UK Customer Experience Awards 2018

This week we were back to the magnificent backdrop of Wembley Stadium for the UK Customer Experience Awards 2018.

Wembley Stadium CX awards 2018 Customer Experience, Douglas Jackson

Now in it’s 9th year, the event was, once again, a jam packed day full day of judging, with over 30 categories and 130 or so judges. Continue reading

Posted in Awards, Contact Centre Industry, Continuous Improvement/Process Improvment, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Customers, Digital, Digital Experience, Douglas Jackson, Employee Engagement, Employees, Programmes/Projects | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

CXFO – What We Can Do Tomorrow

This week we joined The CXFO for their inaugural London Launch meeting, ‘What We Can Do Tomorrow’, held at The Pirate Castle; a community boating charity and multi-use venue for water-based activities on the canal, as well as offering spaces for meetings and events.

The event was an informal, casual event and hosted by chairman Don Hales and Chief Executive Isobel Rogers.

After introductions from Don and Isobel, Morris Pentel took to the stage with idea’s surrounding customer emotions, staff, customer happiness and do we lose all common sense when we slip into our business attire?

It’s not rocket science but it is science….

Happy Customers Happy Staff slide CXFO douglas Jackson

Continue reading

Posted in Best Practice, Candidate Experience, Contact Centre Industry, Continuous Improvement, Continuous Improvement/Process Improvment, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, Digital Experience, Douglas Jackson, Employee Engagement, Employees, Growth of Customer Experience, Insight/Analytics, Leadership, Motivation, multi channel customer experience, omni-channel | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

UK Digital Experience Awards 2018

Now in its 4th year, the UK Digital Experience Awards aims to reward excellence and innovation in using digital technology to improve the customer experience.

UK digital Experience Awards at the forefront of UK business

This was my first time judging at the UK Digital Experience Awards and I thoroughly enjoyed the event from start to finish. The event was held at the prestigious Riverbank Park Plaza in London and the day consisted of the live entry presentations in the morning followed by the superb gala lunch and anticipated awards ceremony after. I met some extremely interesting people and was amazed by the effort made from all the finalists. Continue reading

Posted in Awards, Candidate Experience, Continuous Improvement, Continuous Improvement/Process Improvment, Customer Experience, Digital, Digital Experience, Douglas Jackson, multi channel customer experience, Transformation/Change | Tagged , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

The Missing Link to Employee Engagement

In a world where customers and employees have an ever-growing number of platforms to discuss and rate your company, customer and employee experience must be at the forefront of every successful businesses strategy;

‘Businesses that have an employee, customer-centric approach are three times more profitable than their competitors on average’

An engaged workforce is the best differentiator kronos.com

A huge factor that affects customer experience, that every company can improve on and will really see the benefits from is employee engagement.

Continue reading

Posted in Awards, Best Practice, Candidate Experience, Contact Centre Industry, Customer Experience, Customer Experience ROI, Customer Strategy, Douglas Jackson, Employee Engagement, Employees, Performance, Personal Development, Recruitment | Tagged , , , , , , , , | Leave a comment

Maximising Productivity with AI

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 Stagg.

CCMA Maximising Productivity with AI (2)

Key speakers:

Ann Marie Stagg, CEO of the CCMA, Matthew Chatterton, Director and Head of B2B Customer Experience Ipsos MORI, Sue Preston, Director of Solution Sales at Microsoft, Mark Foyster, VP World Wide Sales and MD UK, VeriPark and Rishi Srivastava, Executive Digital Strategy Advisor at Microsoft. 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 , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Being Your Personal Best: Customer Strategy and Planning 2018

This week #TeamDJ were back in Harrogate, (who now have their very own Ivy restaurant for those foodies planning a trip), for the Customer Strategy and Planning Conference from The Forum.

The Forum are now in their 19th year, in a keynote from Clive Wilson of Primeast,  those in attendance gave a standing ovation to the team for all their work and inspiration over the years.

This years theme; Be your Personal Best.

img_8100

Nicola Callan, Director of the Forum, talked about ‘being, not doing’; being your personal best, is not a moment in time but every moment in time’.  Bob Stella, Head of Best Practice and Insight asked ‘what if each of us were 1% better each day, and imagine, if as a community each of us shared that 1%, think about how much better and inspiring we would all be’. Continue reading

Posted in AI, Analytics Recruitment, Automated Customer Service, Awards, Behavioural Assessment Tools, Best Practice, Business Planning, Candidate Experience, Contact Centre Industry, Customer Experience, Customer Experience ROI, customer insight, Employee Engagement, Leadership, Motivation, Resource Planning Industry, Robotics, Speech Analytics, Talent Management, Transformation/Change | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Customer Experience – What Does it Mean to You?

 

Insight & Analytics_

What does Customer Experience mean to you?

It seems there is still a lot of confusion around Customer Experience.  In an article from  Beth Richardson of IJ Golding Customer Experience Consultancy investigates customer experience job vacancies.  Beth highlighted something we have experienced since the term ‘customer experience’ arrived. The fact that no two roles are the same and a job title does not a job make.

