Category Archives: Data

What’s Next For Planning – Chief Planning Officer?

Posted on 09/04/2021 by Douglas Jackson Diverse Impactful Leadership

What’s Next For Planning – Chief Planning Officer? Continue reading →

Posted in Analytics, Analytics Recruitment, Business Planning, Career Development, Customer Strategy, Data, Resource Planning Industry | Tagged boardroom, business conitnuity planning, Business Planning, CEO, chief data officer, Chief planning officer, operational support planning, Resource Planning | Leave a comment

The UK National Contact Centre Conference 2020

Posted on 05/11/2020 by Douglas Jackson Diverse Impactful Leadership

This week I had the pleasure of attending the UK National Contact Centre Conference with the CCMA. This is a long standing commitment and much anticipated event, always a highlight in the calendar as we make our way to the … Continue reading →

Posted in Best Practice, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, customer service, Customer Service Industry, Customers, Data, Digital Experience, Homeworking, Leadership, Recruitment, Retail, Self-Management, Talent Acquisition, Virtual Recruitment | Tagged Aimie Chapple, Amy Cashman, Biometrics, Capita Customer Management, CCMA, CEO, CEO's put customer service as the most important priority after growth, Contact Centre Advisors, Contact Centre Insight, Customer Journeys, Douglas Jackson, Health, In Field Service, Insights, Jonathan Cowie COO, Kantar, Leigh Hopwood, Liam Smith, Martin Hill-Wilson, Mental Health, Michelle Ansell, Phil O'Sheil Operations Director ATOS, Phygital, Rank Group Director of Customer Services, remote recruitment, Research Director, Segment, Stephen Yap, Telefonica, Twilio, UK National Contact Centre Conference, Verizon, Virtual Recruitment, Vivid housing, Wellbeing | Leave a comment

The Future of The Contact Centre Conference

Posted on 21/02/2020 by Douglas Jackson Diverse Impactful Leadership

I attended The Future of the Contact Centre conference in London last week, and I must say, I came away from the event absolutely buzzing. A big theme for me, taken from the conference, other events, and from talking to … Continue reading →

Posted in Automated Customer Service, Best Practice, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Data, Digital Experience, Douglas Jackson, Executive Search, Leadership, Social Customer Service | Tagged Alex King, Andrew McGuigan, Ben Lappin, booking.com, Bought By Many, Brainfood Consulting, BT, Calabrio, Census Group, Chris Thewlis, Concentrix, COO, Customer Experience Strategist and Influencer, Customer Experience Transformation Leader, Director of Retention and Customer Experience, Douglas Jackson, Ed Creasey, executive search, Fintech, Gavin Morden, Global Head of Commercial and Service Management, Hannah-Louise Cox, Head of Customer Service, Head of Customer Support, Human Resource Director, Ian Naylor, Jason Hendry, Managing Director, Martin Hill-Wilson, Mary Cope, Microsoft, Nicola Millard, Nicola Whitbread, Npower, Paula Kennedy, Recruitment Consultants, Richard Rowley, The Future of the Contact Centre Conference, The Guardian, The Share Centre, Vice President, Vodafone | Leave a comment

Customer Experience Stars

Posted on 07/01/2020 by Douglas Jackson Diverse Impactful Leadership

The start of a New Year, we don’t know about you but it always brings about a time of self reflection, of improvement, of new beginnings, even for those of us who strive for continued development and leanings throughout the … Continue reading →

Voice Still King in Retail

Posted on 28/10/2019 by Douglas Jackson Diverse Impactful Leadership

I had the opportunity of attending a retail round-table event hosted by Ann-Marie Stagg and the CCMA in London last week, titled ‘The Future of Retail’. As you would expect, AI and Bots were heavily featured, although interestingly, voice was … Continue reading →

Posted in AI, Analytics, Automated Customer Service, Best Practice, Chatbots, Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, customer service, Customer Service Industry, Customer Strategy, Customers, Data, Digital Experience, Recruitment, Retail, Retained Recruitment, Retained Search | Tagged AI in Call Centres, ann-marie Stagg, Asos, Ben Page, CCMA, Chatbots, Douglas Jackson, Ipsos Mori, is voice still king in retail, John Lewis, Kerry Gidziewicz, Lego, marcus hickman, Recruitment Consultant, The Co-Op, The future of retail, trust in customer service, voice biometrics, voice technology of the future, Wilko | Leave a comment

Around the World in 80 Days- #ECCCSA18

Posted on 28/11/2018 by Douglas Jackson Diverse Impactful Leadership

So to the most prestigious event in the contact centre and customer service calendar. The European Contact Centre and Customer Service Awards. Once again held at the Battersea Evolution, this years theme ‘Around the world in 80 days’ a fitting … Continue reading →

Posted in Awards, Best Practice, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, customer service, Customer Service Industry, Customer Strategy, Data, Digital, Digital Experience, Douglas Jackson, Employee Engagement, Motivation, multi channel customer experience, omni-channel, Social Customer Service | Tagged Acibadem, Aeroloft, Affinity Water, ann-marie Stagg, Anna Denning, Ascensos, Battersea Evolution, booking.com, Business Stream, Capita Partnership, CPM, Douglas Jackson, ECCCSA18, EE, Emovis, European Call Centre Awards, European contact centre and custome service awards, European Customer Service Awards, Fiona Bruce, gousto, Haste, Icon Communication centres s.r.o, Michelle Ansell, Microsoft, NewDay, Nissan, RHP, Richmond Housing Parnership, Royal Mail, Sberbank, Shop Direct, Sir Ranulph Fiennes, Team Knowhow, Tech Mahindra, Teleperformance Greece, Teleperformance Russia, Tesco Mobile, The White company, The Worlds Greatest Living Explorer, Three, Virgin holidays, Vodafone, Volkswagon Group Roadside Assistance, Webhelp | Leave a comment

