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.