HumanTouchCX and Springboard CX Partner to Pair Great CX People With Great Technology
Partnership Announcement - HTCX x SBCX
The Ontario tech company and the Buffalo CX agency share one belief: AI should make great CX people better, not replace the human experience.
A good CX professional shouldn’t have to spend five minutes collecting information an agent can find in five seconds.”
TORONTO, CANADA, October 19, 2026 /EINPresswire.com/ -- HumanTouchCX (HTCX), the Shopify-native customer support platform, today announced a partnership with Springboard CX, a Buffalo-based customer experience agency serving CPG and ecommerce brands across North America.— Mike Maleszyk
The partnership combines Springboard’s human CX talent and operational expertise with HumanTouchCX’s technology. Both companies believe the future of customer experience is not a choice between people and AI. It is great people equipped with better tools.
People and technology, designed together
Springboard CX provides fractional customer service teams for consumer brands. Its teams are made up of experienced North American CX professionals, selected to understand the categories and businesses they support. The goal is a CX team that works as a genuine extension of the brand.
HumanTouchCX builds the technology layer around those people. Its Shopify-native helpdesk brings customer conversations, order context and actions together in one place. Hewie, the platform’s AI assistant, handles the mechanical work behind each interaction: finding the order, surfacing the relevant policy, reviewing past conversations and drafting a response. A verified human remains responsible for what ultimately reaches the customer.
“A good CX professional shouldn’t have to spend five minutes collecting information an agent can find in five seconds,” said Mike Maleszyk, Founder and CEO of HumanTouchCX. “That’s not the work we’re trying to protect. We’re trying to protect what comes next, which is judgment. Springboard has built its business around exactly those people, and we’ve built ours around giving them better tools.”
“We’ve always believed great customer experience starts with great people. Partnering with HumanTouch lets us explore how the right technology can make those people even better, without losing the human experience brands come to us for,” said Jonathan Jamil, Founder and CEO of Springboard CX.
The partnership is not exclusive. Springboard CX continues to support brands on the helpdesk platforms they already use, and HumanTouchCX remains available to any Shopify merchant.
A Toronto and Buffalo story
The partnership also closes a geographic loop. Springboard CX is headquartered in Buffalo, and its founder is Toronto-born. HumanTouchCX is built in Toronto and Waterloo.
The cities are separated by a border and a couple of hours of highway, and they share a closely connected business corridor. A Toronto-born founder built a CX company in Buffalo and has now found a technology partner back across the border.
Why it matters
Customer service sits inside retention, repeat purchase, trust and customer lifetime value. It often reaches customers at the exact moment their relationship with a brand is being tested.
“The companies that get CX right won’t be the ones choosing between humans and AI,” said Maleszyk. “They’ll be the ones figuring out which work belongs to each, and giving both sides the tools to do their best work.”
About HumanTouchCX
HumanTouchCX is a Shopify-native customer support platform built on the belief that customer service should always have a human touch. Its helpdesk brings conversations, order context and actions into one inbox. Hewie, its AI assistant, drafts replies and gathers context, and a verified human approves what reaches the customer. Learn more at humansupport.io.
About Springboard CX
Springboard CX is a Buffalo-based customer experience agency serving CPG and ecommerce brands across North America. The company provides fractional customer service teams of experienced CX professionals who operate as an extension of the brands they support. Learn more at springboardhq.com.
Springboard CX media contact: Jonathan Jamil, Founder and CEO, jonathan@springboardhq.com
Michael Maleszyk
HumanTouchCX
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