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Author: Manila Times

Crescendo unveiled Multimodal AI, a unified voice, text, and visual interaction system revolutionising customer engagement. Designed for sectors like logistics, it enables real-time, intelligent, frictionless communication and rapid deployment.

Author: Irish Tech

Lero and Genesys launched a €550k research collaboration to improve reliability and trust in AI for customer engagement, focusing on safeguards, transparency, and ethical Large Language Model (LLM) system performance.

Author: The Journal

Amazon will cut about 14,000 office jobs globally, including at least 30 in Ireland to streamline operations and redirect investment toward artificial intelligence, amid broader tech industry restructuring.

Author: Irish Independent

Confidence among Irish “experience economy” firms has dropped, with 49% less optimistic than six months ago, says Ibec; rising wages and costs strain the €4bn sector despite digitalisation plans.

Author: Jed Nykolle Harme

Customer experience continues to evolve as technology, strategy, and leadership converge to create meaningful interactions. Businesses are increasingly leveraging digital tools and AI to enhance service, engagement, and operational efficiency while nurturing loyalty. As Eclective rolls out Toast, the hospitality group introduces a unified platform across 25 venues, streamlining operations and improving guest experiences. This rollout exemplifies how integrated technology can enhance consistency and convenience while supporting staff efficiency. Meanwhile, Nextiva releases AI guide provides actionable insights on using artificial intelligence to optimise interactions. By harnessing AI, organisations can personalise experiences, anticipate customer needs, and improve responsiveness at scale. Leadership continues to shape outcomes. Laura O’Toole named CX Leader of the Year 2024 highlights the impact of vision and expertise in driving sector-wide standards and innovation. These stories reflect a customer experience landscape defined by strategic foresight, technological innovation, and a commitment to creating meaningful connections. Stay ahead of the curve, subscribe to our newsletter for the latest insights, trends, and thought leadership shaping the future of customer experience.

Author: Jed Nykolle Harme

Recognised as the CX Leader of the Year 2024, Laura O’Toole exemplifies innovation, empathy, and leadership in shaping exceptional customer experiences.

Author: Business Wire

Genesys partnered with Scaled Cognition to enhance agentic AI for customer experience. The collaboration combines Genesys Cloud with Scaled Cognition’s LAM technology to deliver accurate, trustworthy, and policy-aligned autonomous agents.

Author: Business Wire

Nextiva released Winning the Customer Experience Race by Edwin Margulies, offering CX and IT leaders AI-driven frameworks, automation strategies, and data centralization practices to enhance customer experience and operational efficiency.

Author: ONREC

Workday is investing €175 millin to establish an AI Centre of Excellence in Dublin, creating 200 specialised roles. The centre will drive AI innovation, research, and compliance across Europe by 2026.

Author: Mobile Europe

Vodafone and Zinkworks are developing Rapid RIC, a Gen AI-driven platform to enhance 5G performance, energy efficiency, and customer experience, enabling faster app deployment and automated network upgrades by 2026.