Dublin Chamber is pleased to share TP Ireland’s latest white paper, The Future of CX in Ireland: 2026 and Beyond.

Drawing on direct insights from senior customer experience leaders across Ireland, the report examines the key challenges influencing how organisations deliver customer service today and how these priorities are expected to evolve.

The research found that service quality and consistency remain the leading concern for Irish organisations, identified by 41% of respondents. AI adoption and maturity followed closely at 35%, while cost pressures, rising customer expectations and workforce transformation were each highlighted by 24%.

The white paper also explores how these priorities differ across key sectors, including public services, energy and utilities, telecommunications, banking and financial services, travel, technology and business services.

While technology and AI are playing an increasingly important role, the findings suggest that Irish organisations are not simply looking to introduce more technology. Their focus is on using transformation to deliver customer experiences that are reliable, affordable, and consistent, without disrupting the services that already work well.

The report also compares the Irish findings with research from the UK. While UK organisations place greater emphasis on areas such as AI, omnichannel integration, security, and data, Irish CX leaders appear more focused on the immediate customer outcome and maintaining service quality throughout the transformation process.

Read The Future of CX in Ireland: 2026 and Beyond to discover the priorities shaping customer experience across Ireland.