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Genesys acquires Pinkfish to advance agentic AI orchestration across enterprise customer experience systems
US-based AI-powered experience orchestration firm Genesys has acquired Pinkfish, a leading agentic orchestration workflow company, to expand its Genesys Cloud AI with MCP-based tool integration and workflow automation capabilities. The deal enables AI agents to connect customer intent to governed actions across enterprise systems at scale.
Omnicom Oceania acquires CX Lavender to deepen customer experience and digital transformation capability across Australia
Australia-based Omnicom Oceania has acquired the majority of customer experience agency CX Lavender, adding approximately 20 employees and proprietary technology assets to its growing marketing and customer transformation capability. The deal strengthens Omnicom Oceania's presence across customer experience, loyalty and digital transformation.
Legal & General expands Microsoft collaboration to embed AI across 10,000 staff and transform customer experience
UK-based financial services firm Legal & General has expanded its three-year Microsoft collaboration to deploy AI tools across 10,000 employees globally. The agreement has already driven an eight-point year-on-year increase in Net Promoter Score across its DC and Workplace Savings division.
AIB rolls out redesigned mobile banking app using machine learning to deliver personalised financial insights
Allied Irish Banks has launched a redesigned mobile banking app powered by machine learning and personalisation capabilities, marking what the bank describes as its most significant change to its mobile channel in over a decade. The phased rollout begins at the end of June following an 18-month development process.
Noledge Group launches SRUU platform to unify retail operations and enhance customer service for multi-site operators
Irish financial management and ERP specialist The Noledge Group has launched SRUU, a new digital retail platform designed to enhance customer service and unify operations across more than 600 stores. The platform is backed by an initial €250,000 investment with a target of €1 million in additional revenue by 2028.
Ann Marie O'Donnell confirmed as judge for Irish CX Impact Awards 2026
Ann Marie O'Donnell, Director of Customer Strategy at Actavo, joins the judging panel for the Irish CX Impact Awards 2026, bringing over 20 years of customer experience strategy, journey mapping, and employee engagement expertise gained working with leading international brands across Ireland, the United Kingdom, and the Caribbean. A specialist in inclusive customer experience design for customers with varying abilities, O'Donnell contributes a practitioner's command of CX framework development, capability management, and measurement systems to the evaluation process.
The Privacy Dividend: Why Irish Organisations Should Treat Consent Management as a Customer Experience Investment
Usercentrics' State of Digital Trust Report 2025, surveying 10,000 consumers including 700 in Ireland, finds that data transparency is now the single most powerful driver of brand trust. Irish organisations that treat consent management as a CX investment rather than a compliance cost stand to gain a durable loyalty advantage.
What the CCPC 2025 Helpline Report Tells Irish CX Leaders About Service Recovery and Commercial Return
The CCPC's 2025 Consumer Helpline Report recorded 42,791 Irish consumer contacts and an average complaint spend of €6,292. Irish organisations that treat complaint handling as a frontline commercial lever rather than a back-office function stand to convert service failures into lasting loyalty.
Teleperformance named as Platinum Sponsor at the Irish CX Impact Awards 2026
Teleperformance will serve as Platinum Sponsor at the Irish CX Impact Awards 2026, bringing global digital business services expertise to the programme at the awards gala on 4 November at the Crowne Plaza Hotel, Santry. The partnership reflected Teleperformance's commitment to transforming customer experience through advanced technology and human expertise, and its alignment with the organisations recognised for excellence in CX across Irish business.
Zoom unveils Agent Architect and Agent Performance Suite to shift CX AI focus toward measurable customer outcomes
US-based communications platform Zoom has launched Agent Architect and Agent Performance Suite for Zoom Virtual Agent, expanding its CX portfolio with tools to build, measure and optimise AI-powered customer service. The releases reflect a market shift from AI deployment toward outcome-driven performance accountability.
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