Ventrica, the fast-growth multilingual customer management outsourcer for blue-chip brands announced the appointment of Iain Banks as its new Chief Executive Officer. Iain will take over as CEO from founder Dino Forte and will lead the business through its next phase of growth and expansion to further cement its reputation as the ‘go to’ partner of choice for prestigious brands demanding high levels of personalisation and engagement with their customers.
Iain is a 24 year BPO/CX industry veteran, starting on the frontline as a Customer Service Agent for TSB Bank and developing his career in a number of globally recognised operators in the UK and internationally. In his previous role at Genesys Iain was responsible for EMEA sales and the growth of the Partner Ecosystem within EMEA and UKI.
Prior to Genesys, Iain was Group Vice President at TTEC delivering continuous and profitable growth within the UK and in EMEA over 4 years. Iain was responsible for delivering TTEC’s technology led go to market strategy and securing several ground-breaking marque customers and transforming TTEC’s standing in the marketplace.
Iain’s leadership has been recognised by several industry leading organisations including the ECCCSA and CCMA and he was named “Director of the Year 2021” at the Global CCA Excellence Awards for his ability to disrupt the industry with truly transformational CX solutions.
Iain commented, “I am extremely excited to join Ventrica at such a pivotal time in its journey. Ventrica is a true market leader in the outsourced CX space, implementing state of the art technology for intelligent omnichannel customer management and sales solutions. Growth is in my DNA, and I look forward to bringing this to my leadership of this great business and team.
Jim Graham, Group Chairperson, added; “We are delighted to welcome a leader of Iain’s experience and skills. I have no doubt that his charismatic leadership will fit perfectly with the Ventrica way of doing business. I very much look forward to working with him.”
Ventrica is a leading European award-winning, outsourced customer management business that delivers omnichannel and multilingual customer service for blue-chip brands. Significant investment in people, automation and digital contact centre technologies allows Ventrica to enhance customer experiences designed to keep their clients ahead of the technology curve and their competition.
The company is headquartered in Southend, where it operates from spacious, hi-tech and modern offices, placing significant emphasis on its staff’s comfort and well-being. Ventrica shares the same passion for its customers’ business as it does for its own and continually strives for quality and service delivery consistency.
Ventrica’s technology framework allows customers to interact from text messages to emails, phone calls to video, intelligent chatbots and back – all within a single platform. Ventrica has significant experience in providing customer management and sales across an array of industries, including, Retail, FMCG, Insurance, Fintech, Healthcare, Transport, Real Estate, Leisure, Hospitality, Construction and Publishing. Ventrica is particularly well-known for its eCommerce expertise particularly within fashion retail.