Month: June 2025

What is Customer Service? A Complete Guide

Customer service is the information and support supplied by a company to its consumers before, during, and after a purchase or use of a product or service. Customer service, one of the elements that says something about the customer experience, and suddenly, when we talk about satisfaction, loyalty, and corporate reputation.

Why is customer service important?

Customer service affects a business from the inside out, not to mention long-term success. Here’s why it’s important:

  • Drives customer loyalty: A positive experience makes customers more likely to return.
  • Enhances brand image: Consistently good service builds a trustworthy and professional brand.
  • Increases customer lifetime value: Happy customers tend to spend more over time.
  • Boosts word-of-mouth marketing: Satisfied customers recommend brands to friends and family.
  • Reduces customer churn: Exceptional service can retain customers even after product issues.

Best practices to provide excellent customer service

1. Personalized customer interactions

Customizing your contact with individual customers puts a personal touch. Greet them with their name, remember their past buys, and recommend solutions according to their needs.

  • Use CRM tools: Customer Relationship Management (CRM) tools make it easier to track the history of purchases and interactions, allowing for more personalized service.

 

  • Segment your customers: Segment similar customers for specific campaigns and services.
  • Be proactive: Don’t wait for customers to find you. Call out with personalized offers, reminders, or useful content.
  • Leverage social media: Interact with your audience on social media platforms such as Instagram, Facebook, and X (formerly Twitter). Answer promptly, thank complimenting commenters, and assist when problems occur.

Listening to the voice of the customer during interactions can uncover hidden needs and drive stronger engagement.

2. Empower your employees

Empowered workers are more assured and can deal with problems more effectively.

  • Grant decision-making authority: Let employees resolve returns, opt-ins, or payments without the need for management approval.
  • Provide continuous training: Regular Employee Workshops & Seminars on Product Knowledge, Interpersonal and Conflict Resolution are crucial.
  • Recognize top performers: Reward and recognize excellent performance.
  • Foster ownership: Equip employees with the right tools, like customer experience management software, to take initiative and responsibility.

3. Consistent communication

Open and prompt communication creates trust and minimizes frustration.

  • Use omnichannel support: Be present on phone, email, chat, and social media.
  • Keep customers informed: Periodic updates on order status, policy updates, or service downtime are a must.
  • Implement feedback loops: Ask for feedback in the form of surveys and follow-up emails, and demonstrate that their voice is being heard by acting upon it.
  • Develop loyalty programs: Treat repeat customers with special offers, benefits, or precedence when a new product or service is launched.

4. Proactive problem solving

Solving problems before they occur shows customers that you care about their time and convenience.

  • Anticipate common issues: Identify and address recurring pain points.
  • Use predictive analytics: Analyze customer behavior to forecast future needs.
  • Implement a service recovery plan: Train teams to act quickly and professionally when things go wrong.
  • Monitor sentiment: Use tools to track customer sentiment and flag potential dissatisfaction.

5. Quality assurance

Quality control ensures customers consistently receive the level of service and product standards they expect.

  • Regular service audits: Review customer interactions for compliance and improvement.
  • Set clear service standards: Outline measurable performance expectations in a customer service charter.
  • Gather satisfaction feedback: Conduct routine surveys to uncover insights into quality perceptions.
  • Act on data: Use collected data to make informed decisions about improvements.

6. Streamlined processes

Simplicity and efficiency enhance customer satisfaction.

  • Minimize friction: Remove unnecessary steps in customer journeys, from shopping to support.
  • Offer self-service options: Online FAQs, help centers, and how-to videos empower customers.
  • Automate where appropriate: Tools like chatbots and auto-responses can handle routine queries.
  • Continuously optimize: Collect data on customer journeys to identify bottlenecks and improve flow.

Essential customer service metrics to track

Tracking performance metrics helps evaluate your customer service strategy and identify improvement areas.

1. Customer Satisfaction Score (CSAT)

  • What it is: Measures how satisfied customers are with a specific interaction.
  • How it works: Usually, a post-interaction survey asks, “How satisfied were you with your experience?” on a scale of 1–5 or 1–10.
  • Why it matters: It gives immediate feedback to help improve specific customer touchpoints.

2. Net Promoter Score® (NPS)

  • What it is: Measures customer loyalty and the likelihood of referrals.
  • How it works: Asks customers how likely they are to recommend the company on a scale of 0–10.
    • Promoters (9–10): Loyal, enthusiastic customers.
    • Passives (7–8): Satisfied but unenthusiastic.
    • Detractors (0–6): Unhappy customers are likely to damage your brand.
  • Why it matters: A high NPS indicates a loyal customer base likely to promote your business.

