Author: Jim O Brien/CEO

CEO and expert in transport and Mobile tech. A fan 20 years, mobile consultant, Nokia Mobile expert, Former Nokia/Microsoft VIP,Multiple forum tech supporter with worldwide top ranking,Working in the background on mobile technology, Weekly radio show, Featured on the RTE consumer show, Cavan TV and on TRT WORLD. Award winning Technology reviewer and blogger. Security and logisitcs Professional.

The Technologies Reshaping The Online Casino Industry In 2025

The online casino industry has seen a massive transformation over the past decade, but in 2025, it’s reaching new heights, driven by a range of emerging technologies. From artificial intelligence to blockchain and immersive experiences, these innovations are redefining how players engage with online gambling platforms. With insight from Oreels, here are the key technologies revolutionising the online casino space in 2025.

Artificial Intelligence (AI) and Machine Learning

AI has become an integral part of the online casino experience. In 2025, it’s not just about chatbots and customer service anymore—AI is deeply embedded in player personalisation, fraud prevention, and game development. Advanced algorithms analyse player behaviour in real-time, providing personalised game recommendations, dynamic bonuses, and even proactive responsible gambling interventions. Machine learning models also ensure game fairness and detect suspicious activity, creating a safer and more engaging environment.

Blockchain and Cryptocurrency Integration

Blockchain technology has moved from being a buzzword to a backbone for many online casinos. Decentralised ledgers are enabling provably fair games, where players can verify the integrity of each outcome. Additionally, cryptocurrency payments are now the norm rather than the exception, offering faster transactions, lower fees, and increased privacy for players worldwide.

Virtual Reality (VR) and Augmented Reality (AR)

Immersive gaming experiences are a major trend in 2025. Online casinos are leveraging VR and AR to create virtual casino floors that mimic the excitement of physical venues. Players can put on a VR headset and enter a realistic casino environment, complete with live dealers and social interactions. Meanwhile, AR is bringing games to life on mobile devices, blending real-world and digital elements for an unprecedented gaming experience.

5G and Cloud Gaming

The widespread adoption of 5G networks and cloud gaming infrastructure has transformed how players access online casinos. Lightning-fast connections and low latency ensure seamless gameplay, even for data-intensive VR experiences. Cloud gaming platforms allow players to access high-quality games without the need for expensive hardware, broadening the audience for online casinos.

Gamification and Enhanced Social Features

Gamification has evolved far beyond simple leaderboards and badges. In 2025, online casinos are incorporating complex missions, narrative-driven gameplay, and social challenges that keep players engaged for longer. Integrated social features, like live chat, multiplayer tournaments, and community events, are also central to the experience, turning online gambling into a vibrant and interactive community.

Final Thoughts

As 2025 unfolds, the online casino industry is experiencing a technological renaissance. With AI personalisation, blockchain-backed security, immersive VR and AR experiences, 5G connectivity, and deep social integration, online casinos are offering players a more secure, dynamic, and engaging experience than ever before. These innovations aren’t just reshaping the games—they’re reshaping the very nature of online gambling itself.

 

Online Anonymity in 2025: How Proxies and VPNs Keep You Secure and Hidden

Every tap, every swipe, every app you open — it all leaves a trace. In 2025, your digital fingerprint is more than metadata. It’s currency. Advertisers, data brokers, and yes, even malicious actors, track where you’ve been and what you’ve done online. That’s where anonymity tools like proxies and VPNs come in.

Used right, these tools let you vanish in plain sight. And sometimes, they’re essential just to use your favorite apps. For example, if you’re in a region where restrictions apply, a proxy for WhatsApp helps bypass blocks without raising red flags.

But how do proxies work compared to VPNs? Are they secure? Let’s get into the details — without the tech jargon overload.

Proxy vs VPN: Same Goal, Different Routes

Both proxies and VPNs hide your real IP address. That’s the basic idea. But the way they do it — and what else they offer — varies quite a bit.

