UK Contact Centre Forum


Elaine Lee

Elaine Lee is Managing Director of ReynoldsBusbyLee Ltd, a consultancy specialising in customer experience and customer engagement. Elaine works with direct marketing companies across DTC and B2B andcharities, enabling them to better understand the interactions they have with their customers and how to build lasting relationships that benefit both the organisation and the customer. Elaine co-founded the consultancy over 18 years ago, after running inbound and outbound telemarketing and customer services teams across Europe for Time-Life Europe, and globally for IMP. Elaine’s work at Reynolds Busby Lee includes heading customer acquisition teams, developing and revising marketing and customer service strategies and introducing new contact channels into the marketing and service mix for her clients. She is a practitioner at heart.  

Elaine’s passion for the inclusion of all customers including those who are in vulnerable circumstances led to her role as the inaugural Co Chair of the DMA’s Vulnerable Consumer Working Party, and the design and delivery of bespoke training and learning and developments sessions for customer facing teams in the commercial and not-for-profit sectors. This training enabled customer facing teams to recognise customers in vulnerable circumstances and understand how to make reasonable adjustments ensuring all customers are treated fairly and receive good outcomes

Elaine is also a trustee for Sightsavers, and chairs the Sightsavers Sweden and Norway boards of Trustees and has been a member of the Telephone Preference Service (TPS) Board since 2015.