And the opportunity might be bigger than you realise.
I’m Dave D’Arcy. I help businesses understand what is happening in their contact centres, lead practical change and make better customer and commercial decisions.
Independent thinking. Real conversations.
Start with the situation. We can work out the right support from there.
You don’t need to have the answer.
Pick a situation to see the relevant ways we could work together, or tell me what’s happening in your own words.
Talk it through with Dave
“Dave brings a rare combination of sector expertise, operational discipline, and an ability to quickly understand how an organisation truly functions.”
An independent assessment of HEP UK’s contact centre.
A clear, actionable reorganisation plan grounded in the realities of delivery.
“The relationship style was very collaborative and there was always a good balance between listening to our views, offering an external perspective and challenging our thinking when needed.”
“Dave contributed to increasing our brand awareness, conducting market research, and carrying out in-depth studies focused on customer acquisition.”
Before you spend money fixing the problem, make sure you’ve found the right problem.
Independent assessment of your people, processes, technology and performance. Clear recommendations, with practical support to deliver change.
Explore operational assessments
Someone who has actually done the job.
Senior experience for a leadership gap, a period of growth or a transformation that needs accountable, hands-on direction. Shaped around your business.
Explore leadership support
One challenge. A fresh pair of eyes.
Share one operational challenge. I’ll personally review it and propose a way forward within three working days of receiving sufficient information. No charge.
Visit the CX Factory
There’s a voice missing from too many boardrooms.
Independent, commercially grounded customer perspective for decisions about growth, costs, technology and investment. Start with one defined advisory session.
Explore a boardroom session
Introductions are easy. Relationships take work.
Helping businesses find the right outsourcing partner, and supporting selected BPOs to develop meaningful commercial relationships. Before and after the contract.
Explore BPO relationships
I’ve been the person making the decisions, the person responsible for delivering them and, occasionally, the person asking why on earth we made them in the first place.
I’ve worked with some remarkable people and organisations. I’ve also seen my fair share of spectacular mistakes, including a few of my own. That’s probably where some of the most valuable lessons came from.
I’m rather more interested in what happens on a Monday morning when the presentation is over and everyone has to make things work.
“You make us laugh every day.”My friend Sean, explaining the name Laughing Leadership.Get to know Dave
Dave D’ArcyFounder, Laughing Leadership
BPO State of the Nation 2026
What happens when improving efficiency reduces the hours your business sells? What are the green reports missing? And why are we buying AI before agreeing what needs fixing?
Start with Dave’s free four-page key findings. Or explore the full report and practical decision tools, listed at £149 on Payhip.
What’s inside the report?No lengthy brief needed. Just a sense of what’s happening and what you’d like to change.
Before any paid work begins, we agree the scope, responsibilities and commercial arrangements.
The CX Factory offers an initial proposed way forward within three working days of receiving sufficient information. No charge. No obligation.
Inside Dave’s Customer Performance Management white paper.
What changes when customer operations are measured by the value they create, rather than the activity they generate?
Get Dave’s white paper on customer value, outsourcing and business performance.
Download the white paperSee what’s inside and read it onlineMarch 2026
February 2026
January 2026
For BPO State of the Nation 2026, ask Dave about the report.
If there’s something else you’d like to know, ask me. You’ll be talking to Dave.
Ask Dave a questionNo. A first conversation can help establish what is happening, what you want to achieve and whether an independent perspective would be useful. You do not need a formal brief.
It depends on the situation. We agree the scope and intended outcome first. That might mean an assessment, a leadership engagement, a partnership discussion or a defined advisory session.
Yes. Where implementation support would be useful, we can agree a separate engagement around the people, processes and decisions involved.
Yes. Alongside operational improvement, I support outsourcing relationships, UK market representation, commercial opportunities and the leadership needed to move them forward.
Share one challenge. Once there is sufficient information to assess it, Dave personally reviews it and returns an initial proposed way forward within three working days. The initial response is free; further work is a separate engagement.
Scope, responsibilities and the commercial arrangement are discussed before any paid engagement begins. BPO partner relationships are disclosed where relevant.
A problem to solve? An opportunity to explore?
You don’t need a formal brief.
Tell me what’s on your mind.