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An award-winning customer experience agency based in Ireland, serving global brands

We help businesses to transform their organisational culture to live and breathe the customer experience.
Our award-winning CX agency has a tried and tested approach, based on 7 pillars of customer experience management that drives value and results.

Learn about our journey and how we help companies thrive…

Who are we?

In 2001, we were the first company in Ireland to specialise in measuring the voice of the customer. Since then, mastering customer experience has been our sole focus. Our customer experience agency has grown to cover all aspects of CX from strategy, design and build to implementation and measurement.

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What makes W5 a leading customer experience agency?
As a leading customer experience agency, we believe that CX is the means to connect with customers - and that connection is powerful. It’s an opportunity to be personal, to personalise, to add value, and bring a human dimension.


Connection and value creation is what enables organisations to prosper and drive sustainable growth.


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We know that customer experience must be consistent. We use systems and devise frameworks to get all parts of the organisation working together to bring experiences alive, consistently. W5 supports knowledge transfer, so by working with our agency, organisations develop the competencies needed for customer-centric success. This is what drives us.

How W5 works with businesses

See us a catalyst for transformation and incremental value creation.

We help businesses to: 

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Expedite change

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Influence behaviour

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Build muscle-capacity 

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Understand (and make) connections across your business ecosystem and assess progress

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Avoid missteps

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Tap into best practice


We go beyond silos, building capabilities and competencies to make customer-centricity a pillar of your success.

Our People

Want to see the people behind our approach to customer experience

transformation? Head over to our People page and meet the W5 Team.

Hear what our clients have to say

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"W5 streamlined and presented our customer feedback in an intuitive and easy to navigate format. This was key for eir Business as we needed all of our stakeholders to have our customers' feedback at the click of a button. W5 have delivered a terrific programme which continues to be rolled out at pace."

Liz Hickey

Head of Research & Insights, eir Business

“W5’s extensive experience in CX transformation strategy formulation and implementation was a key factor in the success of our customer-centricity work plan. Their process of stakeholder engagement through all stages of the process was very effective and the Customer-centricity summit was a real success in securing the senior management team ‘buy-in’ to the customer-centricity strategy. The CX audit is a key deliverable allowing us to track progress over time"

Terri McCarthy

Head of Customer Experience Insights and Analytics
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"W5 has helped us develop a customer-centric culture that is delivering significant benefits in terms of customer satisfaction, employee engagement and overall business performance. It has helped us put customer feedback at the heart of our improvement processes so that we are more able to exceed expectations."


Bernard Mooney

Customer Care Manager, Gas Networks Ireland
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"At Dublin Bus, our 128 million customers are at the heart of everything we do. This was reflected in the significant level of engagement from employees across the company in the CJM project. The project undertaken by W5 will allow us to become leaders in providing the best customer experience in public transport in Ireland."

Ray Coyne

Chief Executive, Dublin Bus

"This customer feedback project realised a huge amount of value for the business, especially from verbatim that before this project essentially lay untouched and unused. The insights presented by W5 made clear for us what the issues are for passengers and what we needed to do and, importantly, have provided us with an easy-to-use platform that allows us to track progress on these and emerging issues in the future”

Siobhan Murphy

Global Brand Research Manager, Norwegian

Join the team

If you’re a CX specialist or you’re interested in joining a customer experience agency like W5, take a look at our Careers & Partnerships page to explore our current opportunities.

Start the conversation

Get in touch with the W5 team about customer experience management or chat with us online.