Stay Informed on Corporate Sustainability

Author: CMS Wire

Freshworks, a US-based customer experience software provider, has integrated AI tools into its Freshdesk platform. The update unifies multi-channel interactions, introduces industry-specific AI agents, and delivers real-time analytics to streamline CX operations.

Author: Ireland Live

Dublin-based Arden Energy has developed an intelligent data management system to automate billing, reporting, and provide a real-time customer portal. The project enhances customer experience and internal operational efficiency.

Author: BBC

Ryanair, the Irish low-cost airline, is eliminating printed boarding passes to move fully digital. The change impacts customer experience, streamlines check-in, and reflects operational efficiency initiatives, affecting over 206 million passengers.

Author: Travel and Tour World

Scandic Hotels, a Swedish hotel group, takes over management of 56 Dalata hotels across Ireland and the UK. The move focuses on operational excellence and customer experience, aiming to enhance service and streamline hotel operations.

Author: NewsLetterUK

McKeever Hotel Group unveils its five-year strategy *Beyond Now*, targeting sustainable growth, digital transformation, and expansion into Ireland and Scotland. Plans include £3m reinvestment, improved guest experiences, 4-star accreditations, and stronger ESG commitments ahead of its 40th anniversary.

Author: Jed Nykolle Harme

The customer experience sector is being reshaped by technological innovation, strategic initiatives, and leadership recognition. Organisations are leveraging digital tools and talent to enhance engagement, streamline operations, and deliver measurable impact. Job creation and technology investment are driving growth. Proofpoint to create 100 AI and cybersecurity roles through its new Cork hub highlights the critical role of talent and innovation in supporting secure, advanced customer experience solutions. Integration of CX systems continues to transform service delivery. Nomura Research Institute launches CXynapse Hub demonstrates how unified platforms can streamline processes, improve insights, and enhance customer journeys across complex networks. Recognising the sector’s shapers this year, Rachael Corcoran joins judging panel for the Irish CX Impact Awards 2025 that will happen on 4th of December at Royal Marine Hotel, Dún Laoghaire. Her expertise will exemplify the importance of strategic vision and experience in shaping industry standards and highlighting best practices. These developments illustrate a sector where technology, strategy, and leadership converge to define the future of customer experience. Explore the full stories and stay informed on the innovations driving CX excellence in this newsletter.

Author: Jed Nykolle Harme

Director and Digital Engagement Lead at EPAM Systems Ireland Rachael Corcoran is announced as one the judges for the Irish CX Impact Awards 2025, bringing over 20 years of expertise in digital strategy, customer experience, and business transformation.

Author: Business Wire

SearchStax unveils multi-site search management for its AI-powered Site Search, enabling centralized governance, contextual relevance, analytics, and operational efficiency across large digital ecosystems.

Author: IT Business Daily

Nomura Research Institute has launched CXynapse Hub, a platform designed to help companies unify and optimise customer experience (CX) across multiple touchpoints.

Author: Fashion United

Hunkemöller’s Berlin Alexanderplatz store, managed by Janett Nowak, showcases the brand’s new European store design, combining warmth, elegance, and customer-focused experiences.