customer experience (CX) innovation across a range of sectors, from aviation to legal services. Organised by Business River and supported by several sponsors including Workair, Abtran, and CXPA Ireland, the sixth annual ceremony marked an inspiring celebration of businesses pushing boundaries to deliver exceptional customer journeys.

A Night to Remember

The event, hosted by Colm O’Regan, saw an impressive 55 entries from 40 companies across 15 award categories, and brought together over 180 CX professionals, demonstrating the industry's commitment to advancing customer experience excellence in Ireland. Over the past six years, these awards have become a nationally recognised benchmark, setting standards and inspiring businesses to innovate their customer strategies.

Mason Hayes & Curran Crowned CX Champion 2024

The spotlight of the evening belonged to Mason Hayes & Curran, named CX Champion 2024. The law firm was honoured for its visionary talent acquisition strategy, which aligns its internship programme to mirror the diversity of its client base. Judges praised the firm's approach, calling it a “new standard for CX excellence”. A spokesperson from Mason Hayes & Curran explained, “We recognised that increasing the diversity of our internship candidates was vital to sustaining our business success and aligning with our firm’s commitment to representation and social justice.”

Celebrating Leadership and Innovation

The awards not only recognised businesses but also the individuals driving CX transformation. Laura O’Toole, Customer Experience Controller at Sky, received the prestigious CX Leader of the Year Award, reflecting her pivotal role in driving impactful innovations for customers. Additionally, Amy Collins of Bus Éireann was awarded Rising Star of the Year, highlighting her expertise, enthusiasm, and dedication to delivering outstanding customer service daily.

Innovation in technology and loyalty programmes also stood out at the event, with Aer Lingus winning for its AerClub loyalty programme, while TestReach was recognised for its impact in delivering high- tech CX solutions for online exam candidates. These successes underscore the critical role of CX in fostering meaningful customer relationships and driving sustainable business growth.

Why CX Matters More Than Ever

Stephen Mackarel, Managing Director at Workair, emphasised the evolving role of CX as he described it as "the fulcrum of profitability" for modern businesses. With more than 80% of customers willing to pay a premium for better service, businesses can no longer afford to treat CX as an afterthought. He further pointed out that while technology plays a pivotal role in enhancing CX strategies, it remains complementary to the human empathy and skills essential for impactful engagement.

Acknowledging Excellence Across Sectors

The diversity of industries represented at the awards highlights how CX innovation is shaping various fields. From Resilience Healthcare improving CX in disability services to ESB Networks leveraging smart technologies for digital CX innovation, the night showcased the critical importance of consistently meeting and exceeding customer expectations in every sector.

Looking to the Future

This year’s awards continued to set the bar higher for Irish businesses, with awards co-ordinator Agnieszka Jozwiak applauding the industry’s progress. She commented, “The CX Impact Awards have significantly heightened business awareness over the last six years, encouraging organisations to prioritise customer satisfaction and loyalty. Witnessing these innovative strategies firsthand reminds us of the importance of staying ahead of evolving customer expectations.”

If you're a CX professional looking to sharpen your skills, network with like-minded experts, or gain unique insights into customer-focused innovation, these awards spark inspiration and provide a roadmap for excellence.

Get Inspired

Are you determined to take your organisation's CX to the next level? Explore the full Irish Times coverage of the 2024 CX Impact Awards for deeper insights into the cutting-edge strategies that are reshaping customer experiences in Ireland and beyond.

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