Continue reading

Posted in Analytics Recruitment, Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, customer service, Customer Service Industry, Customer Strategy, Growth of Customer Experience, multi channel customer experience, Recruitment, Recruitment Agency, Retained Recruitment, Social Recruitment, Video Recruitment Tools | Tagged , , , , , , , | Leave a comment

European Contact Centre & Customer Service Awards ECCCSA’s 2017

Wow, what a scene, it truly was a spectacular sight as we entered the grand hall at the Battersea Evolution for the ECCCSA’s, European Contact Centre and Customer Service Awards.

ECCCSA17 spectacular entry to the hall

Continue reading

Posted in Awards, Contact Centre Industry, Customer Contact, Customer Experience, Customer Service Industry, Customer Strategy, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel, Social Customer Service | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

The Connected Customer Revolution: UK National Contact Centre Conference 2017

8th November 2017 and the UK National Contact Centre Conference from the CCMA, held at the British Library knowledge centre.

The event, free to members was sold out with a capacity crowd of over 250 in attendance.

One particular highlight of the day, was right before the start of the conference.  After taking my seat in the auditorium I introduced myself to my neighbours, on my right, two representatives from Lovehoney, Britain’s biggest online sex toy retailer, recently  awarded the Queen’s Award for Enterprise in International Trade.  On my left, a representative from LV=.   Another hugely successful business brand, multiple award winner and one of the largest insurers in the UK with a DEFAQTO 5* rating and recently awarded Which? Insurance provider of the year 2017.    As I introduced both parties to one another, Paul from LV= said to Matt from Lovehoney, “yes, we are more green hearts as opposed to love eggs”. Continue reading

Posted in Automated Customer Service, Best Practice, Chatbots, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, Customer Service Industry, Customer Strategy, Customers, Digital, multi channel customer experience, omni-channel, Robotics | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

What Is the Best Method To Gain Customer Insight?

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 customer touchpoints as a consumer.   I am conscious of what insight organisations are taking from each interaction and also what feedback I give to companies. This got me thinking, is there a more successful method of obtaining true customer insight?

What is the best method to gain customer insight - Anna Denning Douglas Jackson

Continue reading

Posted in Analytics, Analytics Recruitment, business intelligence, customer insight, Data, Insight/Analytics | Tagged , , , , , , , , , , , , , , | Leave a comment

UK Customer Experience Awards 2017

The UK Customer Experience Awards arrived at Wembley Stadium for this years judging and presentations.

UK Customer Experience Awards Wembley Stadium Pano Douglas Jackson Recruitment Judging

Although the venue and use of the executive boxes meant for the judges and finalists we were spread around this impressive stadium and ground and for someone who is not a hard-core sports fan, having this as the view and backdrop for the finalist presentations made for an even more,  dramatic, fitting setting for what turned out to be some really hard fought categories. Continue reading

Posted in Awards, Contact Centre Industry, Continuous Improvement/Process Improvment, Customer Experience, Customer Experience ROI, Douglas Jackson, Employee Engagement, Employees, financial services, Growth of Customer Experience, Performance | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

New Horizons at Douglas Jackson

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 is situated in a historical, listed building on Market Street, Lichfield, with views to the glorious Lichfield Cathedral from the rear.

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 , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Homeworking and Social Media Best Practice with the CCMA.

May 16th 2017, location: The Brewery EC1

Members of the CCMA arrived to a surprisingly sunny London to enjoy the Q2 Seminar on Homeworking and Social Media best practice.

The Brewery london UK National contact centre awards and CCMA seminar

Continue reading

Posted in Analytics, Automated Customer Service, Best Practice, Candidate Experience, Chatbots, Contact Centre Industry, Customer Experience, customer insight, Customer Service Industry, Digital, Homeworking, Robotics, Self-Management, social media | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

Self Management – Are You Ready to Start Firing?

You’re Fired!  Not words anyone would like to hear, however words fans of the Apprentice will know well. There is much talk about being fired this week, with the sudden departure of James Comey, FBI Director, at the hands of President Donald Trump.

you're fired

Continue reading

Posted in Behavioural Assessment Tools, Behavioural Profiling, Business Planning, Employee Engagement, Employees, Hiring, Performance, Self-Management, Talent Acquisition, Talent Management | Tagged , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

‘Releasing Potential’ Customer Strategy and Planning 2017

It’s that time of year again and this year to Harrogate, home of the famous Betty’s Tea Rooms and Turkish Baths for the Customer Strategy and Planning conference from the Forum, held at the grandly named Majestic Hotel.

Betty's tea shop harrogate customer strategy and planning conference 2017

Chris Rainsforth kicked of the opening keynote with a brief history of Harrogate, also known as “The English Spa” and since 2013, polls have consistently voted the town as “the happiest place to live” in Britain.

Nicola Callan, Head of Engagement and Learning at The Forum introduced us to storytelling, and the art of ‘Telling Stories of Success’; Continue reading

Posted in Analytics, Analytics Recruitment, Awards, Best Practice, business intelligence, Business Planning, callcentrehelper, Contact Centre Industry, Customer Contact, Customer Strategy, Douglas Jackson, Resource Planning Industry, Robotics | Tagged , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment