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Currys deploys NICE CXone across six million annual interactions to resolve omnichannel CX complexity
Currys has unified its customer service on NICE CXone, delivering a six-point NPS improvement and a contact-to-order ratio of 0.18. That ratio confirms friction is being resolved before it escalates, not just handled more efficiently after.
Bluecrest deploys NICE CXone to convert every health screening call from a blind spot into a commercial and coaching asset
Bluecrest Health Screening has moved from manual call sampling to AI transcription of every customer interaction. Key product conversations rising from 10% to 70% of calls and 2,200 additional subscriptions confirm that full-coverage CX analytics generates commercial returns, not just operational ones.
Culligan Ireland invests to close the technician and delivery gap as managed water services outpaces fleet capacity
Culligan Ireland has announced 102 new jobs by 2029. A subscription water service lives or dies on route reliability and technician response, and a 55% workforce increase since 2023 driven by organic demand means the CX infrastructure must now catch up with customer growth.
Calor Northern Ireland appoints SHV transformation executive as CEO to modernise off-grid customer experience
Calor Gas Northern Ireland has appointed Sytze Nijman as CEO with an explicit brief on digital innovation and customer experience. For an off-grid energy distributor serving 70% of Northern Ireland households without mains gas, the customer experience gap between LPG and modern utility services is the strategic problem Nijman inherits.
Irish CX Impact Awards 2026 entries closing soon
Entries for the Irish CX Impact Awards 2026 are closing on 14 August, with Ireland's customer experience community invited to submit across 27 categories spanning customer service, digital experience, customer loyalty, and service excellence. Winners will be announced at the awards gala on 4 November 2026 at the Crowne Plaza Hotel, Santry, where outstanding achievement in customer experience will be celebrated before hundreds of senior executives.
The B2B Discovery Revolution: Why Irish Organisations Must Design Customer Journeys for the Age of AI-Driven Search
Adobe's State of B2B Customer Experience in an AI-Driven World 2026 report finds buyers engaging 14 touchpoints before deciding and LLM-based search projected to grow 1,100 per cent. Irish B2B organisations that design connected journeys and AI-ready content will lead the next generation of buyer discovery.
WH Ireland taps MorganAsh to strengthen vulnerability support and Consumer Duty compliance
WH Ireland has implemented the MorganAsh Resilience System to automate Consumer Duty compliance across its client book. The FCA now requires auditable, firm-wide evidence of vulnerability assessment, not just case-by-case adviser judgement, and sub-£1 billion AUM firms can no longer treat that as a resource they lack.
Porsche Centre South Lakes adopts Mad Devs Connect as premium automotive retail closes its omnichannel CX gap
Porsche Centre South Lakes has deployed Mad Devs’ Connect platform to bring lead management, customer communications, compliance and reporting into one digital system. The move improves visibility across the customer journey while reducing administration for dealership teams.
ArrowXL cuts fleet mileage by 13% with Descartes as on-time delivery becomes the frontline of customer experience in home delivery
ArrowXL by JP Home has cut fleet mileage by around 13% after deploying Descartes’ AI-powered route planning solution, while improving delivery reliability. The results show how smarter routing can reduce operational costs while helping deliver a more consistent customer experience.
Rasbot launches humanoid robots in Ireland as RaaS removes the capital barrier to experiential CX deployment
A €160,000 humanoid robot available on a rental model changes what experiential customer engagement looks like at Irish corporate events, retail activations and brand showcases, without requiring capital commitment from the operator.
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