Where contact centre meets the age of AI
20+ years building, assuring, and transforming customer experience operations. Practical intelligence for CC, CX, AI, and UC leaders.
One strategic lens.
Deep specialisation across the full stack of modern customer operations — built from 20+ years of real-world delivery.
Contact Center Strategy
Designing and optimising high-performance contact centres — from workforce management to omnichannel architecture, KPI frameworks, and operational excellence at scale.
Operations · WFM · OmnichannelCX Assurance
Ensuring every customer touchpoint is measured, governed, and continuously improved. Quality frameworks that scale from front-line teams to board-level reporting.
QA · Governance · CSAT · NPSAI Assurance
Governing AI in customer operations — independently testing, validating, and auditing AI-driven tools so they perform reliably, ethically, and compliantly at scale.
LLM Testing · Governance · EthicsCC Transformation
End-to-end transformation programmes — cloud migration, AI adoption roadmaps, process re-engineering, and change management programmes that actually stick.
CCaaS · Cloud · Change ManagementUnified Communications
Integrating voice, messaging, video, and collaboration into seamless enterprise experiences — bridging UCaaS and CCaaS for a truly connected operation.
UCaaS · CCaaS · IntegrationReady to evolve your CX operation?
Strategy, assurance, and transformation expertise — available to brands and teams ready to level up.
Work with Hes →
I've spent over 20 years inside contact centres, CX programmes, and technology transformation projects — building the frameworks, teams, and systems that make customer operations genuinely excellent.
Today I write, consult, and speak on AI assurance, CX quality, CC transformation, and unified communications — cutting through the noise to deliver insight that practitioners can actually use.
Through Xperience Masterclass I share everything I've learned: in a weekly newsletter, a twice-weekly podcast, and deep-dive articles for leaders who are serious about the work.
Articles, analysis, and perspectives on CX, AI, and the future of the contact centre.
The 5 Metrics Every CX Leader Should Be Tracking in 2025
Cloud Migration in the Contact Centre: What Most Guides Don't Tell You
Bridging the Gap Between UCaaS and CCaaS: A Practitioner's View
Hallucination Risk in Customer-Facing AI: How to Test Before You Deploy
WFM in the Age of AI: Forecasting When Volume Is Unpredictable
Building a QA Scorecard That Front-Line Agents Actually Respect
when you need it most
Advisory, assurance, and transformation expertise — available to brands and teams ready to level up.
CX & CC Strategy
Fractional strategic support for contact centre and CX leaders. Programme design, board-level advisory, and transformation roadmaps that deliver real outcomes.
→AI & CX Quality Review
Independent audit and testing of AI tools in customer operations. QA framework design and governance programme build-out for enterprise and scale-up teams.
→Contact Centre Modernisation
End-to-end CCaaS and UCaaS transformation — from vendor selection to go-live and beyond. Change management and adoption programmes that stick.
→Keynotes & Workshops
Engaging, practitioner-led sessions on AI in CX, contact centre transformation, and the future of customer operations — for conferences, teams, and boards.
→Two episodes a week — real conversations about what it takes to build, run, and transform customer operations in the age of AI.
AI-Driven Quality Assurance in the Contact Centre
What does it actually mean to assure quality when AI is handling customer interactions? A deep-dive into frameworks, red flags, and getting executive buy-in for QA in an AI-first operation.