Proxies

A proxy server acts as a middleman. You request a website. The proxy grabs it for you and forwards it to your device. The site only sees the proxy’s IP, not yours. There are different types:

  • HTTP proxies: Only work for websites (not apps).
  • SOCKS5 proxies: More versatile, can handle games, torrents, apps.
  • Transparent proxies: Often used by employers or schools for content filtering.

VPNs

A VPN (Virtual Private Network) tunnels all your internet traffic through an encrypted connection. Unlike most proxies, VPNs cover every app, every tab, every byte.

What makes VPNs powerful:

  • Full-device encryption.
  • Stronger privacy for public Wi-Fi use.
  • Often include features like DNS leak protection, kill switches, and anti-tracking tools.

Still, proxies have their strengths, especially when you only need to mask your IP for a single app or task, without slowing down your whole device.

When Do You Actually Need These Tools?

You don’t need to be Edward Snowden to justify wanting privacy. Here’s when VPNs or proxies are more than just helpful — they’re essential.

Everyday Use Cases

  • Accessing region-locked content: Some platforms show different stuff depending on where you are.
  • Working remotely: Need to access tools that are only available in your company’s country or on a secure IP list.
  • Securing public Wi-Fi: Cafes, airports, hotels — all risky without encryption.
  • Social media messaging: In certain countries, apps like WhatsApp or Telegram may be blocked.

Specific Scenarios

  • SEO and scraping: Use proxies to pull data from search engines without getting blacklisted.
  • Ad verification: Ensure your ads are shown as intended in different geos.
  • Price comparison and automation: Masked IPs help avoid fake price hikes or usage limits.

No matter the case, the right setup gives you control back over your digital footprint.

Pros and Cons: What You Should Know

Let’s break it down so it’s not just a buzzword comparison.

Comparison Table: Proxy vs VPN

Feature Proxy VPN
Speed Lightweight and fast May slow down your connection
Scope App-specific Full-device
Security Limited encryption Encrypts all traffic
Ease of Use Requires manual setup One-click apps, user-friendly
Cost Cheap, scalable for bulk use Varies; often higher for quality service
Leak Risks DNS/WebRTC leaks possible if misconfigured Usually protected with DNS leak tools
Versatility Best for single-purpose tasks Great for general privacy and public Wi-Fi
Blocking Risk Less likely to be blocked Some services block known VPN IPs
Anonymity Level Moderate Stronger privacy and anonymity

This table helps visualize key differences at a glance. Choose the tool that aligns with how you browse, what you access, and how much privacy you want.

How to Choose Between a Proxy and VPN

Choosing the right tool depends on your specific needs. Start by thinking about what you’re using it for. If you’re mainly unblocking streaming services or using messaging apps, a proxy usually does the job well and doesn’t slow things down. On the other hand, if you’re logging into sensitive accounts or browsing on public Wi-Fi, a VPN gives you stronger encryption and peace of mind.

Budget also plays a role. Proxies are generally more affordable and easy to scale for teams or automation-heavy workflows. VPNs tend to cost more, but the added security may be worth it if you’re handling personal or business-critical data.

Now, think about your comfort level with tech. VPNs are typically easier for beginners — most offer apps you just turn on. Proxies often need manual setup and a bit of tinkering, but they offer more flexibility for advanced tasks like SEO tools, sneaker bots, or ad testing.

Speed is another factor. Since proxies don’t encrypt your traffic, they’re often faster. That’s handy for streaming, gaming, or scraping large datasets. VPNs can be slower due to encryption, though premium providers minimize this.

Finally, consider how private you need to be. If you’re after complete anonymity and don’t want your ISP or any third party seeing what you’re doing, a VPN is the safer choice.

Some experienced users even combine both: running a proxy inside a VPN tunnel to layer speed with encryption. Just know what each part is doing — and why — before you stack them.

