Ibex Taps Former AmplifAI Executive to Lead AI-Powered CX Growth

Event summary

  • Shannon Hodges joins Ibex as Senior Vice President of Wave iX, the company's AI-powered customer experience solutions suite.
  • Hodges previously led customer growth at AmplifAI, contributing to a 25% ARR increase in 2025.
  • He will report to Chief AI and Digital Officer Michael Darwal and focus on accelerating AI adoption for clients.
  • Hodges brings over 25 years of experience in sales, support, and business development from roles at Opendoor, GoDaddy, SiriusXM, and Convergys.

The big picture

Ibex's hire of Shannon Hodges underscores the growing emphasis on AI-driven customer experience solutions in the outsourced business services sector. With a global team of 36,000 CX experts, Ibex is positioning itself to leverage AI technology to optimize customer journeys across multiple industries. This strategic move comes as organizations increasingly seek to balance exceptional customer experiences with operational efficiency.

What we're watching

AI Integration Pace
How quickly Ibex can integrate Hodges' expertise to accelerate AI adoption among its clients.
Revenue Growth
Whether Hodges can replicate his success at AmplifAI in driving ARR increases for Ibex.
Competitive Positioning
The impact of Hodges' leadership on Ibex's standing against competitors in the AI-powered CX space.