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, supported by our research partner, CallMiner.

About the Speaker

Jen Turner, Head of Sales, Service and Retention, The AA

Jen recently joined the AA as Head of Sales, Service and Retention and has held previous operational positions at Endsleigh Insurance and Markerstudy Broking. She has over 20 year’s experience in customer contact and operational excellence and a proven track record of leading and engaging remote and hybrid teams. She has also been part of the UKCCCMA judging panel for 10 years and a judge for the ECCCSAs since 2017.

Paul Whymark, Chief Operating Officer, Sensée

Having joined the business in January 2020, Paul is the COO at the UK’s leading pureplay homeworking BPO, Sensée.

Prior to this Paul has spent most of his career in financial services contact centres, with senior leadership roles at Hastings Direct, Royal and Sun Alliance (RSA) and Direct Line Group.

Book your place(s)


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Supported by

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.

Book your place(s)


As well as Attendee 1 above, please book places on this event for the following people:

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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