Common Mistakes to Avoid

Even the best tools won’t help if you misuse them. Here are a few common slip-ups:

  • Not checking DNS leaks: Use tools to test if your real DNS is exposed.
  • Using free services: You’re the product. Avoid freebies unless you like being tracked.
  • Ignoring app-specific settings: Some apps bypass system settings. WhatsApp or Zoom, for instance, may still leak info.
  • No kill switch: If your VPN drops, your IP might leak. Make sure that feature is turned on.

Spend 5 extra minutes configuring things right. Saves you hours of regret later.

Who Should Absolutely Be Using These Tools

Still unsure if this applies to you? Here’s a quick rundown.

  • Freelancers and digital nomads: You travel, but your accounts don’t have to look suspicious.
  • Remote workers: Protect sensitive logins and data.
  • Crypto traders: Security is everything.
  • Marketing professionals: Run multiple accounts, check SERPs, test geo-ads.
  • Everyday users: If you value privacy even a little, it’s worth the switch.

Final Thoughts

Anonymity online isn’t about being shady. It’s about safety. In an era of mass data collection, the choice to be invisible should be yours — not a luxury, not a workaround.

Whether you go for a VPN or choose a proxy for WhatsApp, remember that no tool is magic. The best defense? A mix of the right tech and smart habits.

So, update your setup. Check your permissions. And stop giving your data away for free.

Deliveroo launches drone deliveries in Dublin

Deliveroo, the on-demand delivery platform, has today launched drone deliveries in Dublin, Ireland.  Through a new partnership with Manna, an established global drone delivery operator, the service is designed to support Deliveroo’s continuous mission to improve the customer experience.
The innovative service is based in Blanchardstown, Dublin 15, with Deliveroo conducting a test phase over the coming weeks. Deliveroo will use the initial weeks to assess how drones can help serve suburban and harder to reach locations, with the ultimate aim of unlocking new customers through super-fast deliveries, complementing its extensive rider network.
Over the coming days, customers in a 3km radius of Blanchardstown will be able to order from leading local restaurants including Musashi, WOWBurger, Boojum and Elephant & Castle – flown to customers in as little as three minutes*. Deliveroo is aiming to expand the service to more restaurants and launch grocery and retail deliveries within the next six months.
In new imagery and a video released by Deliveroo today, a teal drone is seen making one of the first deliveries to a customer, with sushi from Musashi in tow. Whether it’s sushi for lunch, a Friday treat or a family gathering, the ambition is for Deliveroo’s drones to ensure orders arrive at peak freshness.
By bypassing road traffic, drone deliveries can significantly cut wait times and reduce emissions, offering a faster and more sustainable alternative to traditional delivery methods, particularly suited to suburban locations where Deliveroo is looking to increase its presence. The objective is also for Deliveroo drone deliveries to support participating merchants in growing their sales by appealing to and reaching new customers, complementing Deliveroo’s existing delivery network.
Drones will be deployed from Manna’s local delivery hub, flying at speeds of up to 80 km/h with a flight time of as little as three minutes. Upon arrival, the drone hovers and gently lowers the food to the ground via a secure, biodegradable tether, ensuring a seamless and contact-free delivery experience.
Deliveroo is excited by the prospect of expanding the service to its other markets, subject to the benefits to consumer experience, following the launch in Ireland, alongside regulatory evolution in other markets. The company welcomes the UK Government’s £20 million investment to advance commercial drone operations and bring this technology closer to reality for UK consumers.
Carlo Mocci, Chief Business Officer at Deliveroo said: “Our mission is to bring local neighbourhood favourites to as many people’s doors as possible, and constantly raise the bar on the experience and service we provide – so I’m thrilled to launch drone deliveries in Dublin today. 
“We’re excited to explore how drones can help us reach new customers, complementing our existing rider model and if successful, the prospect of expanding drone deliveries across Ireland and into other markets.”
Bobby Healy, CEO and Founder of Manna Air Delivery said: “Air delivery is fast, clean, and safe, offering a new avenue for local businesses to reach more consumers. Manna Air Delivery is proud to partner with Deliveroo, a platform trusted by top local restaurants and eateries, to bring this innovative delivery experience to customers.”
Bill Lang, owner of Musashi said: “We have been serving up authentic sushi for years but never thought we’d see it in the sky, delivered to peoples’ doorsteps by drone. Musashi is delighted to extend our partnership with Deliveroo to drone deliveries, helping us to reach even more customers in the Blanchardstown area.”
Manna, which has already completed over 170,000 delivery flights in Dublin 15 and holds full regulatory approvals, will operate the drones. Each drone is equipped with advanced safety features, including backup systems and a parachute, and is continuously monitored by a dedicated dispatcher throughout its flight.
Eligible customers within the correct radius will need to validate their address via the app before it confirms a suitable pin location for a safe drop off, typically a driveway, front or back garden. Once an order is placed, they will be able to track the delivery as usual and will be notified when the drone is nearby so they can receive the order.

