Event: Customer Attitudes to Security: The Perception and Reality Gap

Hosted by:
Stephen Yap
Stephen Yap
Matt Smallman
Matt Smallman
Tuesday 28 November 2023
16:00 - 17:00 GMT




This event has finished. You can watch the event replay here:

Customer Attitudes to Security: The Perception and Reality Gap

About the event

Customer attitudes, perceptions and expectations naturally shape the call centre security processes. However, these attitudes don’t always align with perceived wisdom. The Call Centre Management Association (CCMA) embarked on a mission to bridge this knowledge gap. By surveying 1,001 customers, they delved deep into recent experiences and attitudes towards call centre security (https://www.ccma.org.uk/balancing-fighting-fraud-with-customer-experience/).

Join the CCMA’s Research Director, Stephen Yap, and call centre security expert, Matt Smallman, in this illuminating session. Together, they’ll unpack the findings, providing an inside look into the minds of call centre users. Discover the disparities between expectations, perceptions, and the actual execution of security measures. More crucially, grasp the significant implications these have for call centre leadership and the broader Modern Security Community.

In This Session, We’ll Explore:

  • Customer Attitudes, Behaviour and Risk: Dive into patterns of customer behaviour that inadvertently expose them to security threats.
  • Balancing Expectations with Responsibility: Understand how customers perceive their role in maintaining security and how these perceptions match or mismatch with their actual responsibilities.
  • Preferred Authentication Techniques: Get insights into the authentication methods consumers trust and prefer, which may not be what you would always think.
  • Customer Experiences: Delve into how frequently and intensely consumers experience challenges with security measures.


Stephen Yap
Stephen Yap

Stephen Yap is the Research Director for the Call Centre Management Association (CCMA), where he designs and delivers bespoke research on topics of interest to the contact-centre sector, encompassing themes such as customer behaviour, advisor experience, operations management and technology transformation. Stephen's career includes nearly 20 years spent in the research industry with Kantar and Ipsos, most recently as a senior director of the Ipsos Customer Experience division.

Matt Smallman
Matt Smallman

Matt is the author of “Unlock Your Call Centre: A proven way to upgrade security, efficiency and caller experience”, a book based on his more than a decade’s experience transforming the security processes of the world’s most customer-centric organisations.

​​Matt’s mission is to remove “Security Farce” from the call centre and all our lives. All organisations need to secure their call centre interactions, but very few do this effectively today. The processes and methods they use should deliver real security appropriate to the risk, with as little impact on the caller and agent experience as possible. ​​Matt is an independent consultant engaged by end-users of the latest authentication and fraud prevention technologies. As a direct result of his guidance, his clients are some of the most innovative users of modern security technology and have the highest levels of customer adoption. He is currently leading the business design and implementation of modern security for multiple clients in the US and UK.

Local Start Times

  • San Francisco - Tue 08:00 am PST
  • New York - Tue 11:00 am EST
  • London - Tue 04:00 pm GMT
  • Paris - Tue 05:00 pm CET
  • Tokyo - Wed 01:00 am JST
  • Sydney - Wed 03:00 am AEDT

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