We will be launching the first Voice of the Contact Centre Consumer major research initiative exploring and tracking customer behaviours and attitudes to provide up-to-date insight for contact centre leaders in the UK.

Following a comprehensive two-phased research approach, led by our Research Director, Stephen Yap, the findings of this comprehensive study into the contact centre consumer will be revealed. Two participants who have been involved in the research will share their views on it: Michael Sherwood, Head of Customer Experience at Atom Bank and Claire Carroll, Head of Sales and Service at The Co-Op.

We are delighted that Odigo has supported this ground-breaking project, giving us the opportunity to dive into this area to bring current insights and thinking to contact centre professionals.

To join us and be the first to hear the news, register today.

About the speakers

James Bath

James Bath is Head of Customer Services and Operations for Dyson Europe, running a large scale multi-market, multi-channel CS operation across EMEA. An enthusiastic CS leader, passionate about pioneering change and delivering through his people/teams.

Prior to this, James has spent many years working across business change and transformation spanning retail, financial services and utilities.

Ian Ashby

As the Principal Strategist of ServiceNow’s Customer Service team, Ian helps organisations achieve successful Digital and Customer Service transformation initiatives.

Previously Ian was the Senior Vice President of Global Support at Epicor Software Corp., a leading B2B software vendor, where he had responsibility for the company’s world-wide customer service operations, with teams operating across 16 service centres in 11 countries. Ian was a member of the Epicor Executive Leadership team and led the highly successful EpicCare customer service transformation program for all customers & partners, all products, world-wide, delivering outstanding success including increased customer satisfaction, incremental revenue, reduced costs and improved business agility.

Ian has also held senior leadership roles in a number of other technology companies, including eGain, Honeywell, Avaya and Cable & Wireless. Ian has an Honours Degree and a Master’s Degree from Cambridge University and currently lives in the UK, to the west of London.

LinkedIn profile

Jeff Flynn

Jeff has worked for ServiceNow in a Solutions Consulting role since 2011, helping customers to realise the value of the platform. He has over 25 years’ experience in various customer service roles from being a first line agent through to managing customer service teams. Focused on advising how to incorporate the latest technologies including Artificial Intelligence, Analytics and Machine Learning into modern contact centres, Jeff has a wealth of expertise in customer workflows.

Stephen Yap

Stephen Yap is the Research Director for the Call Centre Management Association (CCMA), where he 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.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

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.

Where and when?

Date: Tue 25 May 2021

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Members and non-members

Why should you go?

Get the very latest insights into the Contact Centre Consumer

How much is it?

Free to attend

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

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.

Go to Top