Bank of Ireland has been named CX Champion at the Irish CX Impact Awards 2025 in recognition of the organisation’s commitment to delivering exceptional customer experiences.The bank’s CX initiatives have spanned service, digital experience, and frontline delivery, underpinned by customer insight. Notable achievements include the transformation of its desktop-first website into a mobile-first platform, driving a 50 per cent increase in targeted keywords and facilitating 11 per cent of loan applications via search.According to the award citation: “Bank of Ireland stood out this year for its unwavering commitment to customer excellence. The organisation’s focus on clarity, consistency, and care is evident at every touchpoint. This achievement reflects a sustained, organisation-wide dedication to raising the bar for customer experience.”The Irish CX Impact Awards, now in their seventh year since being established in 2018, honour organisations that excel in measuring and managing customer experience. A distinguished panel of CX professionals assessed award submissions, and the programme aims to inspire businesses to prioritise customer experience as a key driver of success.The awards ceremony at the Royal Marine Hotel in Dún Laoghaire, hosted by Ivan Yates, saw 251 attendees celebrate excellence across 21 categories, with 67 entries submitted by 36 companies.The CX leader award was presented to Marc Giles, head of customer experience at Aer Lingus. Giles commenced his career in 2003 in frontline roles and he progressed through supervision, dispatch, safety, compliance, regional operations, and customer and brand before assuming his current remit of overseeing the airline’s Customer First programme. The award citation noted: “Marc has delivered big transformation programmes, including the Good to Great initiative that elevated the airline to a 4-star Skytrax rating and the post-Covid rebuild of the customer journey.”Alanna Charmant-Tyrrell, CX account executive at gold sponsor NiCE, said the company supports the awards because they spotlight organisations turning customer experience into real business and societal outcomes. “By celebrating ambition, innovation, and measurable impact, the awards strengthen industry standards and advance customer-first transformation across the island of Ireland,” she added.TestReach received the award in the customer-centric culture category. Amy Noonan, VP operations and customer experience, stated: “Winning this award highlights the growing importance of customer-centric cultures across our sector. It recognises the value of organisations like TestReach that prioritise partnership, trust and high-quality support to deliver consistently exceptional experiences.”ADEC Arise was shortlisted in the two award categories. Managing director Joe Cahalane said being finalists speaks to the energy, skill, and customer-first mindset that define ADEC Arise’s CX approach every day. “A big thank you to our amazing team and to the CXIAs for celebrating excellence in CX.”Yuno Energy Group was a dual award winner, including the digital impact category. The company’s award submission referenced “faster handling times, empowered agents, happier customers, and unstoppable efficiency” after adopting Microsoft Copilot Studio. “I’m proud of our CX team for their double win at the CX Awards,” said chief executive Cathal Fay. “It reflects the impact they’re making through digital innovation and customer experience, and the standards we continue to set across Yuno Energy Group.”Judging coordinator Agnieszka Jozwiak observed that the Irish CX Impact Awards consistently showcase how Irish organisations are combining innovative tech, data-driven insights and customer-first culture to transform experiences. “It’s inspiring to see CX being treated as a strategic priority across so many sectors,” she said. “Overall, this year’s submissions suggest that the CX discipline in Ireland is maturing. Companies are thinking strategically, blending technology with culture, and applying CX across diverse industries. The submissions reflect both ambition and realism, understanding that lasting CX impact requires investment in people, process and technology together.”Adam Kane, community lead at awards organiser BusinessRiver, commented: “Events like this are made possible through the support of our sponsors. We are grateful to our 2025 gold sponsors, NiCE and Fin (by Intercom), as well as our supporters, The Customer Experience Professionals Association (CXPA) Ireland and Amárach Research, and our communications partner, The Irish Times. Their investment in the awards underlines their continued commitment to and support of this important business area.”Awards sponsors and