iCXeed Appoints Key Leadership to Accelerate Cognitive Customer Experience Innovation
News related to:iCXeed · 2 min read
SYDNEY, September 27, 2026 /CourierPR/ -- iCXeed, a specialist AWS customer experience transformation partner, has announced key leadership appointments aimed at accelerating cognitive customer experience innovation on AWS. The company has appointed Aurelien Plancque as Chief Product and AI Officer, Halle Nguyen as Director of CX Strategy, and Arnel Clave as Vice President of Technology Solutions.
Aurelien Plancque, with over 15 years of experience in contact centre technology and software development, will lead the product and AI initiatives at iCXeed. Plancque has previously served as a Senior Solution Architect at AWS, where he architected cloud contact centre platforms for large enterprises and governments. He has also published well-recognised open-source solutions for AWS and has a proven track record of delivering innovative CX and AI technology solutions.
Arnel Clave, who is promoted from Senior Solutions Architect, will deepen investment in engineering learning and development while applying analytics, AI, and automation to iCXeed's own workflows. Clave has grown iCXeed's engineering organisation to over 80 professionals and will continue to expand this capacity to support the company's innovation efforts.
Halle Nguyen, based in Sydney, brings over a decade of CX consulting and operations leadership. Most recently, she served as a Senior Manager of Experience Transformation at a leading global CX consultancy, where she led multi-region transformation programmes integrating Contact Centre as a Service (CCaaS) optimisation, AI-enabled workflows, and omnichannel orchestration.
Nguyen's approach starts with the ideal customer outcome, designs the journey around it, and then enables it with the right technology to drive a more cognitive experience.
iCXeed is highly specialised on AWS, with deep expertise in Amazon Connect, Amazon Bedrock, and big data analytics. The company's team of AWS certified professionals holds advanced tier accreditation in Amazon Connect and AI Services. Expanding senior leadership in Australia strengthens the cultural connection with clients and gives them direct access to expert talent driving CX innovation.
With a proven record of helping organisations deliver customer experiences that optimise outcomes and deliver differentiated value, iCXeed works backwards from desired business outcomes, guided by more than 120 years of collective contact centre expertise. The company serves clients globally from offices in Singapore, Australia, the United States, and the Philippines.
These appointments reflect iCXeed's commitment to delivering cognitive customer experiences at scale using analytics, AI, and automation on AWS and Amazon Connect. The company is strategically positioned to support clients in business process innovation for the contact centre, aiming to approach Premier Partner status with AWS.