Esports World Cup Foundation and Amazon Announce Strategic Collaboration

The Esports World Cup Foundation (EWCF) today announced a strategic three-year collaboration with Amazon Ads that will combine the Esports World Cup’s (EWC) premier esports and gaming event, returning to Riyadh, Saudi Arabia, from July 7 to August 24, with Amazon’s full-funnel advertising and entertainment services to deliver unprecedented fan experiences and expand the tournament’s global reach.

Building on the success of their 2024 collaboration at the inaugural Esports World Cup, which featured the launch of the Esports World Cup Hub on Amazon.sa and Amazon.ae, the expanded agreement will unlock new fan experiences across Twitch, Prime Video, Alexa, and Wondery, and introduce custom branded activations that inspire, connect and engage fans around the world with the action in Riyadh.

As part of the collaboration, EWCF and Amazon Ads will work together to extend the reach of the Esports World Cup across key locales, including the United States, Europe, Brazil, Mexico, the Middle East and North Africa, Turkey, India, and Canada. EWC content will be delivered to fans through live broadcasts on Twitch, an original docuseries on Prime Video, real-time voice integrations on Alexa, and immersive music-driven storytelling via Wondery. These initiatives aim to transform the way fans engage with esports as mainstream entertainment for a digital generation, from competition and storytelling to shopping and social interaction.

In addition to new audience experiences, the collaboration will offer new opportunities for brands to connect with the next-generation global esports audience through Amazon’s suite of advertising solutions. From exclusive content and custom executions to programmatic media and retail integration, creating a powerful storytelling environment that benefits players, Clubs, fans, and partners of the EWC.

“Esports is redefining how a new generation consumes entertainment – always on, always accessible, and deeply social,” said Mike McCabe, Chief Operating Officer, at the Esports World Cup Foundation. “With Amazon, we are bringing esports into everyday digital lives for millions of people around the world — whether you’re catching highlights on Prime, or a livestream on Twitch, or asking Alexa for updates – creating an immersive, multimedia experience that’s shaping its place in global culture.”

Rayan Karaky, Managing Director, EMEA & Southeast Asia at Amazon Ads, said,“ We are excited to continue our collaboration with EWCF to shape how Esports is experienced globally. Our collaboration will power immersive fan experiences across multiple touchpoints and create exceptional value for brands. Through our global services – Twitch, Prime Video, Alexa and Wondery – we will take world-class esports content from Saudi Arabia to the world. This initiative supports the Kingdom’s position as a world-leading esports hub, and the Vision 2030 ambition to be a leader in digital entertainment and technology.”

Returning to Riyadh, Saudi Arabia, from July 7 to August 24, 2025, the Esports World Cup Festival will unite gaming and esports communities for a global celebration of gaming and esports culture. With esports tournaments, live music, retro arcades, anime cafes, cosplay, creator studios, and more, the EWC Festival will offer millions of fans exclusive experiences celebrating their love of the game.

The Esports World Cup 2025 will feature 2,000 elite players and 200 Clubs from over 100 countries, competing in 25 tournaments across 24 games for a record-breaking $70+ million prize pool.

To learn more about EWC, visit esportsworldcup.com and follow Esports World Cup Foundation on LinkedIn.