supportersGold sponsorsNiCEFin (by Intercom)SupportersCXPA IrelandAmárach ResearchCommunications partnerThe Irish TimesAwards judgesAgnieszka Jozwiak (judging coordinator), customer experience consulting and advisory, CXPA IrelandJennifer Brennan, founder, Thrive MarketingGavin Carpenter, chief executive officer, Phonovation LtdRachael Corcoran, director, digital engagement lead Ireland, EPAM SystemsNiamh Curtin, head of customer support, Laya HealthcareTim Farmer, founder, iSquaredShane Lynn, CEO, EdgeTier Tara Martin, vice-president customer success, RentalMaticsJenny McCoy, head of customer experience, Irish Management InstituteAideen McGrath, head of PR, communications and campaigns, Laya HealthcareBrian O’Flynn, director, CapventisEddie Stack, CX director, Insight6 IrelandAward winnersCX champion 2025Winner: Bank of IrelandAgnieszka Jozwiak, awards judging coordinator presents the CX champion 2025 award to Fran Cooney and Cormac Breslin, Bank of Ireland CX team of the year – largeWinner: Boyle Sports Customer OperationsAgnieszka Jozwiak, awards judging coordinator, presents the CX team of the year - large award to Stephen White and Rachel Tiernan, Boyle Sports CX team of the yearWinner: FMI – Bus Éireann School Transport TeamAgnieszka Jozwiak, awards judging coordinator, presents the CX team of the year award to Majella Flynn and Scott Maher, FMI CX impact in public & professional servicesWinner: STATSports GroupAgnieszka Jozwiak, awards judging coordinator, presents the CX impact in public & professional services award to StatSports Group team CX impact in financial services (sponsored by NiCE) Winner: Bank of IrelandAlanna Charmant-Tyrrell, CX account executive, at NiCE presents the CX impact in financial services award to Fran Cooney and Cormac Breslin, Bank of Ireland CX impact in retail & in-store experienceWinner: Centra DrumcondraEddie Stack, awards judge, presents the CX impact in retail & in-store experience award to Centra Drumcondra team CX impact in technology, media & telecomsWinner: KlearcomEddie Stack, awards judge, presents the CX impact in technology, media & telecoms award to Cathal Ryan and Andrew Burke, Klearcom CX impact in utilitiesWinner: Yuno Energy GroupEddie Stack, awards judge, presents the CX impact in utilities to Rachel Flynn and Síona Keogh, Yuno Energy Group CX rising star of the yearWinner: Flogas Ireland – Kerry McGrathJenny McCoy, awards judge, presents the CX rising star of the year award to Kerry McGrath, Flogas Ireland CX manager of the yearWinner: FMI – Scott MaherJenny McCoy, awards judge, presents the CX manager of the year award to Scott Maher, FMI Most engaging employee programmeWinner: Electric Ireland – Customer ConnectBrian O'Flynn, awards judge, presents the most engaging employee programme award to Sheila Buckley and Selina Duignan, Electric Ireland Digital impact in CX (sponsored by Fin (by Intercom))Winner: Yuno Energy GroupFranka Martinovic, director, customer support at Fin (by Intercom), presents the digital impact in CX award to Geoff Keenan, Yuno Energy Group Best use of customer feedback & insights to improve CXWinner: ptsbBrian O'Flynn, awards judge, presents the best use of customer feedback & insights to improve CX award to ptsb team Best online experience & user interfaceWinner: Three Ireland – A Future-Ready Digital ExperienceBrian O'Flynn, awards judge, presents the best online experience & user interface award to Arlene Murray, Three Ireland Best customer loyalty & reward programmeWinner: ESB Networks – ‘Is This a Good Time?’Rachael Corcoran, awards judge, presents the best customer loyalty & reward programme award to Robert Coleman, ESB Networks Best innovation in CXWinner: KlearcomRachael Corcoran, awards judge, presents the best innovation in CX award to Cathal Ryan and Andrew Burke, Klearcom Best use of technologyWinner: Toyota SandyfordRachael Corcoran, awards judge, presents the best use of technology award to Ian Gamble, Toyota Sandyford Customer contact centre of the year (sponsored by NiCE) Winner: Just Eat TakeawayAlanna Charmant-Tyrrell, CX account executive at NiCE, presents the customer contact centre of the year award to Kirsten Reinecke, Just Eat Takeaway Best customer-centric cultureWinner: TestReachTim Farmer, awards judge, presents the best customer-centric culture award to Amy Noonan, TestReach Best use of AI in customer experience (CX) Winner: Vodafone – TOBI & BeyondTim Farmer, awards judge, presents the best use of AI in customer experience (CX) award to Michael Mc Mahon, Vodafone CX leader 2025Recipient: Marc Giles – Aer LingusTim Farmer, awards judge, presents the CX leader 2025 award to Marc Giles, Aer Lingus For more information about the CX Impact Awards visit cxia.ie.