Ibex appoints Ricky Fields to lead AI CX growth
WASHINGTON, UNITED STATES — Ibex, a global provider of business process outsourcing (BPO) and AI-driven customer engagement, has appointed Ricky Fields as Global Head of Business Development for its Wave iX platform. He will report directly to Carl O’Neil, EVP and GM of Wave iX, Augment, and ibex CX.
Fields is an industry veteran with over 25 years’ experience at major tech firms including Google, HPE, and Avaya. His appointment underscores ibex’s commitment to scaling its next-generation AI solutions across industries seeking fully autonomous customer experiences.
Accelerating AI-driven customer experience
Wave iX, ibex’s AI-powered customer experience (CX) platform, is designed to redefine the way businesses interact with their customers. With Fields at the helm of business development, ibex aims to accelerate its go-to-market strategy, targeting organizations that demand high-performance, non-human agent solutions.
“We manage hundreds of millions of customer interactions for the world’s top brands across major industries and provide unmatched business insights, making ibex the ideal CX partner to ensure digital transformation success,” said Bob Dechant, CEO of ibex.
“With Ricky driving our Wave iX go-to-market efforts, we’re positioned to reset the industry standard for customer experience and create unprecedented value for our clients.”
Fields’ blend of strategic vision and customer-first focus will be instrumental in ibex’s pursuit of its BPO 3.0 strategy, positioning Wave iX as the leading AI-native CX platform.
His expertise is expected to unlock new opportunities where intelligent AI agents deliver scalable, high-impact outcomes, further driving revenue and operational excellence.
Global reach and impact
ibex operates approximately 30 operations facilities spanning multiple countries. Its diverse workforce of over 31,000 employees powers the company’s comprehensive suite of services, which includes BPO, smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions.
The company manages nearly 175 million critical customer interactions annually, generating more than $2.2 billion in lifetime customer revenue each year for its clients across retail, e-commerce, healthcare, fintech, utilities, and logistics sectors.
Ibex ranked #53 in the OA500 2025, an objective index of the world’s top 500 outsourcing companies.
