The Impact of Technology and Economic Shifts on UK Consumers

Workplaces of all shapes and sizes are being reshaped by the use of technology to improve productivity, with AI in particular continuing to grab headlines. Combine this phenomenon with the announcements in the Autumn Budget with an increase in National Insurance Contributions and increasing minimum wage, and it leads some to voice concerns about pressure on salaries and job security.

There is no doubt that the UK continues to face a fast-changing and unpredictable environment. How does the UK consumer perceive these shifts?

During this one hour debate, CCMA’s Research Director, Stephen Yap, will release the findings from this latest research to understand the views of working people. Joined by a panel of industry leaders, Matt Hallam, Performance Director for Customer Contact at Nationwide, Carl Bishop, Head of Operational Excellence at The AA, Darren Allwright, Head of Supporter Engagement at Compassion UK, and Frank Sherlock, VP International at CallMiner. Stephen will discuss:

Perceptions on the impact of technology on work
Confidence in job security and changes in workload
Opportunities for learning and development

The discussion will give you insight into how your colleagues may really be feeling about the future, and enable you to consider how to better manage expectations and change for the benefit of all.

About the Speaker

Matt Hallam, Performance Director for Customer Contact, Nationwide

Matt has worked for Nationwide for over 20 years. He began his career as a cashier in a local branch, gradually progressing through all the customer-facing roles in the branch network over a period of approximately 10 years. Over the last 10 years, he has taken on more senior leadership roles, leading larger teams across the UK. During that time, he has had the opportunity to lead most branch teams across the North and East of the UK, a role he thoroughly enjoyed.

For the past four years, he has been leading the contact centres, overseeing the 24/7 telephony operation. His current role is Performance Director for Customer Contact, where he leads the Telephony team and Chat team, currently based offshore in India. As a Performance Director, his key priorities include creating the right environment and culture for employees to thrive and perform, ultimately supporting them in their growth, development, and career aspirations.

Darren Allwright, Head of Supporter Engagement, Compassion UK

Darren has been in the role of Head of Supporter Engagement for nearly 4 years, but started his career on the phones and emails in the team he now leads. He took a detour round the organisation into Marketing, Executive Assistant, and now back in their Contact Centre, which they call the Engagement Centre.

Frank Sherlock, VP International, CallMiner

Based in the UK, Frank has been with CallMiner for over 6 years, during which time they have seen significant business growth in the region. Frank holds a master’s degree in business administration (MBA) and a Higher National Diploma in Telecommunications engineering. He has worked in and around the contact centre and customer experience space for the last 25 years.

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Where and when?

Date: Thu 10 Apr 2025

Time: 12:00 – 13:00

Location: Online

Who is it for?

Open to all.

Why should you go?

Gain insight into how your colleagues may really be feeling about the future and consider how to better manage expectations and change for the benefit of all.

How much is it?

Free to attend.