IntouchCX Recognized for Operations led AI and End to End CX Transformation by HFS Research
6.11.2026 16:00:00 EET | Business Wire | Press release
IntouchCX a global leader in AI-powered customer experience (CX) management, trust and safety, digital engagement, and back-office operations, has been positioned in the Horizon 2 end-to-end experience transformation, in the HFS Horizons Customer Experience Services 2026 report for its operations led approach to AI adoption and its model connecting advisory with delivery, from strategy through frontline executions.
HFS Research evaluates customer experience service providers based on their capabilities, innovation, and potential to deliver value. The 2026 report examines how providers are helping businesses adopt AI, improve customer experiences and strengthen operations.
“AI transformation delivers the greatest value when strategy, technology, and operations work together,” said Brent Stevenson, Chief Experience Officer at IntouchCX. “Our approach and expertise goes beyond technology. We identify business challenges and build the right solutions by connecting the dots between data, workflows, technology and AI, hybrid or human agents, to create more intelligent and integrated operations. This enables us to help clients move from strategy to execution with one partner focused on delivering measurable business outcomes.”
The report highlights IntouchCX’s approach to applying automation and CX expertise to business challenges. More than 25% of IntouchCX clients use its proprietary AI solutions to improve performance and support business growth, while 80% use Akin, its AI Roleplay platform. These solutions help automate tasks across voice and digital customer service channels, deploy AI powered digital workers to support service delivery, and analyze customer interaction and operational data to identify inefficiencies and improve workflows across both, human and AI agents.
"IntouchCX scaled its proprietary IP across its client base, with more than a quarter of clients using IntouchAI solutions such as Sidd Spark, Akin, and Mosaic Languages. By pairing these tools with IntouchAdvise and growing Agent assist to AI Agent transformation pipeline, IntouchCX is moving its clients from human-led delivery toward automation-first CX and positioning itself as a tech-led CX operations partner," said Melissa Fersht, Executive Research Leader, HFS Research.
Today IntouchCX supports more than 300 customer experience clients with approximately 35,000 employees across 24 campuses in 11 countries, delivering integrated CX operations, AI, advisory, digital, trust and safety and back office solutions.
About IntouchCX
IntouchCX is a global customer experience and technology company that connects AI, proprietary technology, data and operational expertise to design and deliver agentic, hybrid and human led solutions across customer experience (CX), Trust & Safety, and back office operations. Founded in Canada in 2001, IntouchCX operates across 24 campuses in 11 countries, helping global brands transform customer operations and improve business performance. To learn more, visit intouchcx.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20261106540949/en/
Contacts
Media Contact
Stephanie Suarez
Global Communications Director
IntouchCX
stephanie.suarez@intouchcx.com
About Business Wire
For more than 50 years, Business Wire has been the global leader in press release distribution and regulatory disclosure.
www.businesswire.com
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
The Estée Lauder Companies Unveils Mastering Skin Longevity, a Breakthrough Scientific Innovation Platform Advancing the Next Era of Skin Science6.11.2026 16:00:00 EET | Press release
At the China International Import Expo (CIIE), The Estée Lauder Companies Inc. (NYSE: EL) today unveiled Mastering Skin Longevity, a breakthrough scientific innovation platform designed to advance the next era of skin science and transformative product innovation. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261106776704/en/ The Estée Lauder Companies' Skin Longevity Clock serves as the visual representation for the Mastering Skin Longevity scientific innovation platform. Moving beyond the study of individual Hallmarks of Aging, the platform focuses further upstream on the Master Regulators of Skin Longevity. These interconnected biological pathways and proteins influence multiple hallmarks at once. By deepening understanding of these systems and how they help support skin’s ability to repair, adapt and regenerate, Mastering Skin Longevity will guide the Company’s discovery across ingredients, technologies, formulations an
Experian Named a Leader in 2026 IDC MarketScape for Worldwide Decision Intelligence Platforms6.11.2026 16:00:00 EET | Press release
Experian today announced it has been named a Leader in the IDC MarketScape: Worldwide Decision Intelligence Platforms 2026 Vendor Assessment (Doc #US54118426, September 2026), which evaluates providers helping organizations design, engineer and orchestrate increasingly complex decisions. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261106302874/en/ IDC MarketScape positions Experian as a Leader in its 2026 vendor assessment of worldwide decision intelligence platform providers. “As organizations embed AI into more consequential decisions, the combination of trusted data, advanced analytics and strong governance becomes increasingly important,” said Keith Little, President of Experian Software Solutions. “Experian brings those capabilities together with decisioning, fraud and identity to help organizations make better decisions with greater speed and confidence.” The Experian Ascend Platform provides a unified analytics and
Midas Atlantic Partners, in Partnership With the Najafi Companies, Has Entered Into a Put Option Agreement With Sylvamo Relating to the Potential Acquisition of Its European Operations6.11.2026 13:04:00 EET | Press release
Midas Atlantic Partners (“Midas Atlantic”), in partnership with The Najafi Companies, has signed a put option agreement with Sylvamo Corporation (“Sylvamo”) relating to the potential acquisition of its European operations (the “Business”). The transaction comprises Sylvamo’s uncoated freesheet paper mills in Saillat and Nymölla, as well as its forestry and supporting business operations across Europe. Closing is expected in the first quarter of 2027, once the required consultation processes are completed and regulatory approvals are obtained. The Business is a leading European producer of uncoated woodfree (UWF) paper for office and commercial printing. Its product portfolio spans cut-size office paper, sold under its own brands such as REY and Multicopy as well as on behalf of major OEM and office supplies customers, and paper reels for commercial printers and converters. Headquartered in Belgium, with two large-scale, vertically integrated pulp and paper mills, it serves a longstandi
Suzano Reports 36% Increase in Third Quarter Net Revenue Following Consolidation of Arbex6.11.2026 01:23:00 EET | Press release
Suzano (B3: SUZB3 / NYSE: SUZ) , the world’s largest pulp producer, announces its results for the third quarter of 2026 (3Q26), which for the first time include Arbex, the joint venture between Suzano and Kimberly-Clark established in July this year. Driven primarily by the consolidation of Arbex’s contribution, Suzano reported net revenue of BRL16.5 billion, an increase of 36% on the same period last year and a new quarterly record in the company’s 102-year history. Adjusted EBITDA totaled R$5.7 billion in 3Q26, up 9% on the same basis of comparison. Operating cash generation reached R$3.8 billion, an increase of 12%. Net income totaled R$2.1 billion. As announced following the completion of the transaction with Kimberly-Clark, Suzano holds a 51% equity interest in Arbex and will therefore fully consolidate the joint venture’s financial statements from this quarter onwards.1 “This quarter marks the beginning of a new phase for Suzano. With Arbex, we are now a broader business, both ge
iQmetrix Unveils Built-In Intelligence for Every Role in Telecom Commerce at Its 2026 Telecom Industry Address5.11.2026 23:39:00 EET | Press release
iQmetrix, the global provider of Intelligent Commerce Operating Systems for telecom, last week shared highlights from its 2026 Telecom Industry Address and Product Announcements, held virtually on Oct. 28 in two sessions, one for North American audiences and one for European audiences. The address was built around one theme: intelligence. Telecom commerce is moving from systems that record the business to systems that act on it, and the announcements put that intelligence in the hands of every role, from the sales associate at the counter, to the finance manager in the back office, to the corporate view leading the channel experience. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261105003162/en/ "Right now telecom providers are competing in a race to the bottom on price that no one wins. The way out is intelligence. Not AI bolted onto a fragmented tech stack, but intelligence built into how commerce runs. Information plus
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom