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Capita Extends 14-Year Partnership with Samsung UK to Deliver Next-Generation Customer Experience
Capita extends its 14-year partnership with Samsung UK, introducing AI-powered innovations through AWS Connect and Agent Suite to deliver next-generation customer experience and digital transformation.
Experience Edge
The customer experience (CX) sector continues to evolve, driven by innovation, technology, and a commitment to exceeding client expectations. Organisations are embracing digital transformation and team excellence as critical differentiators in a competitive marketplace. Recognition of outstanding performance is exemplified by Allied Irish Banks wins CX Team of the Year. The award highlights how strategic vision, collaboration, and customer-centric initiatives can deliver measurable impact and set industry benchmarks. Technological innovation is reshaping service delivery. Cisco reshapes infrastructure management with its AI-powered platform demonstrates how advanced solutions can streamline operations, improve responsiveness, and enhance the overall customer journey. Meanwhile, Blackjack Promotions rebrands as ABM signals a strategic expansion across the UK and Ireland, reflecting the importance of experiential services in delivering memorable and differentiated experiences. These developments underline a sector where innovation, strategy, and human expertise converge to redefine customer experience excellence. Read the full stories and stay informed on the trends shaping the future of CX leadership.
Allied Irish Banks won CX Team of the Year at the Irish CX Impact Awards 2024
Allied Irish Banks (AIB) has been named CX Team of the Year at the Irish CX Impact Awards 2024, recognising the organisation’s exceptional commitment to elevating customer experience through collaboration, agility, and innovation.
Kuwait Finance House pilots AI avatars to transform in-branch banking
NCR Atleos partners with Kuwait Finance House to deploy AI-powered conversational avatars at branch kiosks, enhancing customer experience with real-time assistance, digital transactions, speech analytics, and seamless live-agent escalation.
Cisco reshapes infrastructure management with AI-powered platform
Cisco has launched Cisco IQ, an AI-driven, agent-based platform unifying enterprise infrastructure data to provide predictive insights, adaptive assessments, AI-powered troubleshooting, migration frameworks, and digitized delivery for optimised CX.
WAGO unveils eco-friendly headquarters to enhance customer experience
WAGO UK & Ireland opened its new £multi-million eco-friendly headquarters in Rugby in March 2025, featuring a 62,000 ft² Customer Experience Centre for training, product demos, and client engagement, BREEAM Excellent.
Blackjack Promotions rebrands as ABM to expand experiential services across UK and Ireland
ABM rebrands Blackjack Promotions as ABM Experience Solutions (AX), combining creative travel retail staffing, experiential marketing, and consultancy with multinational scale, sustainability, and compliance, enhancing UK and Ireland client experiences.
Experience Shift
Ireland’s experience economy stands at a pivotal moment. Rising operational costs and weakening consumer demand are reshaping how businesses think about growth, loyalty and long-term value. The recent analysis, Confidence slump hits experience economy, highlights this reality, revealing an industry under pressure but not without promise. It signals a shift towards resilience, where innovation and customer trust become the true measures of performance. Technology is leading the response. Crescendo unveils Multimodal AI demonstrates how artificial intelligence is enhancing engagement, turning interaction into insight and creating experiences that feel both intelligent and deeply human. Such developments are redefining how organisations interpret and anticipate customer needs. Leadership remains the essential thread binding this evolution together. Agnieszka Jozwiak joins CX Impact Awards 2025 illustrates the importance of vision, empathy and expertise in guiding transformation and inspiring excellence across the customer experience sector. These narratives depict an industry adapting with clarity and intent, where creativity, technology and leadership converge to set new standards for meaningful connection. Discover more insights and in-depth features in our newsletter today.
Agnieszka Jozwiak brings over 15 years of leadership to Irish CX Impact Awards 2025
With more than 15 years of experience in customer experience (CX) management and service design, Agnieszka Jozwiak, Judging Coordinator for the Irish CX Impact Awards 2025, brings deep expertise, strategic insight, and a passion for elevating CX standards across industries.
Mobile customer experience takes centre stage as Diabolocom bridges the compliance gap
Diabolocom launches the first app-free mobile CX solution, integrating calls, chats, and updates directly into CRMs. Powered by AI, it boosts efficiency, compliance, and real-time visibility for mobile-first enterprises.
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