3. First Response Time (FRT)

  • What it is: The time between a customer reaching out and receiving the first reply.
  • Why it matters: Faster response times improve customer satisfaction and show attentiveness.

4. Resolution time

  • What It Is: The average time taken to fully resolve a customer issue.
  • Why It Matters: Shorter resolution times indicate efficient service and reduce customer frustration.

5. First Contact Resolution (FCR)

  • What it is: The percentage of issues resolved in the first interaction.
  • Why it matters: High FCR rates show that your team is effective and reduces the need for follow-ups.

6. Customer churn rate

  • What it is: The percentage of customers who stop doing business with you over a period.
  • Why it matters: High churn indicates service or product dissatisfaction and may point to a need for improvements.

Final thoughts

Customer service is not a customer-facing support function anymore – it is a catalyst in growth & togetherness that predetermines brand-line differentiators in a competitive market space.

Personalize the experience, enable employees, communicate consistently & proactively solve problems — businesses can make the world better in terms of service delivery.

Systems of the mind: With performance results in CSAT/NPS & resolution times, you start seeing what works and what does not work. Customer service is more than just the cost of fixing things;  it is having a great experience that motivates your client to return.

While businesses that possess the know-how and execute these best practices have a better chance of achieving long-term success with a strong relationship with the customers, along with an outstanding reputation.

1 in 3 Irish businesses use AI to help detect fraud

More than 9 in 10 (94%) of Irish businesses are using Artificial Intelligence, a survey has revealed.

This is according to research from insurance broker and risk management company Gallagher in Ireland, which found that only 3% of Irish businesses are not using AI. By comparison, the same survey in the UK found that 15% of businesses are not using AI.

Commenting on the survey findings, Laura Vickers, Managing Director of Commercial Lines in Gallagher said:

“AI is transforming the way we live and work, with our survey showing that most Irish businesses are already using AI, and for a myriad different reasons.

Recent years have seen AI advance in leap and bounds. AI arguably has much greater potential to transform the workplace than previous breakthrough technologies, such as the internet and smartphones, have. AI can be used to drive innovation in a business and to make work processes more efficient, freeing up the time of employees. It can also help detect fraud and to reduce customer service costs.”

Gallagher commissioned a survey of 300 business decision makers across the UK & Ireland, 100 of whom are based in Ireland.

The survey identified the top 8 reasons employees in Irish businesses use AI:

  1. To improve customer service and support         (43%)
  2. To be able to gather better data and insights that will benefit their business and customers (41%)
  3. To improve customer experience and engagement (39%)
  4. Supply chain management (37%)
  5. To provide an extra layer of IT security to the business (35%)
  6. To help detect fraudulent activity (34%)
  7. To automate business processes and free up the time of colleagues (30%)
  8. Accounting (18%)

Ms Vickers added:

“Whilst AI has the potential to deliver many benefits to businesses, there are valid concerns around the power of this technology, including privacy, misinformation and its potential to lead to job displacement. It’s important that business leaders ensure their employees are supported and trained in the use of the technology and that they have adequate cyber cover in place to help protect their businesses.”

Geographic differences on AI

The survey revealed some interesting geographic differences when it comes to the use of AI in the workplace including:

  • Businesses in Dublin (43%) and Munster (40%) are the most inclined to use AI to help detect fraud (see Table 2 in Appendix). Businesses in Connacht are the least likely to use the technology to help detect fraud, with only one in ten (11%) doing so, followed by businesses in Ulster (25%) and Leinster (29%).
  • Munster businesses are the most inclined to use AI to provide an extra layer of IT security for their business. The survey found that six in ten (60%) businesses in Munster use the technology for this reason compared one in four (24%) in Leinster and one in three (33%) in Dublin.
  • Businesses in Munster are the most likely to use AI to improve customer service and support with 60% doing so compared to one in three (33%) firms in both Leinster and Connacht.
  • When it comes to using AI to free up the time of colleagues, Dublin businesses are the most inclined to do so (39%).

