Canada-headquartered customer experience and outsourcing firm ContactPoint 360 has introduced an AI-operated service model designed to reposition customer experience as a measurable driver of business growth, according to a report by CXM Today.

The company, founded in 2007, operates across more than 12 global strategic centres and delivers customer engagement services in over 31 languages, serving enterprise organisations and high-growth brands across multiple industries.

ContactPoint 360 said AI is embedded directly into its CX delivery infrastructure rather than applied as a separate enhancement layer. The model integrates omnichannel orchestration, operational governance, embedded AI, and customer journey optimisation into a single operating framework.

Through its AI and Human operating model, the company combines multilingual customer engagement, technical support, retention, sales, and back-office operations within a unified service environment. The structure is designed to improve operational speed, precision and scalability while preserving human-led interactions where empathy and judgement are required.

The company stated the model moves beyond traditional transactional outsourcing, reflecting a broader industry shift in which customer experience is increasingly evaluated as a strategic business function rather than a cost centre.

Chief executive Asad Mirza said: "In a world where products can be copied, and pricing can be matched, the one thing competitors cannot replicate is how a company treats its customers."

Mirza added: "AI changes the economics of CX, but people define the experience. That's why we built ContactPoint360 around one principle: People Over Everything."

The launch reflects growing enterprise demand to treat customer experience as a direct contributor to retention, operational performance and long-term business growth.

Explore the full details of the ContactPoint 360 AI-operated CX model in the complete article.