Aphrodite is a principal analyst in the Customer Engagement team at Ovum. She analyzes trends on customer service technologies, having authored reports on real-time analytics, intelligent virtual agents, and digital Web self-service. She has presented globally on the emergence of social media as a customer service channel.
Aphrodite has created market forecast models indicating customer spend on social media monitoring, workforce optimization technologies, and Web chat. She also has designed questionnaires and analyzed data from surveys of up to 4,000 respondents, reviewing where respondents were asked their opinions on 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.