Research Revealed: Voice of The Contact Centre Consumer

We will be launching the second annual Voice of the Contact Centre Consumer 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 will be revealed in the more comprehensive study into the contact centre consumer today.

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.

Stephen will share the outcomes and dive into the latest insights and thinking with:

  • Andy Davies, Head of Service & Delivery at Virgin Wines
  • Nerys Corfield, Contact Centre Consultant, Injection Consulting
  • Neil Titcomb, Managing Director UKI at Odigo

About the Speakers

Anita Yandell-Jones, Director of Service and Operations at Ecotricity

Anita Yandell-Jones Director of Service and Operations. With over 25 years’ experience in Operations and Customer Service in the Utility, Healthcare and Financial Service Sectors. She inspires her people to put the customer at the heart of their role and is passionate about using intelligent data to drive the right outcomes in processes, people and systems resulting in efficient operations, first contact resolution and a culture where people thrive.

Chris Bryson, Managing Director of Global Analytics at Webhelp

As Managing Director of Global Analytics at Gobeyond Partners, part of the Webhelp group, Chris helps organisations make sense of their data, and use it to design, improve and transform their customer experiences. His career over the last 20 years includes senior roles in Financial Services and BPO, leading teams and deploying data and analytics solutions across Sales, Marketing, Operations, HR and Risk – in B2C and B2B.

Scott Logie, Customer Engagement Director, REaD Group and Chair of the Customer Engagement Committee for the Data and Marketing Association.

A statistician by training, Scott has worked in marketing data for over 30 years and is now a Director of the UK’s most trusted data and insight business, REaD Group. As well as his day job at REaD, Scott is an ex-chair of the Data and Marketing Association (DMA) and chairs their Customer Engagement Committee. In his spare time, he likes nothing better than long runs on the trails in the Lake District.

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: Thu 19 May 2022

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Business leaders, contact centre and operational leaders

Why should you go?

Get the very latest insights into the Contact Centre Consumer.

How much is it?

Free for CCMA members

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