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Explore industry news, insights, and updates from the Irish CX Impact Awards.
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Kerrs Tyres secures capital to scale customer experience model
A Northern Ireland automotive services business has secured private equity backing to scale a customer experience-led growth model. The deal highlights how service quality and frontline expertise are becoming differentiators in competitive B2B markets.
Experience Focus
The customer experience sector continues to mature as organisations place greater emphasis on consistency, trust and long-term engagement. This edition brings together perspectives that show how experience is becoming a strategic driver of resilience and differentiation. Rewinding to 2025, 'Marc Giles Named CX Leader at the 2025 Irish CX Impact Awards' underscores the importance of leadership in translating ambition into consistent delivery. That recognition frames expectations for the 2026 awards cycle, where people strategy will continue to sit at the heart of customer experience credibility. In addition, 'Heathrow invests in 1.3b to upgrade passenger experience and operations' highlights the role of sustained investment in shaping expectations at every touchpoint. The commitment signals how experience-led thinking is increasingly embedded in operational strategy across complex environments. Lastly, 'Best4Travel acquires Skytours to expand nationwide customer experience' reflects a period where scale and reach were leveraged to strengthen customer relationships. The development points to a wider sector shift towards integrated journeys that balance growth with service quality. Together, these stories frame a sector where scale, investment and expertise are aligning to shape more meaningful customer outcomes.
Verizon partners with Array to enhance 5G coverage
Verizon partners with Array Digital Infrastructure to expand its 5G network across the United States. The multi-year agreement supports cost efficiency, faster deployment of advanced wireless technologies, and improved customer experience nationwide.
Heathrow invests in 1.3b to upgrade passenger experience and operations
Heathrow Airport plans £1.3 billion investment in 2026 to enhance passenger experience and operational efficiency. Upgrades include Terminal 4 redevelopment, a Terminal 2 baggage system, AI-driven turnaround improvements, and accessibility enhancements across all terminals.
VodafoneThree expands customer care operations in Belfast
VodafoneThree is creating 200 customer care jobs in Belfast through call centre partner Concentrix, bringing roles back to the UK. The expansion enhances service delivery while supporting regional employment and digital industry growth in Northern Ireland.
Dovida expands workforce to meet growing home care demand
Dovida, Ireland’s largest home care provider, is expanding its workforce to meet rising demand for in-home support. The company offers flexible roles, training, and progression pathways while enhancing personalised care and customer experience nationwide.
Best4Travel acquires Skytours to expand nationwide customer experience
Best4Travel has acquired Dublin-based Skytours, expanding its retail network to 13 outlets nationwide. The move strengthens its customer service, technology platform, and digital presence while ensuring continuity for Skytours’ staff and clients heading into 2026.
Marc Giles Named CX Leader at the 2025 Irish CX Impact Awards
Marc Giles was recognised as CX Leader at the recently concluded Irish CX Impact Awards 2025 for driving customer-centric transformation at Aer Lingus. His achievements set a benchmark for CX excellence and inspire Ireland’s 2026 customer experience innovators.
Engagement Insight
The customer experience sector is entering a period defined by service transformation, technological acceleration, and rising consumer expectations. This edition highlights initiatives that show how organisations are strengthening their strategies to deliver more responsive, intelligent, and connected experiences. First, the 'Bank of Ireland wins CX Champion at the recently concluded Irish CX Impact Awards 2025’ reflects the high standard of customer leadership emerging across Ireland. That recognition sets the momentum for the 2026 awards, highlighting the sector’s commitment to customer-centric innovation. In addition, 'Volkswagen consolidates and upgrades Northern Ireland dealerships’ showcases how strategic investment can elevate retail experience and service delivery. The dealership transformation underscores how physical environments remain vital to customer trust and brand consistency. Lastly, 'Tata Communications acquires majority stake in Commotion to enhance AI capabilities’ highlights the expanding role of AI in predicting customer needs. The acquisition demonstrates how advanced intelligence is reshaping engagement models across global markets. These stories illustrate a sector embracing innovation, experience-led strategy, and technology-driven progress. Organisations moving in this direction are well positioned to deliver resilient, future-ready customer outcomes.
Bank of Ireland wins CX Champion at the 2025 Irish CX Impact Awards
Bank of Ireland was recognised as CX Champion at the recently concluded 2025 Irish CX Impact Awards. Its achievements in customer experience set a benchmark for excellence, shaping the agenda for Ireland’s 2026 CX innovators.
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