Maximising Productivity with AI

Posted on 16/05/2018 by Douglas Jackson Diverse Impactful Leadership

Tuesday 15th May 2018 – A Great afternoon at the Brewery in London as Rebecca Lawrence and Kerry Gidziewicz attended the CCMA Seminar “Maximising Productivity with AI Solutions”, ahead of the evenings UK National Contact Centre Awards hosted by Ann-Marie … Continue reading →

Posted in AI, Automated Customer Service, Awards, Best Practice, Chatbots, Contact Centre Industry, CRM, Customer Experience ROI, Customers, Data, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel, Robotics | Tagged ann-marie Stagg, Artifical, Artificial Intelligence, CCMA, CCMA UK, cognitive CRM, Ebecs, Ipsos Mori, Kerry Gidziewicz, Mark Billingham, Mark Foyster, Matthew Chatterton, Microsoft, multichannel omnichannel customer service, Productivity with AI, Rebecca Lawrence, Rishi Srivastava, Robotics, ROI with AI, Shop Direct, Sue Preston, The Brewery Venue, UK National Contact Centre Awards, Veripark | Leave a comment

What Is the Best Method To Gain Customer Insight?

Posted on 01/11/2017 by Douglas Jackson Diverse Impactful Leadership

Since working for Douglas Jackson and recruiting experienced leaders and practitioners for the Customer Insight, Analytics, CRM and Product industry, I am now far more aware of each interaction I have with organisations, contact centres and other areas of my … Continue reading →

Posted in Analytics, Analytics Recruitment, business intelligence, customer insight, Data, Insight/Analytics | Tagged Analytics Recruitment consultant, Anna Denning, CRM recruitment consultants, Customer analytics, Customer Data, Customer Feedback, customer insight, Customer Insight recruitment, Customer Insight Recruitment Consultants, Customer Surveys, Douglas Jackson, Insightful Data, Perry Fletcher, recruitment, Tripadvisor | Leave a comment

New Horizons at Douglas Jackson

Posted on 22/09/2017 by Douglas Jackson Diverse Impactful Leadership

After 10 years at our previous home and despite upgrading offices four times over the years, due to continued expansion, we have finally outgrown the Lichfield Business Village and have moved into our new home, The Garrick Suite. The Suite … Continue reading →

Posted in business intelligence, Candidate Experience, Candidates, Career Development, Clients, Contact Centre Industry, Continuous Improvement, Continuous Improvement/Process Improvment, CRM, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, Customer Service Industry, Customer Strategy, Customers, Data, Digital Experience, Douglas Jackson, Employee Engagement, Employees, Executive Search, Insight/Analytics, Jobs, omni-channel, Programmes/Projects, Recruitment Agency, Resource Planning Industry, Retained Recruitment, Retained Search, Social Recruitment, Talent Acquisition, Talent Management, Transformation/Change, Video Recruitment Tools | Tagged Behavioural Profiling, BI/MI Recruitment Consultants, CRM recruitment consultants, Customer Success Recruitment, Douglas Jackson, Douglas Jackson Executive Search Consultants, Douglas JAckson Recruitment Consutlants, Douglas Jackson Search, Douglas Jackson UK Recruitment, Garrick Suite, Head of Analytics Recruitment, Head of Continuous Improvement Recruitment, Head of Insight Recruitment, Head of Programmes Recruitment, Head of Strategy recruitment, Head of Transofrmation Recruitment, Job Analysis Tools, Lichfield, Lichfield Cathedral, London Recruitment, New Hire Retention, Project Manager Recruitment Consutlants | Leave a comment

CCMA Seminar and UK National Contact Centre Awards 2016

Posted on 24/05/2016 by Douglas Jackson Diverse Impactful Leadership

Last week we headed to the CCMA Quarterly Seminar and UK National Contact Centre Awards at The Brewery in London in London. The Seminar featured a number of speakers from across the industry; first up was Richard Kenny, Head of … Continue reading →

Posted in Analytics Recruitment, Automated Customer Service, Awards, Best Practice, business intelligence, Contact Centre Industry, Customer Contact, customer service, Customer Service Industry, Customers, Data, multi channel customer experience, Robotics, Social Customer Service, Speech Analytics | Tagged Awards, Awards best practice, Call Centre Management Association, CCMA, Contact Centre Seminar, Customer analytics, Customer Automation, customer contact, Customer Experience, Customer First, customer insight, Customer Service, Customer Strategy, Digital Customer Service, Endsleigh Insurance, Homeserve, Plantronics, Richard Kenny, Robotics, Self-Serve, UK National Contact Centre Awards, Verint, WebhelpUK | Leave a comment

How to Deliver Effective, Compliant Outbound Call Performance

Posted on 08/10/2013 by Douglas Jackson Diverse Impactful Leadership

In our guest post this week, we welcome Marianne Withers. Marianne is a Founding Director of EMC2 (GB) Ltd, the Outbound Specialists and has many years and experience providing Outbound Telemarketing, Operational Consultancy, Data and Dialler Management services for a … Continue reading →