ibex has appointed Shannon Hodges as Senior Vice President of Wave iX, the company's AI-powered customer experience (CX) solutions suite. Hodges will lead the growth and expansion of Wave iX, reporting directly to Chief AI and Digital Officer Michael Darwal. In this role, he will work with clients to accelerate AI adoption, optimize customer experience operations, and achieve measurable business outcomes by integrating AI-powered CX with human expertise.

Strategic Leadership

Shannon Hodges brings over 25 years of experience leading sales, support, customer care, and business development to ibex. Most recently, he served as Head of Customer Growth at AmplifAI, where his team contributed to a 25% ARR increase in 2025. His previous roles include senior leadership positions at Opendoor, GoDaddy, SiriusXM, and Convergys (now Concentrix), where he managed large teams and drove customer satisfaction and business growth.

Management Perspective

Michael Darwal, Chief AI and Digital Officer at ibex, highlighted Hodges' operational leadership and customer experience expertise. Darwal stated that Hodges' experience in leading large-scale customer operations will be instrumental in helping clients realize the full value of AI-powered customer experiences. Hodges expressed excitement about joining ibex to help brands balance exceptional customer experiences with efficiency and measurable outcomes.

About ibex

ibex is a global leader in outsourced business services and AI-powered customer experience solutions. The company leverages a global team of more than 36,000 human CX experts, powered by AI technology and deep business insights, to engineer seamless customer journeys across various industries including retail, e-commerce, healthcare, and fintech.