Core Insights - AEGEAN Airlines is leveraging Oracle Fusion Cloud Customer Experience (CX) to enhance personalized traveler experiences, increase revenue, and boost customer loyalty [1][3] - The airline carried over 16.3 million passengers to 162 destinations in 47 countries in the previous year, indicating a strong operational scale [2][6] - AEGEAN aims to centralize customer data from various sources to improve efficiency in customer data management and optimize decision-making based on customer insights [2][3] Company Overview - AEGEAN, along with its subsidiary Olympic Air, offers a total of 19.7 million seats across 47 countries, with a network of 250 direct routes [6] - The airline operates a fleet of 83 aircraft, including the latest Airbus 320 and 321 neo, and has been recognized as the Best Regional Airline in Europe for 13 consecutive years [6][7] - AEGEAN's annual revenue recently surpassed €1.7 billion, reflecting its growth and success in the regional airline market [7] Technology and Innovation - The implementation of Oracle Cloud CX has enabled AEGEAN to unify customer data, enhance customer service, and optimize marketing programs [3][4] - Oracle Unity Customer Data Platform allows AEGEAN to develop comprehensive customer profiles for predictive personalization across various channels [3] - The use of AI innovations within Oracle Cloud CX helps AEGEAN analyze connected data, improve operational efficiency, and enhance customer experiences [4]

Core Insights - ibex is sponsoring the CCW Executive Exchange in Austin, TX, from March 12-14, 2025, to showcase its transformative customer experience (CX) solutions and AI-driven technologies [1][8] - The event will focus on topics such as conversational IVR, next-gen customer analytics, AI utilization, and BPO partnerships, areas where ibex has shown expertise and leadership [2][3] Company Overview - ibex is a global provider of business process outsourcing (BPO) and AI-powered customer engagement technology solutions, operating approximately 30 facilities worldwide [6][7] - The company employs over 30,000 individuals and manages nearly 175 million customer interactions annually, contributing over $2.2 billion in lifetime customer revenue each year [7] Product and Technology - The ibex Wave iX solution suite, which includes components for Agent, Customer, and Insights, utilizes Generative AI technology to enhance customer experience and agent-assisted interactions [4][7] - ibex aims to align its solutions with specific business needs to deliver transformative outcomes and improve contact center performance while reducing operating costs [5][6]

Financial Data and Key Metrics Changes - The company reported annual revenue exceeding $1 billion, with fourth-quarter revenue growth accelerating to 17% year-over-year, primarily driven by a 19% increase in subscription revenue [4][36] - Adjusted EBITDA margin for the fourth quarter reached a record 23%, contributing to record operating cash flow of $50 million, or 18% of revenue, and record free cash flow of $33 million, or 12% of revenue [5][36] - The company achieved a dollar-based retention rate of 108% and reported a decrease in stock-based compensation from $50 million to $38 million, improving to 14% of revenue in the fourth quarter [37][38] Business Line Data and Key Metrics Changes - Subscription revenue accounted for 79% of total revenue in Q4, with usage revenue at 14% and professional services at 7% [36] - Enterprise AI revenue grew 46% year-over-year, now representing 9% of enterprise subscription revenue [6][36] - The commercial business, which represents 11% of total revenue, grew in the low single digits on a last twelve months (LTM) basis [37] Market Data and Key Metrics Changes - The company experienced strong enterprise new logo bookings in Q4, with the highest number of $1 million plus ARR new logo wins in any quarter of 2024 [28] - The company noted heightened levels of RFP volume in Q4, indicating a robust pipeline entering 2025 [28] Company Strategy and Development Direction - The company is focused on leveraging AI to enhance customer experience, with a strong emphasis on delivering accurate and personalized self-service solutions [6][9] - Partnerships with Salesforce, ServiceNow, Microsoft, Verint, and Google are expected to drive growth and innovation in AI-powered solutions [18][20][22] - The company aims to maintain its leadership position in AI for customer experience by providing a comprehensive suite of AI solutions and deep expertise [17][23] Management's Comments on Operating Environment and Future Outlook - Management expressed optimism about the growth potential in 2025, driven by AI adoption and a strong sales pipeline [51][52] - The company acknowledged macroeconomic uncertainties but indicated that it continues to deliver growth despite these challenges [52][68] - Management highlighted the importance of contextual data for AI effectiveness and the company's role as a control point for this data [59] Other Important Information - The CFO announced his retirement effective March 31, with Brian Lee appointed as Interim CFO [24][25] - The company will not host an Analyst Day in the first half of the year due to the CFO transition [42] Q&A Session Summary Question: How have customer conversations changed since the election, and what are the potential upside drivers for 2025? - Management noted that customer conversations are increasingly focused on leveraging AI, with excitement around AI growth and subscription revenue [49][50] Question: How does the company monetize access to contextual data, and what does that mean for the financial model? - Management explained that the company monetizes data access through voice stream and transcript stream, charging on a per-minute consumption basis [62] Question: What are the seasonal trends and deal cadence observed in Q4? - Management indicated that Q4 showed better-than-expected performance, particularly in consumer and healthcare sectors, with a positive growth trend [66][70] Question: How is the company addressing the shift from seat-based pricing to consumption-based models? - Management confirmed that the company is moving towards a consumption-based model, which provides significant ROI for customers [88][92] Question: What is the trajectory of AI revenue growth, and how does it compare to the overall business? - Management reported a 46% year-over-year growth in AI revenue, indicating a strong trajectory compared to the overall business growth [90][91]