iCXperience appoints enterprise growth director

Customer experience and outsourcing specialist iCXperience has appointed Iain Banks as director of global enterprise as it targets further international growth.

Part of private family office Isher Capital’s outsourcing portfolio, the company has recruited Iain to lead its expansion into the global enterprise solutions market.

He brings more than 28 years’ experience across customer experience, business process outsourcing and technology-led services.

Most recently, Iain served as chief executive of Ventrica, where he oversaw four acquisition processes and prepared the business for a potential private equity exit.

He has also held senior positions at Genesys and TTEC, leading growth across the UK, Europe, the Middle East and Africa.

In 2021, he was named director of the year by the Customer Contact Association.

Alongside his new role, Iain joins the management board of Isher Capital’s outsourcing portfolio, which is backed by more than £110 million in assets.

Iain said: “Having spent many years in outsourcing, I am incredibly excited by what iCXperience can offer as part of Isher Capital’s outsourcing portfolio. 

“The portfolio combines more than a decade of AI development with over 25 years of contact centre experience.

“Its Agentic AI, software and proven human agent capability now operate as one integrated proposition, addressing what corporates need: greater intelligence, speed and efficiency while protecting customer experience and brand. 

“I am incredibly excited to bring this proposition to a wider corporate market on a global scale.

“It’s also a truly exciting time to be joining iCXperience as we look to build on the capabilities of an Isher Capital portfolio that already supports more than 10,000 clients, including 131 organisations with turnover or value of over £1 billion. 

“Building on this is an opportunity and challenge that I’m looking forward to.”

Iain’s appointment comes as annual UK outsourcing revenues across the portfolio approach £90 million, with global turnover nearing £150 million.

The wider operation employs several thousand people, operates 11 UK contact centres and has an international presence in South Africa and India, combining traditional outsourcing services with investment in artificial intelligence.

Reuben Singh, group chief executive at Isher Capital UK, added: “Through adhki.ai and iCXperience, we blend Agentic AI with thousands of human agents through a single provider. 

“Major corporates no longer need separate AI, technology and BPO suppliers.

“We have the scale and infrastructure to deliver a genuinely blended onshore, offshore and AI proposition at enterprise level. 

“Iain brings significant enterprise BPO experience to accelerate our growth across the enterprise market.”

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