​Aphrodite Brinsmead

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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. Read More>

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. [...]

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