The 2026 CCMA Research Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations identifies five Customer Contact Personas that make up the UK adult consumer population, each with its own distinctive preferences and perceptions.
If you’re responsible for customer experience, contact centres or service transformation, this research provides a clearer, more human lens on who your customers really are and what they expect when they reach out.
Hear Stephen Yap, Research Director at the CCMA, share a short overview of what is inside the report, recorded during our annual conference in May 2026, and download the full report now.
