The Ultimate Guide to Customer Experience
A curated Irish edition of IndustrialDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
Irish Customer Experience News
Regional stories with direct local relevance
Irish business leaders warm to AI, but fears persist
Concerns over jobs, security and trust still linger, even as more Irish bosses now see AI as a business opportunity, a survey found.
Bank of Ireland expands Stripe deal on AI & payments
The bank aims to speed up customer payments and back-office tasks as it deepens use of Stripe's systems across its group.
Taylor farewell fight drives record eir data at Croke Park
Mobile traffic at Croke Park hit a record as Katie Taylor's farewell bout drew thousands of fans streaming and sharing on the night.
Qualcom lifts Northern Ireland revenue 30% on retail demand
Retailers' shift to secure digital payments and ordering systems helped lift annual revenue in Northern Ireland by 30%, with five jobs added.
Bank of Ireland rolls out revamped mobile banking app
Millions of customers will gain quicker access to payments, card controls and accessibility features as the lender pushes more banking into mobile.
Yuno Group boosts resilience with Irish data centre
The move gives the energy and broadband group more capacity and backup resilience as it shifts disaster recovery off site and into a Tier 3 facility.
Analyst Insights
Research and market analysis connected to Customer Experience
Abbyy names Paula Sanders Chief Customer Experience Officer
Targa Telematics wins Frost & Sullivan strategy award
Genesys unveils AI tools to orchestrate customer journeys
Claroty named leader & customer favourite by Forrester
Certinia study finds integration key to AI success
Expert Columns
The next eCommerce interface may not be a screen
The golden quarter loyalty opportunity: Why rewards matter more when consumers spend more carefully
Why Email and Phone Append Matter for Prescreen Campaigns
When IT fails in manufacturing, the whole supply chain pays
The importance of data enrichment in financial services
The AI metric that matters isn't token cost
Why banks should bet on digital identity, not super apps
4 practical tips for maintaining data quality
6 Pillars of data quality and strategies for improving your data
For sensitive health categories, eCommerce can remove more than just the checkout queue
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Gainsight links Salesforce Agentforce & Slack to data
Sales and customer success teams can now see renewal risks and expansion signals in Slack and Salesforce without switching systems.
Jabra launches retail headset & cloud management platform
Retailers can now centralise headset fleets across stores as Jabra's new platform aims to cut IT support demands and speed frontline communications.
Europeans back slower bank checks to cut fraud risk
Most consumers surveyed across six European markets would accept longer bank checks if that meant a lower chance of fraud, Fourthline found.
Retail AI leaks sensitive data to unauthorised users
Nearly one in 10 AI security alerts in retail involved systems exposing protected customer data to users without access, research found.
SEB Baltic taps Entersekt for payment authentication
The deal gives the Baltic bank a risk-based way to cut card fraud while reducing friction for online shoppers across the region.
Journey Alerts launches Paris rail WhatsApp updates
More than 1.2 million daily commuters on two Paris lines can now get disruption alerts on WhatsApp, as SNCF Transilien tests new passenger messaging.
Granicus adds AI analytics to Government Experience Cloud
Agencies using Government Experience Cloud can now spot where residents abandon online services and prioritise fixes using AI-led benchmarks.
TNS launches bring-your-own-app feature for terminals
Unattended operators can now tailor customer screens without shouldering PCI compliance and payment certification on TNS terminals.
Mambu & Mastercard team up on cross-border payments
Banks could add faster, more transparent overseas transfers to digital apps without costly from-scratch integrations under the tie-up.
Terrabank partners TerraPay & Mozrt on global payments
Customers will gain faster, lower-cost cross-border transfers as Terrabank taps TerraPay's network of bank accounts and digital wallets.
Singapore Airlines refreshes in-flight dining across cabins
Passengers in premium cabins will get new tableware, wines and service touches as the carrier expands its menu overhaul across all classes.
Braze launches AI tools & deepens AWS collaboration
Marketers will gain more automated personalisation and compliance checks as the software maker deepens its ties with AWS.
Salesforce expands Live Nation support & Missionforce
Fans will get round-the-clock venue help as the software firm deepens its public sector AI push, with defence revenue up 80% year on year.
HCS launches 24/7 managed services with €1.45m investment
Customers facing outages and cyber threats will get round-the-clock monitoring as HCS expands support across Ireland and New Zealand.
Tech Race Summit explores personalisation, AI and cybersecurity
AI and personalisation are reshaping Softswiss's product, engineering and security priorities as the group warns of higher cyber risk and tighter data demands.
Manhattan Associates launches tiered Editions for software
Growing retailers can now adopt Manhattan's supply chain software in stages, avoiding costly reimplementation as needs expand.
Europe lags in AI adoption as customer service gains
European customer service teams trail global AI uptake, but those already using it say it is helping them handle more enquiries with existing staff.
Midnite taps BR-DGE to expand payments infrastructure
The move should let customers use more payment options as the betting operator expands beyond the UK and Ireland.
Exabeam channel-first push lifts partner-led pipeline
Partner-led sales now account for Exabeam's highest-volume pipeline source, as new-logo business surged 138% above plan in the first half.
Datadog launches tools to monitor & test user journeys
The new tools aim to help teams spot when customers fail to complete checkout, sign-in or onboarding, despite healthy system metrics.
