​Aphrodite Brinsmead

​Aphrodite Brinsmead

Aphrodite Brinsmead is the Principal Analyst, Customer Engagement at Ovum. Aphrodite analyzes trends in customer service, having authored reports on real-time analytics, intelligent virtual agents, and digital customer support. She has presented globally on the emergence of social media as a customer service channel. Aphrodite has also created market forecasts and designed questionnaires to discover changes in customer service and channel preferences. Prior to joining Ovum, Aphrodite worked as a data assistant at ZenithOptimedia, where she was responsible for manipulating and analyzing data from direct response advertising campaigns. Aphrodite holds a BEng in Microelectronics and Software Engineering from the University of Newcastle.

Articles by: ​Aphrodite Brinsmead

Aligning the Customer & Agent Journeys

Over the last couple of years, we’ve heard a lot about why customer journey management is important. Understanding different touch points and customer behaviors enables organizations to both influence customer satisfaction and create more targeted marketing messages. But often overlooked is how the agent journey impacts customer satisfaction. Although customers are turning to self-service or […]

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