iCXperience appoints Iain Banks as growth surges across Isher Capital’s outsourcing portfolio

iCXperience, part of private family office Isher Capital's outsourcing portfolio, has appointed Iain Banks as Director of Global Enterprise to lead its enterprise proposition. His appointment comes as annual revenue across Isher Capital’s UK outsourcing portfolio climbs to £88.3 million, with global turnover across the wider portfolio approaching £150 million.

Banks brings more than 28 years of experience leading enterprise growth across customer experience, business process outsourcing and technology-centred platforms. He most recently served as CEO of Ventrica, where he led four acquisition processes and prepared its private equity backers for an eventual exit.

He has also held senior positions at Genesys and TTEC, where he led growth across the UK and EMEA. In 2021, Banks was named Director of the Year by the Customer Contact Association in recognition of his commercial leadership, operational transformation and people-led performance.

In his new role at iCXperience, Banks will lead the company’s expansion into the global enterprise solutions market. He also joins the management board of Isher Capital’s outsourcing portfolio, which is backed by more than £110 million in assets, established contact centre infrastructure and continued investment in AI and technology.

Through adhki ai and iCXperience, Isher Capital’s outsourcing portfolio combines agentic AI, human agents and established contact centre operations across onshore and offshore delivery, giving major corporates a single provider at enterprise scale.

The outsourcing portfolio employs several thousand people, serves more than 20,000 UK clients and operates 11 UK contact centres, alongside operations in South Africa and AI operations in India.

Expanding enterprise BPO and agentic AI operations

Reuben Singh, Group CEO at Isher Capital UK, said: “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.”

Isher Capital’s established contact centre and BPO businesses generated combined revenues of more than £88.6 million last year and continue to grow alongside its investment in agentic AI and technology.

Iain Banks, Director of Global Enterprise at iCXperience, 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.”