Implications of Changing Consumer Confidence on Customer Contact

The UK is experiencing slow financial recovery following the impact of the pandemic and Brexit. Consumers are still finding life difficult managing their outgoings with costs that are still rising. What is changing in customer contact as a result? During the financial crisis, call demand increased where consumers were looking for support in managing their finances. What is the situation now?

Stephen Yap, Research Director, is exploring this issue through focused consumer research to find out how consumer behaviour and attitudes have changed. Join him to hear what he discovers:

The reality of the current financial situation for consumers
Are organisations providing sufficient support for the vulnerable?
Is proactive contact happening and making a difference?
The impact the current situation is having on contact centres in different sectors

Stephen will be joined by a panel of industry leaders to discuss the findings, including Kelly Shippen, Head of Contact Centre at Leeds Building Society and Frank Sherlock, VP International at CallMiner.

About the Speaker

Stephen Yap, Research Director, CCMA

Stephen designs and delivers bespoke research on topics of interest to the contact centre sector, encompassing themes such as customer behaviour, advisor experience, operations management and technology transformation.

Prior to this Stephen spent almost 20 years with two blue-chip research firms: Kantar and Ipsos. For more than 20 years Stephen has helped some of the world’s most recognisable brands uncover and satisfy their customers’ wants and needs.

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Where and when?

Date: Tue 21 May 2024

Time: 12:00 - 13:00

Location: Online

Who is it for?

Open to all members and non-members.

Why should you go?

Hear the latest research into how financial vulnerability is impacting customer contact.

How much is it?

Free to attend.