Webinar Replay: How Is Customer Behaviour Changing?

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Knowing how customers behave, enables the contact centre to provide them with a better experience, which also improves company outcomes.

The trouble is that customer behaviour is changing. But how?

We will answer just that question in this webinar, while also sharing a number of techniques that will enable you to use customer behaviour to the advantage of your contact centre.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Peter Massey, Budd
 Peter Massey slides from Customer Behaviour webinar Click here to view the slides
  • Koby Amedume, NICE inContact
 Koby Amedume slides from Customer Behaviour webinar Click here to view the slides
Peter Massey - headshot
Peter Massey
Koby Amedume - headshot
Koby Amedume
NICE inContact
Rachael Trickey - headshot
Rachael Trickey
Call Centre Helper
What You Will Learn
  • Why is understanding customer behaviour important?
  • The ways in which customer behaviour is changing
  • Applying behavioural science to the contact centre
  • How to analyse customer behaviour in your contact centre
  • The benefits to understanding behavioural trends
  • Top tips from the audience
  • Winning tip – "Give your agents an EASY avenue to escalate customer feedback whether that is to development team, call center managers, etc. depending on what the feedback is about. Don't redirect them to another channel to provide the same feedback they just told you (the agent). " thanks to Laura51
Original Webinar date: 1st October 2020

Webinar Timeline

0:10: Introductions – Rachael Trickey, Call Centre Helper
3:04: Poll with results from the audience. Asking "Which of the Following Statements do You Agree With?"
5:30: Peter Massey, Budd Presentation
27:34: Take-aways from Peter's presentation
28:51: Quiz
32:58: Top Tips, Opinions and Questions from the audience
38:14: Koby Amedume, NICE inContact Presentation
39:51: Poll with results from the audience. Asking "How Has the Global Pandemic Changed Your Perspective on Digital Adoption?"
56:28: Take-aways from Koby's presentation
57:37: Top Tips, Opinions and Questions from the audience
59:59: Winning Tip

Speaker Biographies

Peter Massey | Budd

Serial entrepreneur & keynote speaker with significant alumni and businesses in the "customer"​ space. Experienced non-exec and looking for another non-exec role.

Experienced presenter, chair, facilitator, author, awards judge.

Chair of the UK’s Chief Customer Officer Forum of leading client experts, sharing best practice, now in its 13th year.

Full time role is managing director of Budd. Expert in customer experience and operations, for growth, sales and service. Implementing Amazon's "The Best Service Is No Service"​ philosophy as written up by colleagues Bill and David.

Connect with Peter on Social Media: Linkedin | Twitter

Koby Amedume | NICE inContact

Exceptionally focused marketing director and leader with considerable experience across UK, EMEA, APAC and LATAM. Expert across a wide range of marketing disciplines (from Digital Marketing, Demand Gen, Analyst and Media Relations). Action orientated with a strong reputation for delivering results and building high performing teams. Skilled in creating effective metrics driven marketing strategy, customer acquisition, media communications & marketing programmes to drive revenue.

Creative and enjoys working in a fast-paced dynamic environment with proven ability in leading collaborative efforts across a diverse range of stakeholders. Over 20 years of expertise in B2B & B2C across the full marketing mix including Marketing Automation (Marketo), digital and social platforms. Built and led multi skilled and performance driven marketing functions in both start up, growth phase and corporate enterprise.

Connect with Koby on Social Media: Linkedin | Twitter