For further information, please visit: https://www.ajg.ie/

SteelSeries launches Arctis Nova 3 Wireless

From the creator of the groundbreaking Arctis Nova line of headsets, SteelSeries, the original esports brand that fuses gaming and culture and worldwide leader in premium gaming headsets, today expands the award-winning Arctics Nova family with the introduction of the Arctis Nova 3 Wireless Series headsets and Arctis App.
As gaming continues to grow in popularity, SteelSeries has been leading the way in delivering industry-leading product and software innovations, solving problems for gamers, and defining a gaming lifestyle. In Q1 of 2025, Newzoo estimates the global gamer population to be around 2.9B players and console gaming is experiencing a resurgence with a projected continued steady growth through 2027. This popularity is being fueled by the anticipation of major titles and new console releases that deliver full immersion into different virtual worlds. Engineered from the ground up, the Arctis Nova 3 Wireless Series headsets raise the bar for a new level of premium audio with real-time audio control for console gamers.
Next-gen consoles need next-gen audio and the newest member of the award-winning Arctis Nova line of headsets features the powerhouse combo of the Arctis Nova 3 Wireless headset and Arctis App for Real-Time Audio Control with over 200 audio presets, plus Quick Switch Wireless with high-speed 2.4GHz or Bluetooth 5.3, an extraordinary 15-minute Fast Charge for 9 hours of play time, and a lightweight, durable comfortable design – all at $109.99 price point.
Sound matters. The Arctis Nova 3 Wireless Series is perfectly equipped for console gaming on Xbox, PlayStation, Nintendo Switch, and other platforms.
  • Custom Nova Speaker Drivers – Specially designed powerful Neodymium Magnetic speaker drivers were customized in-house to provide the ultimate gaming audio, with rich bass and a unique custom design for maximum detail. Immerse in the soundscape, taking what’s already awesome to the next level with 360° Spatial Audio. (Fully compatible with Tempest 3D Audio for PS5 / Microsoft Spatial Sound and more)
  • The Mobile Arctis App – A revolutionary mobile app that allows gamers to control their audio in real-time with over 200+ game-specific audio presets meticulously crafted and custom-tailored to each game by audio engineers, esports pros, and game developers. Gamers can change their audio presets on the fly in real time and without leaving the game, providing a distinct competitive advantage. Hear what others don’t with precisely honed audio profiles for top games like Call of Duty, Fortnite, GTA, and more.
  • Quick-Switch Wireless – Switch instantly between high-speed 2.4GHz gaming wireless for gaming and Bluetooth 5.3 for everything else with the onboard quick-switch button. Mobile connections remain on standby when gaming, so players will receive call notifications, plus separate EQ profiles let gamers save 2.4GHz gaming and BT on-the-go settings independently.
  • Cross-Platform Gaming – Game on any platform, easily swapping the small USB-C dongle between all systems, supporting Xbox, PlayStation, Nintendo Switch, PC, Meta Quest, handhelds, as well as phones and tablets that support USB-C.
  • 15-Minute Fast Charge = 9-Hour Play Time – Game all day. Optimized USB-C fast charge gives you up to 9 hours of use after just 15 minutes, which is up to 3x more than typical headsets. A standard single charge offers up to 30+ hours in 2.4G / 40+ hours in Bluetooth.
  • ClearCast 2.X Microphone – The new Arctis Nova 3 Wireless Series microphone with high bandwidth tech takes voice quality to the next level – 2X the bandwidth, 2X the comms with 32KHz/16bit audio.
 
  • Lightweight | Durable | Comfortable Design – Tough, flexible design with dual-hinged arms for durability, plus removable ear cushions with breathable memory foam for total comfort. The 260g lightweight Nova 3 Wireless Series design features height-adjustable arms, plus a stretchy secondary fabric headband to distribute pressure evenly for all-day comfort. Available in black, white, aqua, and lavender.
The Arctis Nova 3 Wireless Series is available at SteelSeries.com and select retailers around the world for the following MSRP:
  • Arctis Nova 3P/3X Wireless – UK £99.99 | NA $109.99 | EMEA €109.99 | APAC $109.99
  • Arctis App – Free Download on the Google Play Store and the Apple App Store

New Irish business AgeLess unveils affordable metabolic age testing and data-led longevity solutions

