Contact
Supported by

Voice of the Contact Centre Consumer 2026

View All Resources

Since 2021, the CCMA has conducted an annual Voice of the Contact Centre Consumer research study – a comprehensive analysis of consumer contact experiences.

This year’s research examines whether customer service is genuinely improving, how consumers feel about self-service and digital channels, and whether the shift to digital is creating a demographic divide.

It also places consumer vulnerability at the centre of the analysis – no longer a niche concern, but one of the most pressing challenges in customer contact today. The research assesses four vulnerability dimensions: carer responsibilities, health, financial circumstances, and life events.

Supported by Zoom, CCMA’s Voice of the Contact Centre Consumer is produced for contact centre leaders to provide insights to inform a wide range of contact centre strategies.

Want to know more?

Get exclusive access to insights, research, and resources by joining the CCMA community.

More Resources

Additional content about the contact centre industry which might interest you
36 minute listen
Will Governmental Change Mean Change to Employment Law?
Chris is joined by renowned employment law and HR expert Kate Palmer to discuss the latest updates from the Employment Rights Act 2025, and what to prepare for in the coming months.
Colleague Experience
Read more
5 minute read
Supporting Your Contact Centre Teams During Hot Weather
With summer temperatures continuing to rise, contact centre environments – whether office-based or at home – can quickly become uncomfortable and, at times, unsafe.
Colleague Experience
Read more
50 minute read
Voice of the Contact Centre Consumer 2026
This year’s Voice of the Contact Centre Consumer research provides a comprehensive analysis of consumer contact experiences, with a particular focus on vulnerability.
Customer Experience Operational Excellence
Read more
47 minute listen
CareerTalk with Morris Pentel
With a career spanning telecoms, outsourcing and financial services, Morris has been at the heart of change, technology and innovation in our industry for many years.
Colleague Experience
Read more
6 minute read
The UK is a Nation of Experience Sharers and Email Enthusiasts
This article provides an overview of the results from the CCMA’s new landmark study Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations.
Customer Experience Operational Excellence
Read more
6 minute read
Technology Procurement – Where to Start?
This article is a practical overview that outlines how organisations can confidently navigate complex, evolving technology decisions.
Innovation
Read more
30 minute listen
Tackling Data Sovereignty Challenges
This podcast explore why data sovereignty has become an increasingly important area for discussion in recent years, and what contact centre leaders can do to ensure they are keeping their finger on the pulse.
Operational Excellence Strategy and Leadership
Read more
50 minute read
The UK Contact Centre Outsourcing Report 2026
This report is the CCMA’s essential annual guide for buyers of UK customer contact outsourcing services, produced with key insights from The Knowledge Group and written by a range of industry experts.
Colleague Experience Operational Excellence
Read more
47 minute listen
CareerTalk with Imran Ahmed, Aura Global Solutions
Imran worked with major brands like AO, Telefonica, Capita, Tesco Mobile, O" and Virgin Media before taking the leap to build something of his own.
Operational Excellence
Read more
1 hour read
Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations
This CCMA research initiative reveals the five Customer Contact Personas that make up the UK adult consumer population, each with its own distinctive preferences and perceptions.
Customer Experience
Read more
43 minute listen
CareerTalk with Harj Johal, The AA
Harj has 30 years working in contact centres and customer relations within the UK insurance industry, for major brands including Direct Line.
Operational Excellence
Read more
5 minute read
How Does the EU AI Act Impact Contact Centre Leaders?
This article dives into how the new EU Artificial Intelligence Act (EU AI Act) impacts UK contact centres.
Innovation Operational Excellence Strategy and Leadership
Read more
30 minute listen
Creating a Culture of Health and Wellbeing in the Contact Centre
In this episode of Informer, Chris is joined by Dr Jillian Manner, Research Fellow at the University of Edinburgh and a member of the Scottish Collaboration for Public Health Research and Policy to discuss these questions, and the answers in more detail.