Desire2 Supreme Dual Pivot 360 stand for laptops review

The Desire2 Supreme Dual Pivot 360 stand for laptops is an ideal piece of kit for home or the office which can in effect save your eyes and posture, I use a sit-stand desk at home which enables me to sit or stand and most of the time I stand as i find it better but with long hauls at the desk where I do reviews etc I often sit down.

This is where the Desire2 Supreme Dual Pivot can come in for you with the same kind of desk or a standard desk and it can move to virtually any position and rotate 360 degrees for your convenience.

This is a super robust stand with rubber footing and rubber protection on the plate where you tablet of laptop will reside when in use and will not budge at all.

The angles you can set this at is also excellent and makes way to have a second device at your fingertips if you have one and it makes life much easier with how this can be set up and used.

There is also airflow so your laptop or tablet can breathe and it can hold up to 6KG which is more than plenty and from 10-17.3 inch laptops and can be raised from 0-30cm.

This is an affordable must have in my eyes and check the video below for more.

 

Features 

Performance – Take Your Laptop to New Heights

The Desire2 Supreme Dual Pivot 360 is highly compatible and can support laptops from 10-17.3″ in size. It can hold up to 6KG and its increased elevation enhances cooling and airflow, leading to optimal laptop performance. Adjust the height from 0-30cm to find the perfect position.

Protection – The Best Posture for You and Your Laptop

This laptop stand provides extra protection for both you and your device. Equipped with silicone rubber pads, it holds your laptop securely without damaging it. The ergonomic design raises the laptop screen by up to 30cm, promoting good posture and reducing neck and eye strain..

PERFECTION – PREMIUM MATERIALS AND BUILD QUALITY

The premium aluminium alloy enhances minimalist desk setups, especially when paired with Apple products such as Macs, iMacs, and MacBooks. Ideal for home offices, work, and gaming.

QUALITY 

Backed by a 3-year warranty, the Desire2 Supreme Dual Pivot 360 is a product that is built to last.

BUY 

Other accessories reviews 

Video Review

 

Exploring the Top Features of Advanced Supply Chain Visibility Software

Is your business struggling to gain complete control over your supply chain? Are delays, inefficiencies, and unexpected disruptions keeping you from achieving peak performance? If so, it might be time to consider investing in advanced supply chain visibility software to bring clarity and control to your operations.

In today’s fast-paced logistics environment, real-time insights, automation, and data-driven decision-making are essential. That’s where supply chain software visibility becomes a game-changer. From real-time monitoring to predictive analytics and seamless data integration, modern supply chain visibility solutions are designed to optimize every link in the supply chain process.

Let’s dive into the key benefits and top features that make advanced supply chain visibility tools essential for modern businesses.

Key Benefits of Using Supply Chain Visibility Software

Improved Operational Efficiency

Advanced supply chain visibility solutions streamline end-to-end processes. By giving businesses real-time insights into their operations, companies can identify bottlenecks, reduce delays, and increase throughput. This leads to smoother workflows, improved productivity, and lower operational costs—making every step of the supply chain process more efficient.

Real-Time Tracking and Monitoring

One of the most valued features of supply chain visibility software is its ability to deliver real time supply chain visibility. Whether you’re monitoring shipments across borders or tracking inventory across multiple warehouses, real-time data empowers businesses to stay updated, anticipate challenges, and act promptly.

Enhanced Decision-Making

With real-time analytics and historical data at their fingertips, managers can make more informed decisions. This leads to better resource allocation, optimized routes, and effective demand planning. Intelligent decision-making is central to reducing errors, improving service levels, and enhancing customer satisfaction.

Increased Collaboration with Stakeholders

Modern supply chain visibility platform solutions include features that enhance communication with suppliers, carriers, and internal teams. Increased collaboration means fewer miscommunications, improved responsiveness, and a synchronized supply chain process from end to end.

Risk Management and Mitigation

The unpredictability of global logistics can introduce many risks. From weather disruptions to port strikes, supply chain visibility tools help businesses prepare and respond proactively. With automated alerts and predictive analytics, companies can mitigate disruptions before they escalate.