AgeLess is a new Irish business operated by siblings, Daniel & Elizabeth O’Mahony. With over twenty years’ experience in the property and investment industries, the pair combined their business acumen with their passion for health and wellbeing to bring AgeLess to life for clients
AgeLess was created to make longevity testing accessible to the masses by offering affordable tests starting from just €80. These tests enable clients to take control of their health, empowering them with the raw data they need to maximise life longevity. Knowledge is the currency of the 21st century and what could be more valuable than knowledge about one’s own health trajectory.
So, what exactly is Longevity?
Longevity isn’t just about living longer—it’s about living better. For those new to this space, VO₂ max and RMR testing provide clients with a deeper understanding of their fitness and metabolism. Once reserved for elite level athletes it is now widely recommended for everyone to test their VO₂ max annually at the very least. The higher a VO₂ max result, the more efficiently heart and lungs deliver oxygen to working muscles—and the more resilient one is against age-related decline.
The longevity industry as a whole is growing on a global level. With sports stars such as David Beckham, Tour de France Winner Chris Froome and Ultra Endurance Athlete Killian Jornet all fans of the VO₂ max test, reaffirming it as the gold standard test worldwide in predicting life longevity, with higher levels linked to lower mortality risks. However, elite athletes are not the only people who can benefit from longevity testing, with celebrities such as The Kardashians having previously discussed testing for their “biological ages” on their TV show also.
So, how does AgeLess work?
The tests on offer at AgeLess give clients the chance to discover their biological age, getting a view of health trajectory for years to come. Performing these tests and knowing personalised data is the key to unlocking longevity. There are three options available to clients at the new Sandyford premises, which include:
  • VO₂ Max Assessment & Performance Analysis: The AgeLess VO₂ Max test measures a client’s maximum oxygen uptake, providing a gold-standard assessment of cardiovascular fitness, endurance capacity and is the greatest predictor of longevity. By analysing how efficiently a client’s body utilises oxygen during exercise, this test helps optimise training, track progress, enhance performance and get key insights into the next steps on a client’s longevity journey. Whether a client is an athlete looking to maximise efficiency or simply aiming to improve overall long-term health, a VO₂ Max test offers valuable data needed to reach health milestones. Priced at €110.
  • Resting Metabolic Rate (RMR) Analysis: The AgeLess Resting Metabolic Rate (RMR) test provides a precise measurement of how many calories a client’s body burns at rest, giving essential insights into metabolism. This data helps tailor a client’s nutrition and training plan for optimal weight management, athletic performance, and overall health. Using advanced metabolic analysis, the team at AgeLess determines each client’s unique energy needs, helping them to make informed decisions about calorie intake and lifestyle adjustments. Whether your goal is weight loss, muscle gain, or improving performance, an RMR test is the key to unlocking a personalised and science-backed approach to health. Priced at €80.
  • Longevity Bundle – VO₂ Max Testing & RMR: The longevity bundle combines the Resting Metabolic Rate (RMR) and VO₂ Max tests for a comprehensive analysis of a client’s metabolism and cardiovascular health. This dual assessment provides a complete picture of how a client’s body burns calories at rest and during exertion, helping clients fine-tune their nutrition, training, and lifestyle for long-term health, longevity, and peak performance. Whether clients are focused on weight management, athletic performance, or simply enhancing overall well-being, this bundle delivers personalised data needed to make informed, science-backed decisions. Priced at €150.
The data collected enables clients to embrace and enjoy exercise rather than fear it. For example, it allows clients to see how long they will be able to perform physical activities of varying intensity levels. From tennis to golf to marathon training, there’s an ideal level and path for every activity, and the results from the tests at AgeLess help clients understand how to maximise their health so they can keep doing what they love for as long as possible.
On the launch of AgeLess, Daniel O’Mahony, co-founder, says “Longevity, health and fitness is a huge passion of mine. Like many millennials I spent a lot of my twenties not thinking about long-term health. However, in recent years I started taking exercise more seriously and became an avid runner. I have now run dozens of marathons and ultra marathons, including some of the most challenging in the world. I took part in the Marathon des Sables in 2021. It’s 250km across the Sahara Desert over six days, and a real endurance test and I was delighted to finish in the top 100. Taking inspiration from my personal fitness journey into my career just made sense. Looking at how understanding health trajectory earlier can ultimately impact our lifespan or even quality of life, it was surprising to me that people weren’t more invested in finding out more about their long-term health, but the tools aren’t readily available. AgeLess fills that gap with assessments that are easy for the client to take part in.”
Fellow AgeLess co-founder, Elizabeth O’Mahony, says “Like Daniel, thinking about health long-term isn’t something most of us do when we’re a bit younger, but becoming a parent I became increasingly aware of my own health and wellbeing. Myself, my husband and two kids like to keep active as a family. While weekends are generally busy with the kids activities we like to get outdoors as a family and in particular go for a hike, and of course, Ireland is a great place to live with endless options for trails to explore. When it comes to AgeLess, I wanted to combine my own business experience with my growing interest in longevity. Daniel and I have worked together in our family business for many years, so diving into a new venture together that includes a shared interest was a no brainer. I think it’s important to create awareness that an understanding of health and longevity is for everyone, not just athletes but for people of all ages and fitness levels, including busy mums like myself. I recently began running and I am looking forward to taking part in the woman’s VHI 10km for the first time this year. Understanding our own health and how to maximise personal capabilities is personal futureproofing and something we are excited to offer at AgeLess.”
AgeLess is mainstreaming longevity testing and making it accessible and transparent for clients. Following the easy to understand yet detailed results, AgeLess recommends partner personal trainers, nutritionists and physiotherapists tailored to the client’s needs. The business is rooted in preventative healthcare at a time when people are looking to live long and age strong.
For more information about AgeLess or to book an appointment, please visit www.AgeLessvo2.ie.

