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Codec expands customer experience delivery through Indian capability centres
Dublin-based digital transformation consultancy Codec has partnered with US technology services company Trigent to establish Global Capability Centres in India. The Ireland-headquartered Microsoft partner strengthens CX delivery capabilities through strategic operations.
Adoreboard launches revenue tool to quantify customer experience impact
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.
The CX Confidence Illusion: Why Irish Brands Must Act on Evidence, Not Assumption
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.
ESB Networks wins Best Customer Loyalty & Reward Programme at Irish CX Impact Awards 2025
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.
Zendesk acquires Forethought to boost agentic customer experience automation
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.
Shift4 partners with xAI to advance customer experience capabilities
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.
Ada doubles growth as enterprises advance agentic customer experience adoption
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.
Zurich to acquire RedClick to transform Irish customer experience position
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.
DFM Systems rebrands as Zutec to strengthen Irish customer experience
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.
Irish banks deploy instant payment service to enhance customer experience
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.
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