Stay Informed on Corporate Sustainability

Author: Jed Nykolle Harme

Recognised for its dynamic and evidence-backed approach to customer-led strategy last year, ptsb was named winner of Best Use of Customer Feedback and Insights to Improve CX at the Irish CX Impact Awards 2025, celebrated for embedding customer-centricity across every level of the organisation. Their CX Strategy Programme now sets a compelling benchmark for feedback-driven transformation as Ireland's customer experience community looks ahead to the 2026 awards cycle.

Author: Archie Villaflores

Irish banks AIB, Bank of Ireland, and PTSB have launched Zippay, an in-app instant payment service for five million customers. The mobile-based platform enhances customer experience through seamless person-to-person transactions without additional charges or separate applications.

Author: Archie Villaflores

Irish construction technology provider DFM Systems has rebranded as Zutec following December 2024 acquisition, strengthening commitment to the Irish market. The consolidation enhances CX through unified digital solutions across building lifecycle management and asset operations.

Author: Archie Villaflores

Irish financial services provider Zurich has announced plans to acquire RedClick from Italian insurer Generali for €337 million. The transaction strengthens customer experience capabilities through enhanced market position and expanded service delivery across non-life insurance operations.

Author: Archie Villaflores

Canadian AI customer experience company Ada has reported over 100% year-over-year revenue growth driven by enterprise adoption of agentic customer service. The Canada-based firm deployed over 550 enterprise AI agents globally, handling 6.4 billion interactions.

Author: Archie Villaflores

US payment processor Shift4 Payments has partnered with Elon Musk's AI firm xAI to enhance customer experience through improved data leverage and reduced cart abandonment. The US-based company deploys AI assistants across key products for faster inquiry resolution.

Author: Archie Villaflores

US customer service platform Zendesk has acquired agentic customer service startup Forethought to enhance AI automation capabilities. The acquisition accelerates product roadmap by over one year, integrating specialised agents and autonomous capabilities into existing platforms.

Author: Archie Villaflores

In a throwback to last year's Irish CX Impact Awards, ESB Networks claimed the Best Customer Loyalty & Reward Programme award for its innovative "Is This a Good Time?" initiative, which blended behavioural science, gamification, and cutting-edge technology to drive meaningful customer engagement. The purpose-driven programme demonstrated strong evidence of behavioural change while aligning directly with Ireland's Net Zero goals, earning high praise from the judging panel. As the 2026 awards approaches, the win positioned ESB Networks as a benchmark for loyalty initiatives that deliver impact beyond the customer relationship and into the wider community.

Author: Archie Villaflores

Medallia's 2026 State of Customer Experience Report exposes a damaging divergence between brand confidence and consumer reality. Irish CX leaders must close this gap by broadening data signals, enforcing cross-functional accountability, and deploying AI responsibly.

Author: Archie Villaflores

Belfast-based AI firm Adoreboard has unveiled Customer Revenue Impact technology connecting customer feedback to revenue outcomes. The Northern Ireland company's innovation analyzes feedback 923 times faster than manual analysis, enhancing CX decision-making.