Stay Informed on Corporate Sustainability

Author: Archie Villaflores

Irish fundraising and ticketing platform Eventmaster has acquired digital fundraising provider iDonate, creating an integrated CX solution for charities and event organisers. The merger combines event management capabilities with fundraising expertise, supported by BGF growth capital.

Author: Archie Villaflores

Customer experience continues to evolve as organisations integrate technology, strategy, and human insight to deliver measurable outcomes. Improving responsiveness, streamlining service delivery, and aligning operations with client needs are central to maintaining trust and driving performance. In reflection on last year’s landmark success, ‘TestReach named Best Customer-Centric Culture at Irish CX Impact Awards 2025’ celebrates how AI-driven tools transformed service operations and strengthened customer-centric culture. The recognition set a clear benchmark for embedding client-focused practices across the sector as the 2026 awards cycle approaches. Moreover, ‘HKC appoints security manager to drive customer experience’ illustrates the value of leadership roles dedicated to enhancing client interactions, ensuring operational consistency and responsiveness across touchpoints. This role reinforces accountability and fosters a culture centred on client needs. Meanwhile, ‘Aplazo improves customer experience with AI-powered service’ highlights how AI integration can optimise workflows, improve resolution rates, and create seamless, personalised engagement. The AI tools also enable staff to focus on more complex customer inquiries efficiently. Collectively, these stories emphasise the importance of combining strategic leadership with technological innovation to enhance client outcomes. Organisations that adopt this approach are best positioned to set new benchmarks for service excellence in 2026.

Author: Archie Villaflores

Meralco has renewed its Salesforce enterprise licence to advance customer experience through digital transformation. The partnership introduces AI-driven tools and expands self-service channels, improving efficiency, responsiveness, and overall service satisfaction.

Author: Archie Villaflores

Mexican BNPL platform APLAZO has integrated Kustomer’s AI solutions to enhance customer experience, increasing satisfaction by 40%. The move demonstrates how AI-driven service platforms can improve efficiency, human interaction, and scale for financial services companies globally.

Author: Archie Villaflores

Translink has surpassed 2 million contactless payment accounts, streamlining boarding and enhancing passenger experience. Real-time convenience and operational efficiency demonstrate the growing impact of digital ticketing on urban transport networks.

Author: Archie Villaflores

Fexco, an Irish financial technology provider, has introduced the Croke Park Stadium Assistant, an AI tool enhancing fan navigation and engagement. Real-time insights optimise visitor experience and operational efficiency across stadium events for both customers and staff.

Author: Archie Villaflores

HKC strengthens its commitment to customer experience with a new Security and Risk Manager. The appointment highlights strategic focus on service excellence, recurring revenue management, and CX innovation.

Author: Archie Villaflores

Recognised for pioneering CX innovation last year, TestReach was named Best Customer-Centric Culture at the Irish CX Impact Awards 2025, celebrated for embedding AI-driven customer service excellence as a benchmark for customer experience leadership this 2026.

Author: Archie Villaflores

Customer experience is increasingly shaping the strategic direction of organisations across sectors. Effective CX integrates leadership, design, and technology to deliver measurable outcomes that drive engagement, loyalty, and operational efficiency. In review of a notable milestone from last year, ‘Flogas Ireland’s Kerry McGrath named CX Rising Star at Irish CX Impact Awards 2025’ highlights how structured leadership and innovative processes can embed customer experience principles at scale. That achievement now sets a benchmark as the 2026 awards approach, where emerging leaders will be challenged to demonstrate equally transformative impact. Furthermore, ‘Dublin Airport opens Ryan’s Pub to enhance passenger experience’ demonstrates how public-facing services are integrating design, amenities, and operational strategy to elevate visitor engagement. The initiative underscores the tangible benefits of thoughtful CX interventions in high-traffic environments. Meanwhile, ‘AI-powered CX platform Toku debuts on SGX to accelerate global customer engagement growth’ illustrates how technology enables real-time insights and consistent experiences across complex, multi-region operations. These platforms are shaping how businesses anticipate needs and respond dynamically to customer behaviour. These examples showcase a sector-wide emphasis on strategy-driven CX. They illustrate how leadership, innovation, and technology converge to create meaningful value for customers and organisations alike.

Author: Jed Nykolle Harme

Spotlighted for transformative leadership last year, Kerry McGrath of Flogas Ireland was named CX Rising Star at the Irish CX Impact Awards 2025, recognising her role in embedding customer-centric culture as a benchmark for CX innovation in 2026.