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’
A huge factor that affects customer experience, that every company can improve on and will really see the benefits from is employee engagement.
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.
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
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.
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
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.
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.
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
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?
The UK Customer Experience Awards arrived at Wembley Stadium for this years judging and presentations.
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
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.
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.
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.
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.
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
10 years ago Douglas Jackson was born, what a ride it has been.
We are so proud of the growth and development of the business, over what has been a challenging economic backdrop and a constantly changing customer landscape.
How confident are you, or your leaders, when it comes to hiring the right person for your business?
Following a recent business survey, The Recruiting Times found that 55% of business leaders believe their lack of recruitment credentials, process, or technology would lead to hiring the wrong candidate. Read the full article here.
Did anyone watch The Voice debut on ITV this weekend? Don’t worry if talent shows and reality TV is not for you, as this is not an article about those, Will.i.am, or Tom Jones, but about Domino’s Pizza and the rise of their customer experience, coupled with their business success.