Top Features of Advanced Supply Chain Visibility Software

Real-Time Tracking and Monitoring

Today’s advanced supply chain visibility platform includes dynamic shipment tracking capabilities. These allow companies to track inventory, goods in transit, and resources across different locations in real time. This is crucial for reducing delays and ensuring accurate ETAs.

Real time supply chain visibility also allows companies to quickly identify issues like route deviations or customs holdups and take corrective action. It transforms reactive logistics into a proactive system that supports faster and more reliable deliveries.

Predictive Analytics and Forecasting

Thanks to AI and machine learning, modern systems now offer predictive analytics that forecast demand, identify potential disruptions, and recommend optimal inventory levels. This feature is especially important for managing seasonal trends, understanding customer behavior, and maintaining service levels.

Predictive tools not only improve planning but also reduce costs by minimizing overstocking or understocking. It allows organizations to move beyond real-time visibility and into a future-focused strategy that supports long-term growth.

Data Integration Across Multiple Platforms

Seamless integration with other enterprise systems like ERP, WMS, and TMS is a key feature of advanced supply chain visibility software. Data from various sources is consolidated to provide a unified view of the entire supply chain.

This supply chain software visibility ensures that all departments, from procurement to distribution, operate with the same real-time information. As a result, decisions are aligned, collaboration is enhanced, and performance improves across the board.

Supplier Collaboration Tools

Effective supply chain visibility solutions include collaboration portals and tools that facilitate communication with suppliers and partners. These platforms help standardize order processes, reduce data entry errors, and enhance transparency in supplier relationships.

By using supplier collaboration tools, businesses can streamline workflows, improve order accuracy, and shorten procurement cycles. These tools are essential for managing third-party risks and maintaining a robust supply chain process.

Automated Alerts and Notifications

Automated alerts play a crucial role in risk mitigation. Advanced supply chain visibility tools send notifications when exceptions occur—whether it’s a shipment delay, a missed pickup, or a customs clearance issue.

This feature helps businesses respond immediately, reduce downtime, and avoid costly disruptions. Automation in logistics isn’t just about saving time; it’s also about enhancing responsiveness and protecting your supply chain.

Automation is a growing trend across the industry, with leading logistics automation companies offering sophisticated tools to streamline workflows. Whether you’re handling automation logistics for warehouse operations or automation transport for delivery fleets, automation ensures accuracy and speed.

Mobile and Cloud-Based Accessibility

Cloud-based supply chain visibility software offers unmatched flexibility. Team members can access supply chain data from any device, anywhere in the world. This is particularly important for global businesses or companies with distributed teams.

A mobile-friendly platform means that managers and stakeholders can monitor updates, track shipments, and receive alerts on the go. This kind of remote accessibility is crucial in today’s agile, hybrid work environments.

Cloud solutions also provide better scalability and data security, ensuring your business remains competitive and compliant with evolving standards.

KPI Dashboards and Reporting

Advanced reporting features and customizable dashboards allow businesses to measure performance against specific goals. From delivery timelines to cost efficiency and customer satisfaction, KPI dashboards offer insights into every facet of the supply chain process.

Tracking these indicators helps companies identify improvement areas, benchmark performance, and set strategic goals. It also facilitates communication with stakeholders and ensures accountability throughout the organization.

These reporting tools are vital for maintaining visibility, making data-backed decisions, and optimizing logistics across the board.

Final Thoughts

In a world where speed, accuracy, and transparency define success, supply chain visibility software has become a must-have for businesses of all sizes. Whether you’re managing inventory, coordinating with suppliers, or tracking global shipments, advanced supply chain visibility solutions provide the tools you need to stay ahead.

From automation logistics and real time supply chain visibility to mobile access and predictive analytics, today’s platforms are transforming how companies manage their supply chains. With features designed to increase efficiency, enhance collaboration, and reduce risk, investing in the right supply chain visibility platform could be your best move yet.

 

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