Colleague Experience
Read more
44 minute listen
CareerTalk with Ryan Rubertazzi, VodafoneThree
Leigh speaks with Contact Centre Leader of the Year at the ⁠UK National Contact Centre Awards⁠ in 2021, ⁠Ryan Rubertazzi⁠.
Operational Excellence
Read more
30 minute read
Public Services: Connecting Fragmented Journeys
Key insights from the March 2026 Leadership Forum, where senior leaders from across public services to discuss customer journey management.
Strategy and Leadership
Read more
34 minute listen
CareerTalk with Paul Mazoyer, Heineken
In this episode Leigh speaks with ⁠Paul Mazoyer⁠, who reflects back on an incredible 22 years with global brewery giant, ⁠The HEINEKEN Company⁠.
Operational Excellence
Read more
40 minute read
Contact Centre: 2030
Contact Centre: 2030 is a comprehensive research initiative that paints a clear picture of what the not-so-distant future might look like in the contact centre industry.
Colleague Experience Customer Experience Innovation Operational Excellence Strategy and Leadership
Read more
43 minute listen
CareerTalk with Claire Carroll, Hargreaves Lansdown
Claire chats about her career leading contact centre operations for incredible brands such as Virgin Media, Homeserve, BT, Co-Op and JP Morgan.
Operational Excellence
Read more
60 minute watch
The Importance of Developing your People
In this online seminar, we explored how behaviour, mindset and meaningful development shape engaged teams, motivated colleagues and consistently strong outcomes.
Colleague Experience Operational Excellence
Read more
12 minute read
UK Contact Centre Salary Guide 2026
Explore the latest salary data for the UK contact centre sector, with information on job roles ranging from frontline colleague to head of customer experience, and with a full regional breakdown and comparison of average salaries.
Colleague Experience Operational Excellence Strategy and Leadership
Read more
46 minute listen
CareerTalk with David Rumble, Founder and Director
Industry ‘veteran’ David Rumble explains why the contact centre is an industry that can galvanise so many people in their careers.
Operational Excellence
Read more
30 minute listen
Supporting Colleagues and Team Members With ADHD
Tina is a certified ADHD trainer and life coach and speaks about a condition that affects around 5% of people in the UK, and for which she herself was diagnosed for five years ago.
Colleague Experience
Read more
30 minute read
Financial Services: Striking the Right Human and Digital Balance
How do you integrate AI and automation without losing the human connection that customers still need and value?
Customer Experience Innovation
Read more
3 minute read
The AI Journey – What a Key CCMA Data Source Tells Us
Tracking how UK contact centres are actually approaching their implementation of AI has been a key mandate for the CCMA for some time. It has also been the driving force behind our recent How To… events.
Innovation
Read more
6 minute listen
CareerTalk Special – National Contact Centre Day
We take a peek behind the curtain, by visiting WTW in Redhill on National Contact Centre Day for a special episode of CareerTalk.
Operational Excellence
Read more
5 minute read
Before the Bot: Why a Framework for AI Adoption is Crucial
Deploying AI in the contact centre is fundamentally a change management challenge that needs critical strategy planning.
Innovation
Read more
50 minute listen
CareerTalk with Danielle Henry, John Lewis Partnerships
Danielle Henry, Director of Customer Care and Contact at John Lewis Partnership, speaks about her career to date.
Strategy and Leadership
Read more
5 minute read
BPO Briefings: Keeping Up with the Pace of Change
At our latest BPO Briefing the mood was one of cautious pragmatism - an industry that knows the ground is shifting and is working hard to stay ahead.
Operational Excellence
Read more
30 minute read
The Hidden Cost of Over-Automation
Senior leaders gathered at the House of Lords to explore the impact of ‘over-automation’ within their contact centre operations.
Operational Excellence
Read more
50 minute listen
The Hidden World of Modern Contact Centre Fraud
In this episode of Informer we’re focusing on a topic that will resonate with almost everyone in some shape or form, and that impacts every organisation — from banks and fintechs to energy providers, retailers, and pretty much any business with a customer phoneline.
Innovation Operational Excellence
Read more
40 minute listen
CareerTalk with Vicki Mercer, CAF Bank
Vicki Mercer, Head of Customer Service at CAF Bank discusses experiences from a career in contact centres, and the importance of a 'Brag Book'.
