IDX Strengthens Global Leadership to Accelerate Client-Focused Growth

Expanded Executive Team to Lead Client Success and Delivery

Paul Knight has been appointed Senior Vice President of Customer Success and joins the Executive Leadership Team. He brings deep experience in enterprise SaaS and transformation leadership from Acoustic, IBM, and Silverpop, where he led large-scale customer success organizations focused on retention, growth, and operational excellence. At IDX, Knight will lead efforts to enhance customer value and engagement across all global markets. 

“Putting customers at the center of everything we do is what drives long-term success,” Knight said. “Our goal is to make every client feel valued, supported, and empowered to achieve their ambitions through their partnership with IDX.”

Danny Russell has joined IDX as Chief Customer Officer, also joining the Executive Leadership Team. He is a seasoned marketing executive with leadership experience at Sky, Boots, Kraft, British Airways, and O2, and has advised growth-stage businesses on customer engagement and brand strategy. In this new role, Russell will oversee initiatives to ensure that customers remain at the heart of every decision and service offering. 

“Clients today expect insight, integrity, and impact,” said Russell. “Our mission is to build partnerships that go beyond delivery, helping our clients grow, innovate, and lead in their markets.”

Caroline Thorneycroft has been appointed Head of Customer Satisfaction, reporting to Russell. She will lead IDX’s global client experience and feedback programs, with a focus on continuous improvement and measurable results. Thorneycroft is one of 45 new hires made in the past four months, as IDX continues to scale its global capabilities and client service operations.

Atul Saigal has been promoted to Chief Customer Delivery Officer and now leads a unified global delivery organization that brings together Strategy, Design, Delivery, and IDX’s 24/7 Security and Customer Service capabilities. This consolidated structure is designed to ensure clients receive consistent, high-performing support across every touchpoint. Under Saigal’s leadership, IDX will continue to strengthen its enterprise-grade infrastructure to uphold the highest standards of uptime, operational resilience, and data security.

Chris Corrigan has been promoted to Chief Growth Officer, where he is responsible for leading IDX’s global growth initiatives and expanding strategic partnerships with stock exchanges, capital markets intermediaries, and key enterprise clients. He is also focused on accelerating IDX’s expansion into the Middle East, a priority growth region for the company.

Corrigan will work closely with Piers Sutton, who has been appointed Head of Enterprise Solutions. Together, they will develop large-scale, cross-market partnerships that deliver integrated, end-to-end communications and digital solutions for multinational clients. Their collaboration will ensure IDX continues to build high-value relationships that extend the company’s reach and impact across industries and geographies.

A Different Kind of Agency

As others scale back, IDX is scaling forward – investing in people, technology, and customer success.

Many agencies are responding to market pressure by productizing services and reducing costs. IDX is doing the opposite: focusing on tailored solutions, delivering measurable ROI, and reinforcing its Advised, Available, Accountable model:

• Advised: Expert, data-led insight guiding confident decisions
  
  

• Available: Always-on, secure platforms supporting critical communications
  
  

• Accountable: Precision delivery and measurable impact on every project

Investing in Innovation: AI + HI

IDX continues to invest millions in advanced technologies, including:

• AI-driven Answer Engine Optimization (AEO)
  
  

• AIDE, IDX’s AI-powered digital twin and avatar solution
  
  

• Synthetic audiences and AI-powered contextual search tools

These tools enable clients to reach, engage, and convert with greater precision.

But Human Intelligence (HI) remains essential.

“By combining AI and HI, we deliver something truly unique,” said Crispin Beale, CEO of IDX. “Our technology amplifies human creativity, empathy, and insight, enabling clients to communicate with confidence and deliver real results. Every project we deliver helps our clients make money or save money.

“Our success is built on one principle: when our clients succeed, we succeed,” Beale added. “These changes strengthen our ability to deliver that success with Power, Pace, and Passion.”