Founder & Managing Director, HiSynergy Consulting Ltd
I founded HiSynergy in 2003 but started my career in the technical aspects of contact centre in 1998. Across nearly three decades I have led contact centre and customer engagement programmes for some of the UK’s largest organisations, working at the level where strategy, technology and operational reality meet. My specialism is contact centre strategy, CCaaS and UCaaS supplier selection, and independent programme governance.
I lead HiSynergy as an independent advisor. We hold no commercial relationships with CCaaS, UCaaS, AI, workforce optimisation or quality management suppliers, and we take no referral fees, partner commissions or revenue shares. That independence is the reason I set the consultancy up the way I did, and it is the position clients value most when they want a senior voice in the room who is not selling them anything downstream.
My work falls into three categories. Independent assessment of existing technology and operations, where the client needs an experienced external view before committing to investment. Structured supplier selection through RFP and tender, where the client wants requirements defined rigorously and proposals evaluated impartially. And independent governance of in-flight transformation programmes, where the stakes are high enough that the client wants an experienced voice holding the supplier, the integrator and the internal programme team to account.
Across HiSynergy and earlier consulting engagements, I have led, governed or advised on contact centre and customer engagement programmes for:
The pattern across these engagements is consistent. Large operations, significant investment, multiple suppliers in the frame, an executive sponsor who needs an independent voice they can trust over a multi-year change cycle.
In May 2026 I published From Contact Centre to Customer Engagement, a paper setting out a three-layer model for what contact centre operations look like when re-imagined for the AI era. The central argument is that the industry has been asking AI to make a change, when the more useful question is to ask for different. The paper is the foundation of HiSynergy’s current thought leadership programme and the source material for an ongoing series of posts on LinkedIn.
If you would like a copy of the paper, please get in touch.
I write regularly on contact centre strategy, CCaaS supplier selection, programme governance, and the practical realities of transformation at scale.
For consulting enquiries, get in touch with HiSynergy.