Operational Excellence
Read more
43 minute listen
CareerTalk with Don Haddaway, Artisiam
Don Haddaway, a 35-year industry veteran turned independent CX consultant, chats with Leigh Hopwood, CEO at CCMA.
Operational Excellence
Read more
10 minute read
Contact Centre Predictions 2026: Ten Key Trends for a Pivotal 12 Months
The convergence of advanced AI, evolving customer expectations and a changing skills requirement is reshaping our sector.
Strategy and Leadership
Read more
10 minute read
Looking Back: Contact Centre & Customer Services Summit Highlights
Last year’s event brought senior leaders together for two days of focused learning, strategic discussion and connection.
Customer Experience
Read more
46 minute listen
CareerTalk with Rachel Lewis, NatWest Group
In the final episode of season four of CareerTalk, Leigh Hopwood, CEO of the CCMA, spoke with NatWest Group’s Rachel Lewis.
Colleague Experience
Read more
60 minute read
Contact Centre Technology Report 2026
The Contact Centre Technology Report 2026 is a vital resource for understanding tech transformation in an AI-driven era.
Innovation Strategy and Leadership
Read more
5 minute read
The Big Switch Off: Is Your Organisation Prepared?
A major change to UK telecoms that will have a significant effect on contact centres and their customers is now just 12 months away,
Operational Excellence
Read more
To You and Your Frontline – Making a Difference When it Matters Most
The CCMA recognises the vital work and dedication of contact centres during Christmas and the festive period.
Strategy and Leadership
Read more
15 minute
Early Colleague Involvement – the Key to AI Success?
Organisations that involve their frontline colleagues early in AI implementation are the ones that have most frequently declared success.
Colleague Experience
Read more
15 minute read
Knowledge Management: Digging into the Detail
This Q+A tackles some of the most common Knowledge Management challenges, collated from recent CCMA events and from across our network.
Strategy and Leadership
Read more
National Contact Centre Day – How Will You Be Celebrating?
By getting involved in the inaugural National Contact Centre Day on 4 March 2026, we hope to continue shining the spotlight on all the fantastic and innovative work being done in our industry.
Colleague Experience Strategy and Leadership
Read more
37 minute listen
CareerTalk with Kirk Bradley, Operations Director, Bupa
Leigh talks to Kirk Bradley, Operations Director at Bupa and the Contact Centre Leader of the Year at the UKNCCA 2025.
Customer Experience
Read more
46 minute listen
CareerTalk with James Wilson, Barclays Customer Care
For this episode of CareerTalk, we speak with James Wilson, Interim Head of Supplier Service Management at Barclays Customer Care.
Colleague Experience
Read more
10 minute read
Does Contact Centre Fraud Need a Rethink?
Contact centre fraud is no longer a one-off incident. New data shows that criminal networks are scaling fast, using the contact centre as their entry point.
Operational Excellence
Read more
40 minute listen
Communicating Change in Constantly Changing Organisations
In this episode of Informer, CCMA CEO Leigh Hopwood talks with Sally Pritchett, CEO of Something Big, about leading through transformation with empathy and purpose.
Innovation Operational Excellence
Read more
30 minute read
Emotionally Connected Customer Experience
Leaders discussed how they’re strengthening emotional connections with customers during an era of rapid digital transformation.
Customer Experience
Read more
38 minute listen
CareerTalk with Michael O’Brien, First Customer Contact
Mick O’Brien⁠ at ⁠First Customer Contact explains how his 30 year career in policing morphed into fighting contact centre fraud.
Operational Excellence
Read more
60 minute read
Watch: Don’t Stop! Keep Your Technology Evolving
We invited experts in fraud and crime prevention to tell us more about how we can stop crime. Watch the online seminar.
Read more
3 minutes
Second Telecommunications Fraud Charter: What It Means for Contact Centres
The UK’s contact centre and telecommunications sectors have taken a major step forward in the fight against fraud.
Customer Experience Innovation Operational Excellence
Read more
For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

Quick Links

Resources

Contact Us

  • 0333 939 9964
  • info@ccma.org.uk
  • CCMA Ventures Limited
    2nd Floor, Regis House
    45 King William Street
    London EC4R 9AN
  • CCMA LinkedIn
© 2026 Contact Centre Management Association. All rights reserved.
Reg No: 5799326
Privacy Policy Website Terms and Conditions