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The Delivery Experience Dividend: Why Irish E-commerce Organisations Must Own the Post-Purchase Journey, Not Just the Purchase
Sendcloud's E-commerce Delivery Compass 2026, surveying 8,000 European shoppers, finds 48 per cent abandoned a cart due to delivery issues and 29 per cent stopped ordering after a single bad experience. Irish e-commerce organisations that treat the post-purchase journey as a customer experience investment will build the loyalty that delivery transparency consistently rewards.
Revolut pilots facial recognition checkout in London cafes
UK fintech Revolut has piloted Pay with Smile, a facial recognition checkout system, at London cafes this week. The feature lets customers complete purchases with a face identity check instead of a card or phone.
Adobe and Jet2 partner to personalise holiday experiences
US software giant Adobe has formed a multi-year partnership with UK tour operator Jet2 to deliver personalised, AI-driven customer experiences. The deal will tailor offers and holiday recommendations for Jet2's 10 million myJet2 customers.
Kainos spins off Actonomy as new AI product business
Belfast-based technology group Kainos has launched Actonomy, a new AI product business built on a decade of enterprise AI deployment experience. Actonomy aims to help organisations move AI pilots into production quickly, safely and at scale.
Wellington IT appoints Mairead Coulter as customer engagement head
Wellington IT has appointed Mairead Coulter as head of customer engagement, joining after 28 years at Ulster Bank. The Belfast-based firm provides core banking technology to credit unions across Northern Ireland and the Republic of Ireland.
eir business helps SMEs build customer trust online
eir business has partnered with .IE to help Irish SMEs strengthen customer trust in their website, email and domain. The Digital Trust Mark gives customers a visible sign that a business's online presence has been independently assessed.
Beyond the CX Function: Why Irish Organisations Must Adopt the Total Experience Operating Model
KPMG's Global Customer Experience Excellence 2025-2026 report finds integrity is the single strongest predictor of customer advocacy and introduces Total Experience as the new operating standard. Irish organisations that unify customer, employee, and partner interactions around shared design principles will outperform those managing them as separate functions.
Tim Farmer joins judging panel for Irish CX Impact Awards 2026
Tim Farmer, Founder of iSquared, joins the judging panel for the Irish CX Impact Awards 2026, bringing more than 30 years of experience across customer experience, analytics, strategy and business transformation. His expertise in customer insight, advanced analytics and practical AI will bring valuable commercial and strategic perspective to the evaluation of entries across Ireland’s customer experience sector.
Aberdeen Adviser names senior leaders across four key roles
UK adviser platform Aberdeen Adviser has appointed four senior leaders, including a new chief client experience officer and chief distribution officer. The changes support the business's next phase of growth in pricing, platform delivery and client experience.
NatWest appoints Harsh Agarwal to lead customer experience team
UK bank NatWest has appointed Harsh Agarwal as managing director of customer experience and engagement, joining from Ikea. Agarwal will lead digital experience, segment strategy and proposition work across NatWest's retail banking mobile app and services.
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