Klohn Crippen Berger Taps Ireland for European Expansion

Klohn Crippen Berger (KCB), a global engineering consulting firm is pleased to announce its expansion into Ireland with the opening of an office in Naas. The office will support KCB’s existing presence in Europe, serving mining clients in Ireland and its surrounding jurisdictions. 

Headquartered in Vancouver, Canada, with offices in ten countries, KCB provides engineering, geosciences, and environmental services for clients in the hydropower, mining, transportation, energy, and infrastructure sectors. KCB aims to establish a multidisciplinary consulting business in Ireland. The initial focus will be on building out its mining team with qualified professionals in geotechnical engineering, engineering geology, hydrology, hydrogeology, and geochemistry.

This project is supported by the Irish Government through IDA Ireland.

Minister for Enterprise, Tourism & Employment Peter Burke TD said “I warmly welcome Klohn Crippen Berger’s decision to establish its new European office in Naas. This investment is another strong endorsement of Ireland’s reputation as a hub for engineering excellence and innovation. KCB’s presence will not only enhance our capabilities in the engineering and environmental consultancy sectors, it will also create high-value employment opportunities for skilled professionals. The Government, through IDA Ireland, is committed to supporting companies like KCB as they grow and thrive in our dynamic business environment. I wish the KCB team in Kildare the very best for the future.”

Ryan Douglas, KCB President & CEO stated: “KCB’s strategic focus is increasing our geographic reach and growing our global workforce across all our key regions, delivering innovative solutions to clients in the hydropower, transportation, and mining sectors. The establishment of our Ireland office in Naas marks a significant milestone in our 75-year history and specifically for our European growth strategy. As KCB continues to evolve with the industry, our unwavering focus on excellence, innovation, and sustainability remains central to our identity as a trusted partner to clients and an employer of choice for top talent.”

Brian Keenan, KCB Ireland Lead said: “The introduction of KCB into Ireland provides high-quality resources to aid in its mining sector transformation. KCB leverages its long-standing experience, company values and exceptional technical standards to meet the needs of clients in Ireland and Europe.”

CEO of IDA Ireland Michael Lohan said: ““IDA Ireland is pleased to welcome Klohn Crippen Berger to Ireland.  The company’s decision to locate in Naas highlights the value of Ireland as a strategic location from which organisations can serve Europe and the rest of the world. We look forward to partnering with KCB to support their future growth and development here.”

