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The chairperson’s welcome highlights how automation and AI-powered agents are transforming customer service while keeping human contact at the centre. A message from gold sponsor 8x8 emphasizes measurable outcomes such as faster service, smarter insights, trusted customer experiences, and integrated platforms for intelligent engagement.",{"@graph":69,"@context":122},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":53,"@type":76,"position":81},"https://docshare.wps.com/document/lifestyle/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/book-of-the-night-2025-people-promoting-excellence/502686/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/book-of-the-night-2025-people-promoting-excellence/502686.png","ImageObject",300,407,{"name":92,"@type":93},"Bulrr","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-12","2026-10-03",true,{"@type":102,"interactionType":103,"userInteractionCount":24},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118],{"name":109,"@type":110,"acceptedAnswer":111},"What is the focus of the 2025 Irish Customer Contact and Shared Services Awards?","Question",{"text":112,"@type":113},"The program celebrates excellence across Ireland’s contact centre and shared services community, emphasizing customer experience and professionalism.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"How does the document describe the role of automation and AI in customer service?",{"text":117,"@type":113},"Automation and AI-powered agents are transforming how organisations serve customers by enabling faster responses, more personalised support, and greater scalability.",{"name":119,"@type":110,"acceptedAnswer":120},"Why did Bank of Ireland win the Best Training & Development Programme?",{"text":121,"@type":113},"Bank of Ireland won for a successful Fraud Training programme, including Authorised Push Payment (APP) fraud prevention, scenario-based learning, behavioural insight training, and measurable improvements in customer effort, first contact resolution, and complaints reduction.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},502686,1791291817,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":52,"category_name":53,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":24,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":139,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":144,"read_time":26},5909892115043,"https://ap-avatar.wpscdn.com/davatar_6f874abed73319feea01a86fa6f0fab8","PEOPLE PROMOTING EXCELLENCE  \nBook of the Night  \nsupported by  \nThankyou to all our sponsors.  \n2025 Gold Sponsor  \nThe Board of CCMA Ireland wish to sincerely thank each individual corporate sponsor for their support in hosting the 2025 Irish Customer Contact and Shared Services Awards.  \n2025 Sponsors  \nMEDIA PARTNER  \nWelcome to the Irish Customer Contact and Shared Services Awards 2025  \nPEOPLE PROMOTING EXCELLENCE  \nOn behalf of the CCMA Board, it is my pleasure to welcome you to the 30th Irish Customer Contact and Shared Services Awards as we come together to celebrate excellence across Ireland’s contact centre and shared services community.  \nOur industry continues to move quickly, and 2025 has been a particularly significant year. Automation and AI-powered agents are already transforming how we serve customers, opening up new opportunities for faster responses, more personalized support, and greater scalability.  \nEven with all this progress, human contact remains at the centre of our work. Technology helps us work smarter, but it is the dedication and professionalism of CCMA members that deliver outstanding customer experiences.  \nAt the CCMA, we are extremely proud of everything that has been achieved over the past year. Congratulations to every business, team, and individual who has been shortlisted. The passion, creativity, and commitment shown during the judging process highlight why Ireland continues to excel in customer experience.  \nA special thank you to our Gold Sponsor, 8x8, as well as all our category and corporate sponsors, for their support in making this event possible. I would also like to acknowledge Dorothy O’Byrne for her continued leadership and thank our judging panel for the care and time they invested in reviewing this year’s submissions.  \nCongratulations to everyone who has been shortlisted and to those who will go on to win awards. I hope you enjoy the evening as we celebrate the best of our industry.  \nBarry O’Toole  \nChairperson CCMA Ireland  \nIrish Customer Contact & Shared Services Awards 2025  \nA MESSAGE FROM OUR GOLD SPONSOR  \n8x8 is proud to support these awards once again, recognising the excellence and innovation driving customer experience and customer trust in Ireland. At 8x8 we’re seeing firsthand how Irish organisations continue to raise the bar with the aim of adapting rapidly, investing strategically, and putting people at the heart of every customer interaction.  \nIn the past year, the pace of change has only accelerated. AI is no longer just an abstract thing or something we hear others talking about: it’s here, being used daily and in increasingly more parts of our lives.  \nFrom AI-enhanced customer journeys to fully integrated communication platforms, businesses across Ireland are moving quickly to modernise their operations and elevate their customer experience strategies. But transformation isn’t just about adopting new tools. To me it’s about delivering real, measurable outcomes: faster service, smarter insights, leading to companies that people can trust-and that trust drives more loyal customers.  \nThe role of customer-facing teams has evolved dramatically. Whether you’re in retail, healthcare, utilities, or the public sector, your agents, employees, and digital channels must work in harmony. To deliver a full and positive customer experience, companies need to balance human empathy with automation, centralised data with personalised engagement, and compliance with agility.  \nAt 8x8, our focus remains clear: to support Irish businesses with the most integrated platform for customer experience, one that combines contact centre, unified communications, and CPaaS APIs delivering intelligent engagement . We embed AI throughout the platform to help organisations not only reduce complexity and cost, but unlock the potential of every customer interaction. It’s also about letting contact centres make the best use of their human agents, freeing them up from repetitive work.  \nW","cbCaivL4n5aVINSv","https://ap.wps.com/l/cbCaivL4n5aVINSv","pdf",827675,39,"English","# Welcome\n# Message from our Gold Sponsor\n## 1. Best Training & Development Programme\n## Winner: Bank of Ireland","[{\"question\":\"What is the focus of the 2025 Irish Customer Contact and Shared Services Awards?\",\"answer\":\"The program celebrates excellence across Ireland’s contact centre and shared services community, emphasizing customer experience and professionalism.\"},{\"question\":\"How does the document describe the role of automation and AI in customer service?\",\"answer\":\"Automation and AI-powered agents are transforming how organisations serve customers by enabling faster responses, more personalised support, and greater scalability.\"},{\"question\":\"Why did Bank of Ireland win the Best Training \\u0026 Development Programme?\",\"answer\":\"Bank of Ireland won for a successful Fraud Training programme, including Authorised Push Payment (APP) fraud prevention, scenario-based learning, behavioural insight training, and measurable improvements in customer effort, first contact resolution, and complaints reduction.\"}]","Book of the Night - 2025 - People Promoting Excellence | PDF",1791040420]