.webp)
iCXperience has appointed Iain Banks as Director of Global Enterprise as revenue rises across Isher Capital's outsourcing portfolio.
Banks will lead the company's enterprise proposition and join the management board of Isher Capital's outsourcing portfolio. The appointment follows growth in the portfolio's UK outsourcing revenue to £88.3 million a year, while turnover across the wider portfolio is nearing £150 million.
Based in London, iCXperience is part of Isher Capital's outsourcing interests. The portfolio is backed by more than £110 million in assets and includes contact centre infrastructure alongside investment in artificial intelligence and related technology.
Banks brings more than 28 years of experience in customer experience, business process outsourcing and technology platforms. Most recently, he served as Chief Executive Officer of Ventrica, where he oversaw four acquisition processes and prepared the business's private equity backers for an exit.
Earlier in his career, he held senior roles at Genesys and TTEC, working on growth across the UK and EMEA. He was named Director of the Year by the Customer Contact Association in 2021.
Portfolio growth
Isher Capital's outsourcing portfolio combines iCXperience with adhki.ai, bringing together artificial intelligence tools, human agents and contact centre operations across onshore and offshore delivery. The portfolio employs several thousand people, serves more than 20,000 UK clients and operates 11 contact centres in the UK, alongside operations in South Africa and AI operations in India.
Its contact centre and business process outsourcing businesses generated combined revenues of more than £88.6 million last year. The portfolio continues to expand alongside investment in AI and technology.
In his new role, Banks is expected to focus on expanding iCXperience into the global enterprise solutions market, targeting larger corporate customers seeking a single supplier for customer experience, outsourced operations and AI-enabled services.
Reuben Singh, Group Chief Executive Officer at Isher Capital UK, outlined the group's position in the market.
"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," said Reuben Singh, Group Chief Executive Officer at Isher Capital UK.
Enterprise focus
Banks said the group's mix of AI development and contact centre operations was central to the opportunity. He pointed to the scale of the existing client base and the chance to broaden the offer to larger businesses.
"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 is 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 more than £1 billion. Building on this is an opportunity and challenge that I am looking forward to," said Banks.
The appointment adds a senior executive with deep experience in outsourced customer operations at a time when providers are seeking to combine AI software with traditional contact centre services. For Isher Capital, the hire also signals a push to win a larger share of enterprise contracts as its outsourcing businesses scale in the UK and overseas.