Sky Glass Air, the newest addition to Sky’s TV range

Sky has unveiled Sky Glass Air, the smarter TV for a smarter price. The stylish new TV comes with vibrant 4K picture quality, Dolby Audio, voice control, and Sky built in, all streamed over Wi-Fi, with no dish or box required. Designed to make Sky’s entertainment experience accessible to more households and for those wanting Sky TV in more rooms, Glass Air is available to buy from just €8/month (on 48-month interest free credit-sale agreement) with a Sky TV subscription from €18 a month for 12 months for new customers*, when it goes on sale Tuesday 10th June.
With a Sky Essential TV subscription starting from €18/month for new customers, which includes Sky Atlantic, Netflix, and discovery+, TV fans can enjoy a wide variety of entertainment along with the smart Sky Glass Air TV experience from €26/month.
Sky Glass Air runs on Sky OS, the smart software that powers Sky Glass Gen 2 and Sky Stream, making it a great option for a second TV in the home for existing customers.
4K picture meets Dolby Audio
 With a 4K HDR Quantum Dot screen, Sky Glass Air delivers a vibrant picture packed full of colour. Global dimming and contrast enhancement automatically adjust the display for sharp, true-to-life visuals, combined with a Dolby Audio speaker system for rich sound. The TV intelligently adapts to what’s on screen, bringing out the best in every moment, whether watching the latest series of The Last of Us or a nail-biting Premier League match.
Simple set up and sleek design
Available in three stylish colours – Sea Green, Carbon Grey, and Cotton White – and three sizes, 43”, 55”, and 65”, Air’s sleek design, slim frame and colour-matched remote and stand complement any room. It’s quick and easy to set up, with no tools required, it can simply be lifted onto the stand included in the box. It’s also compatible with universal wall mounts, as well as Sky’s own.
Caroline Donnellan, Marketing & Brand Director of Sky & NOW said, “With the launch of Sky Glass Air, we’re bringing the Sky TV experience to even more households in Ireland. Combining an elegant design, superb picture quality and rich sound from just €8 a month, Sky Glass Air is our smarter TV for a smarter price. It’s about giving our customers their favourite content with greater flexibility, without compromising on the quality our customers expect from Sky.”
Sky OS: The smartest way to watch
Sky OS does the hard work by bringing together entertainment from Sky and all the popular apps in one place, helping TV fans get to what they want to watch, faster.  And it keeps getting smarter, with regular updates and new features added.
With hands-free voice control, simply say “Hello Sky…” to turn on the TV, search for shows or genres from Sky and apps, adjust volume, add to Playlist and much more.
Sky OS learns what viewers like to watch, curating collections of the best entertainment based on viewing habits, so there’s always something new to enjoy. There are now 30 more genre rails on the homepage, which are personalised based on watch history and bring together suggestions of what to watch across Sky content, apps and channels. With collections including Hilarious sitcoms, Thrilling action movies, and Suspenseful crime drama, there’s something for everyone.
With personal Playlists, viewers can save all their favourites from Sky, live TV and apps in one place, ready to watch later. Plus, the Continue Watching rail allows customers to quickly pick up where they left off, whatever channel or app their show is on.
Premium entertainment for less
Sky Glass Air is available from just €8/month for the 43”, €12.50 for the 55” and €15.50 for the 65” on 48-month interest free credit-sale agreement. New customers can combine it with Sky Essential TV (€18/month for 12 months), to enjoy top-rated shows from Sky, Netflix, and discovery+, all on a smart new TV from just €26/month*.
Sky Essential TV offers customers a taste of Sky for an affordable price, with over 70 channels including Sky Atlantic, home to The Last of Us and Sweetpea, plus Netflix smash-hits like Stranger Things and Squid Game, and discovery+ for a wealth of reality shows, documentaries and adventure.
For those who want unlimited entertainment, upgrade to Sky Ultimate TV for an extra €7/month**, unlocking even more channels including Sky Max, Sky Comedy, Sky Documentaries, Sky Crime, Sky History, Sky Showcase, plus many more.
More choice for every home
Sky Glass Air expands the Sky Glass range, giving customers more ways to enjoy Sky’s award-winning entertainment experience in any room. Whether it’s the centrepiece of the living room, a second screen in the bedroom, or a stylish setup for renters, Glass Air offers premium design and performance at an incredibly accessible price.
Air joins the recently launched Sky Glass Gen 2, which offers the ultimate picture and sound experience, with a brighter 4K HDR screen and an enhanced seven-speaker Dolby Atmos® sound system built in, from €16/month.
Together, Sky Glass Air, Sky Glass Gen 2 and Sky Stream create a flexible family of products that work seamlessly together, or standalone, giving customers choice to suit every room and budget.
The new Sky Glass Air will be available to buy at Sky.com/ie, Sky stores and via Sky’s call centres from 10th June. It will also be on sale in Currys stores later in June.

SIRO has announced the rollout of its full fibre network in Sandyford, Dublin.

SIRO, Ireland’s leading 100% fibre broadband network operator, has announced the rollout of its full fibre network in Sandyford, Dublin.

SIRO’s fibre to the premise network will be available to over 2,300 premises – residential and businesses – within the Sandyford area. To date about half of this number of premises can already access SIRO’s network, with the rollout on track to be completed by the end of June. This will deliver future-proofed, reliable and fast broadband to homes and businesses in the area. SIRO’s broadband network provides up to 2 Gigabits for homes and up to 10 Gigabits for business.

SIRO’s rollout represents a large investment in digital infrastructure in Sandyford – one of Dublin’s growing and most vibrant residential and commercial districts.

Sandyford is a thriving commercial centre with more than 1,000 Irish and international companies employing over 6,000 people directly. In parallel, Sandyford’s residential footprint is also growing rapidly, with several new housing developments and an expanding population of over 6,000 residents. Both the number of homes and businesses based in Sandyford is expected to increase further in the coming years. The arrival of SIRO’s future proofed full fibre network marks a timely addition to the area’s infrastructure and overall future development.

Areas included in the SIRO rollout in Sandyford include (but are not limited to) The Edges, Beacon South Quarter, The Cubes, The Forum, Carmanhall Court, The Maple, The Arcs, Beacon One, Time Place, South Central, and The Points.

The Sandyford deployment is part of SIRO’s wider expansion across South Dublin, where the company has invested significantly to bring full fibre broadband to high need, high-demand areas, stretching from Shankill to Stillorgan.

