Jenny McCoy, Head of Customer Experience at the Irish Management Institute (IMI), has been appointed to the judging panel for the Irish CX Impact Awards 2026, bringing over 20 years of experience in customer experience design, service delivery, and executive coaching to the evaluation process.

McCoy's career has been defined by a sustained focus on quality and continuous improvement as the foundation of customer experience excellence.

At IMI, an institution with an international reputation as a premium provider of executive education, she led the organisation's customer experience strategy, gaining direct insight into the complexity of client goals, the challenges organisations face in delivering value, and the service model innovations required to meet evolving expectations.

That exposure to a demanding, high-standard environment shaped an approach to CX that integrates process rigour with a genuine understanding of what clients need.

Her leadership of customer-facing and service delivery teams across her career has given her a practitioner's grasp of the integrated nature of customer experience, particularly how operational decisions, employee engagement, and organisational culture combine to determine what customers actually receive.

Moreover, her background as an Executive Coach adds a further dimension, informing her understanding of the human factors that underpin both service excellence and its absence.

The Irish CX Impact Awards 2026 spans 27 categories covering the full breadth of the discipline, from CX Champion and Best Use of AI in Customer Experience to sector-specific awards in financial services, retail, utilities, and healthcare, as well as people-focused categories including CX Manager of the Year and CX Rising Star of the Year.

The awards gala will take place on 4 November 2026 at the Crowne Plaza Hotel, Santry. Entries remain open until 24 July 2026.

Visit the official Irish CX Impact Awards website to explore past winners, review category details, and submit your entry.