IntouchCX named in HFS AI customer experience report

HFS Research positioned IntouchCX in Horizon 2 for end-to-end experience transformation in its HFS Horizons Customer Experience Services 2026 report, citing the company’s operations-led approach to AI adoption and its model linking advisory work with delivery.

IntouchCX said more than 25% of its clients use its proprietary AI solutions and 80% use Akin, its AI Roleplay platform. It said the tools help automate tasks, support service delivery and analyse customer interaction and operational data.

HFS Research executive Melissa Fersht said IntouchCX had scaled proprietary tools across its client base and was positioning itself as a technology-led customer experience operations partner.

IntouchCX said it supports more than 300 customer experience clients with about 35,000 employees across 24 campuses in 11 countries.