To date, SIRO’s national network has reached more than 650,000 premises across 143 towns and cities, as part of its €1 billion investment. The company is on track to pass over 700,000 premises by 2026, helping to future-proof communities right across Ireland.

Speaking at the launch of SIRO’s network in Sandyford, Minister of State for International Development and Diaspora (and T.D. for the area) Neale Richmond noted:

“The rollout of 100% fibre broadband for Sandyford is a fantastic development and one which demonstrates the dynamic growth prospects for the Sandyford area. This investment in digital infrastructure paves the way for Sandyford to really develop as a future proofed hub for business and families in the area.

SIRO Chief Executive Officer, John Keaney commented:

“Sandyford is a dynamic and growing area, with a strong mix of residential, business and retail. The area has grown significantly in recent years with ambitious plans for further growth.

“By bringing SIRO’s 100% fibre broadband network here, we are ensuring that this community has access to the digital connectivity it needs today and into the future. Whether it’s for remote work, business operations, or home entertainment, our network offers fast, reliable broadband that supports modern living.”

Sandyford Business District CEO Ger Corbett commenting on SIRO’s fibre broadband network in the district noted:

“The transition to high-speed broadband in Sandyford Business District is a gamechanger as the benefit to homes and businesses in the area will be immense, enhancing connectivity, boosting efficiency, and supporting long-term productivity.

“The investment in fibre broadband aligns with SBD’s core goals of innovation and future-proofing the district, ensuring it remains a competitive and dynamic hub for decades to come.”

Woodie’s expand online product range by thousands through Virtualstock partnership

 Woodie’s, Ireland’s leading DIY, Home and Garden retailer, has partnered with Virtualstock, the range extension platform, to scale its online product offering and deliver a richer customer experience. The collaboration has already seen Woodie’s expand its product range by 10% in the first quarter since going live, with a further 10,000 products set to go live in the coming months.

By integrating Virtualstock’s user-friendly dropshipping and supplier management tools, Woodie’s can now onboard suppliers faster and more efficiently, cutting time to market whilst increasing choice. The partnership is central to Woodie’s ambition to lead in omni-channel retail, offering customers an even wider selection of products both online and in-store.

Customers are already seeing the benefits with hundreds more orders processed each month, improved returns via Drop2Shop integration and easier access to new product categories. The returns process is also more convenient, with customers now able to return online purchases via QR code at any of Woodie’s 35+ stores nationwide, enhancing the post-purchase journey and brand loyalty.

“At Woodie’s, our mission is to be Ireland’s leading omni-channel DIY, Home and Garden retailer,” said Damien Dwyer, CEO, Woodie’s. “Our partnership with Virtualstock is a key part of that journey, enabling us to rapidly expand our product catalogue and offer customers more choice and flexibility than ever before. Virtualstock also allows us to bring new products and brands to market quickly, helping us stay ahead in delivering the variety and convenience our customers expect as market leaders.”

Ed Bradley, CEO, Virtualstock, added, “People are shopping online more than ever before – Ireland leads this trend, with 96% of internet users making online purchases last year. Purchasing home, furniture, and garden accessories online is on the rise. We want Woodie’s to be able to capitalise on that – giving them the tools to stay one step ahead of shifting demand.

Woodie’s has experienced an impressive 10% range uplift in the first quarter, and there’s lots more where that came from. Strategic range expansion is the fastest, smartest way to meet customer demand without overextending operations, and it’s a clear example of how smart technology can unlock scalable growth.”

Woodie’s is the latest in a growing cohort of major retailers investing in technology-first range expansion. With demand shifting fast and consumer confidence still recovering, giving customers more choice, without the stock risk, has become a strategic imperative.

The Evolution of the Software-Defined Vehicle

It wasn’t that long ago that people wondered “just what is a software-defined vehicle?” The idea of an SDV felt like science fiction—a car that could improve itself after it left the factory, evolve based on its environment, and offer entirely new experiences without a trip to the dealership. For real? 

In just over a decade, SDVs have transitioned from cutting-edge concepts to production realities. Since their early debut, the technology and features that define these vehicles have undergone significant transformation, reshaping the automotive industry from the inside out.

This article explores how SDV capabilities have expanded since their initial rollout, what improvements have been made, and what it means for drivers and manufacturers alike.

The Early Days: Limited Scope, High Potential

The first generation of software-defined vehicles emerged in the early 2010s. Tesla was the early torchbearer, demonstrating that a vehicle’s behavior could be altered remotely through over-the-air (OTA) updates. Owners were stunned—and thrilled—to wake up to new driving modes, range enhancements, and autopilot tweaks delivered digitally, just like a phone update.

