ibex Names Shannon Hodges SVP of Wave iX to Lead AI-Powered Customer Experience
"Shannon brings a unique combination of operational leadership, customer experience expertise, and a proven track record of helping organizations scale and transform."
ibex announced on June 17, 2026 that Shannon Hodges has joined the company as Senior Vice President of Wave iX, its AI-powered customer experience solutions suite, reporting directly to Chief AI and Digital Officer Michael Darwal.
The appointment places an executive with a specific track record in scaling customer growth at the head of ibex's effort to convert its AI-powered CX product into client outcomes that can be measured, according to the press release.
Most recently, he served as Head of Customer Growth at AmplifAI, where his team contributed to a 25% annual recurring revenue increase in 2025, direct evidence of growth leadership in a customer experience technology company rather than a traditional services background alone.
"Shannon brings a unique combination of operational leadership, customer experience expertise, and a proven track record of helping organizations scale and transform," said Michael Darwal, Chief AI and Digital Officer at ibex. "Shannon's experience leading large-scale customer operations and business growth will play a key role in helping our clients realize the full value of AI-powered customer experiences."
A Career Built Across Operational Scale
Hodges brings more than 25 years of experience leading sales, support, customer care, and business development, according to the press release.
Before AmplifAI, he held senior leadership roles at Opendoor, GoDaddy, SiriusXM, and Convergys, now part of Concentrix, companies spanning real estate technology, domain and web services, media, and traditional outsourced customer operations.
Across those roles, he led organizations ranging from hundreds to thousands of employees, with a consistent focus on customer satisfaction, cost optimization, and business growth.
Wave iX sits at the intersection of those two worlds, an AI product that has to perform inside the operational reality of large outsourced CX engagements, not just as a standalone software tool.
"Organizations are under increasing pressure to deliver exceptional customer experiences while driving greater efficiency and measurable business outcomes," Hodges said. "ibex is uniquely positioned to help top brands achieve that balance. I'm excited to join ibex at such a pivotal moment and help clients harness AI to transform customer engagement, unlock new value, and accelerate growth."
Key Takeaways
- ibex appointed Shannon Hodges as SVP of Wave iX, leading AI-powered customer experience solutions.
- Hodges' role focuses on converting AI CX products into measurable client outcomes and growth.
- He brings 25+ years of experience in scaling customer operations and driving business growth.
- Hodges' background includes leadership at AmplifAI, contributing to a 25% ARR increase in 2025.