TestReach was named the Best Customer-Centric Culture award at the Irish CX Impact Awards 2025 last year, celebrated for its transformative use of AI to enhance customer experience across Vodafone’s service operations.

Since 2024, TestReach has implemented TOBi, the AI-powered voice and chat assistant, alongside GenAI tools supporting agents, dramatically improving response times, resolution rates, and customer satisfaction metrics. By embedding AI into daily customer interactions, the company ensured that technology and human collaboration were fully aligned to deliver seamless, efficient, and personalised service.

Judges highlighted the initiative’s impact and strategic execution: “TestReach impressed the panel with its groundbreaking use of AI to transform customer experience. TOBi, supported by GenAI, not only streamlines service processes but also empowers agents to deliver faster, more accurate responses. The measurable improvements and positive feedback from customers set a new benchmark in service excellence,” the judging panel said.

TestReach’s recognition reflects the evolving standards of the Irish CX Impact Awards, where winners are distinguished by their ability to combine strategic vision, innovative technology, and practical execution to deliver measurable results for both customers and teams. The achievement illustrates how AI-enabled tools, when integrated into a strong customer-centric culture, can elevate service delivery and organisational performance.

Riding the success of last year’s winners, attention now turns to the 2026 awards cycle. Who will lead next in embedding innovative, customer-focused strategies, driving measurable outcomes, and setting the benchmark for CX excellence in Ireland?

The Irish CX Impact Awards continue to showcase organisations advancing customer experience, celebrating initiatives that deliver meaningful impact and inspire best practice across the sector.

Visit the official awards website to explore past winners, review category details, and subscribe for updates and insights into Ireland’s customer experience landscape.