Back then, however, SDVs were still tightly bound to traditional hardware configurations. A handful of electronic control units (ECUs) might be updated, and only select models had the connectivity or architecture to support meaningful changes post-sale. Features were often basic: minor performance boosts, infotainment adjustments, and bug fixes.

From ECUs to Centralized Brains

Since then, SDVs have made a dramatic architectural shift. Early vehicles relied on dozens of independent ECUs to control everything from climate systems to engine performance. These systems couldn’t easily communicate with one another, and their software was deeply intertwined with specific hardware components.

Today, leading SDVs have centralized computing platforms—essentially high-powered automotive supercomputers—that coordinate the entire vehicle ecosystem. One of the biggest advancements has been the separation of hardware from software through virtualization and abstraction layers. This means updates are no longer limited to infotainment or navigation systems; now, everything from braking algorithms to battery management software can be refined and optimized long after the vehicle rolls off the line.

Centralization has also opened the door to richer data gathering, smoother feature integration, and improved diagnostics. The car isn’t just running on software; it’s learning, adapting, and optimizing with every mile.

From Gimmicks to Game-Changers

With their debut, SDV features felt more like novelty add-ons. Today, they’re central to the driving experience. OTA updates now routinely deliver:

  • Advanced Driver Assistance Systems (ADAS): Lane centering, highway autopilot, traffic-aware cruise control, and more can be added or refined after purchase.

  • Personalization: User profiles, biometric access, and behavior-adaptive interfaces have become standard in high-end SDVs.

  • Energy Efficiency Improvements: EV battery performance and charging behavior are optimized in real time via software updates, extending range and reducing wear.

  • Subscription-Based Upgrades: Features like heated seats, enhanced navigation, or parking assist can be “unlocked” after purchase, allowing consumers to pay for what they use.

The jump in complexity and quality over the last decade is staggering. What began as infotainment polish has evolved into the dynamic control of nearly every system in the car.

Connectivity and Ecosystem Integration

One of the biggest transformations is how well-connected SDVs have become—not just internally, but as part of a broader digital ecosystem.

Early SDVs had rudimentary LTE or 3G connections for navigation or software patches. Today’s vehicles come equipped with 5G connectivity and vehicle-to-everything (V2X) communication capabilities. Cars can now:

  • Communicate with infrastructure to anticipate traffic light changes

  • Share hazard alerts with nearby vehicles

  • Optimize routing based on real-time road and weather conditions

Moreover, SDVs are increasingly integrated with users’ digital lives. Calendar syncing, remote climate control via smartphone apps, voice assistant compatibility, and even smart home integrations are common. The car is now part of a seamless digital lifestyle.

AI and Autonomy: Real-Time Adaptation

Artificial intelligence is a driving force in the SDV evolution. What started as basic automation has grown into real-time decision-making powered by AI and machine learning.

Today’s SDVs use AI to:

  • Recognize and respond to road signs, lane markings, and pedestrians

  • Predict driver preferences and adjust cabin settings automatically

  • Identify mechanical wear patterns and recommend preventative maintenance

  • Analyze sensor data for semi-autonomous navigation and parking

The combination of edge computing and cloud processing allows SDVs to make smart, real-time decisions—both to enhance safety and to elevate user experience.

Manufacturing and Business Model Disruption

Perhaps one of the most surprising areas of SDV evolution is how it has upended traditional automotive business models. In the past, a car’s value depreciated rapidly after purchase. Today, SDVs offer a new path: value creation through continuous updates and new services.

Manufacturers now treat the vehicle as a software platform that generates revenue long after the initial sale. Subscription models, feature unlocks, and performance packages can be rolled out remotely. This is a profound change—not just in how cars are sold, but in how automakers structure their organizations and revenue streams.

What’s Next?

The pace of innovation in SDVs shows no signs of slowing. In the coming years, we can expect:

  • Greater modularity, allowing drivers to upgrade software packages based on seasonal needs, usage patterns, or travel plans.

  • Enhanced autonomy, as real-world driving data continues to train AI algorithms across millions of vehicles.

  • More open ecosystems, where apps, third-party services, and personal digital assistants work natively with in-car systems.

The dream of a vehicle that evolves with its owner is no longer futuristic—it’s happening now. And the SDV’s journey, from novelty to necessity, has only just begun.

The software-defined vehicle has rapidly progressed from an experimental concept into a mainstream, must-have innovation. Its evolution has touched every corner of automotive design and usage—from architecture to ownership experience—redefining what it means to drive in the 21st century.