Join us for an exclusive webinar unveiling the findings of Voice of Contact Centre Consumer 2026, the latest instalment in a long-running CCMA research programme exploring consumer sentiment towards customer service.
Based on a nationally representative survey of 2,000 consumers and enriched with insight from contact centre leaders, this session will explore not just what customers think, but why they feel that way and how organisations are responding. This year’s research places a spotlight on consumer vulnerability and digital inclusion, examining whether a digital divide is emerging and what it means for customer experience.
During this interactive panel session, we will explore the following themes:
- How UK consumer sentiment towards customer service is evolving in 2026
- Key differences in customer experience across industry verticals
- Changing consumer preferences for self-service versus assisted channels
- Whether a digital divide is emerging, and which customers risk being left behind
- How vulnerable consumers experience customer service today
- How organisations are supporting vulnerable customers and designing more inclusive experiences
Hear from Vicki Mercer, Head of Customer Service at CAF Bank, Peter Connolly, Head of Operations at Legal & General and Phil Quickenden, Head of Customer and Registration Services at London Borough of Camden.
About the Speaker
Vicki Mercer, Head of Customer Service, CAF Bank
Vicki is a customer service professional with 26 years of experience spanning operational and transformation roles, beginning her career at Saga Insurance. At Charities Aid Foundation Bank, part of one of the UK’s largest charities supporting organisations to optimise their finances, she specialises in using data to enhance customer experience and lead customer centric transformation. Passionate about people, Vicki places customers and colleagues at the heart of her work, championing the contact centre as a core function. She drives engagement through innovation and delivers practical solutions to continually improve experiences, especially for those with additional support needs.
Peter Connolly, Head of Operations at Legal & General
Peter has worked in direct and indirect customer‑facing roles for 30 years, with 25 of these spent in senior management positions managing single‑site, multisite, and outsourced operations and partners. He has been fortunate to win both individual and team National Awards throughout his career and is passionate about customer service and inspiring people to drive their own career development as well as improvements in customer experience.
Phil Quickenden, Head of Customer and Registration Services at London Borough of Camden
Phil brings almost 25 years of experience in Public Sector contact, from the fast pace of a Police 999 call centre where answer times really are life and death, to local government with the breadth of services that encompasses. He believes that technology and AI are valuable tools to support the real stars of the contact centre, the people. A self-confessed data geek, Phil believes that through unlocking the intelligence of the contact centre, organisations can move their understanding of the customers they serve to a whole new level, which in the public sector, means changing lives.
Supported by
Where and when?
Date: Thu 14 May 2026
Time: 12:00 – 13:00
Location: Online
Who is it for?
Contact centre professionals (all levels)
Why should you go?
Hear directly from industry experts as they unpack exclusive insights from Voice of Contact Centre Consumer 2026. This panel discussion reveals how consumer expectations are changing, who risks being left behind by digital services, and what leading organisations are doing to deliver more inclusive, customer-centric experiences.
How much is it?
Free to attend.
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