Report: Voice of the UK Consumer

This in-depth report, based on a survey of over 1,000 UK consumers who have interacted with contact centres in the last 18 months, provides crucial insights into what customers truly expect and value in 2025.

Understand what matters most to your customers and align your contact centre strategy accordingly.

What’s inside the report?

• Comprehensive analysis of consumer preferences in contact centre interactions
• Key findings on customer expectations regarding response times, issue resolution, and channel preferences
• Detailed insights on the balance between technological efficiency and human interaction
• Consumer attitudes toward AI, chatbots, and automated systems
• Actionable recommendations to enhance customer satisfaction and build loyalty