iCXperience has appointed Iain Banks as Director of Global Enterprise, giving the London-based customer experience outsourcer a dedicated head for its enterprise proposition. Banks will also join the management board of Isher Capital’s outsourcing portfolio as it targets larger corporate customers seeking a single supplier for customer experience, outsourced operations and AI-enabled services.

Banks brings more than 28 years of experience across customer experience, business process outsourcing and technology platforms. Most recently chief executive of Ventrica, he oversaw four acquisition processes and prepared the business’s private equity backers for an exit.

The structural driver is corporate buyers consolidating suppliers. Isher Capital’s portfolio combines iCXperience with adhki.ai, bringing together AI tools, human agents and contact centre operations across onshore and offshore delivery, with 11 contact centres in the UK, operations in South Africa and AI operations in India.

“Through adhki.ai and iCXperience, we blend Agentic AI with thousands of human agents through a single provider,” said Reuben Singh, Group Chief Executive Officer at Isher Capital UK. “Major corporates no longer need separate AI, technology and BPO suppliers.”

“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,” said Banks.

Banks said the portfolio supports clients including 131 organisations with turnover or value of more than £1 billion, and combines more than a decade of AI development with over 25 years of contact centre experience.

The appointment follows growth in the portfolio’s UK outsourcing revenue to £88.3 million a year, with turnover across the wider portfolio nearing £150 million. Isher Capital’s contact centre businesses passed £30 million in turnover in 2018, and the portfolio is now backed by more than £110 million in assets.

For the sector, the hire reflects outsourcers pairing agentic AI with large human agent teams to win enterprise contracts that would otherwise be split across separate AI, technology and BPO suppliers.

Source: IT Brief UK / BusinessCloud