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.

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.

THE CATEGORIES

There were 23 categories to choose from this year encompassing both sector specific industries such as banking and telecoms, to application specific areas such as the best user experience and best use of social media. The categories had been refreshed to incorporate both B2B and B2C initiatives and to ensure all sizes of organisations can enter whether an individual, SME or large corporation. See the finalists here.

My chosen category was Not for Profit and Charity (Including Public Service). Social or low-cost housing, councils, local government have all made tremendous strides in communicating with customers over the last 5 years or so.

With my involvement in recruiting for both of these sectors, it was the perfect category for me and we had six excellent companies who presented including: Staffordshire County Council, PA Housing, Dotlabel, Valtech Limited, HMA and Click Consult.

The top three finalists in the Not for Profit and Charity category were.

Bronze – Staffordshire County Council

Silver – Dotlabel

Gold – HMA –  The Winner – A very well deserved winner, HMA with their Calm Harm

Calm Harm is an award-winning app developed for teenage mental health charity stem4 by Dr Nihara Krause, Consultant Clinical Psychologist, using the basic principles of an evidence-based therapy called Dialectical Behavioural Therapy (DBT). This has seen a positive rate of adoption to date based on the number of downloads.

The evening was hosted by writer and broadcaster Jeremy Nicholas. 

It was a pleasure to see the Founder & Chairman of the ‘Experience’ series of events, Awards International, Don Hales.

The overall winner was….

Virgin Trains

 Many congratulations to all of the finalists and winners!

A full list of all the winners can be found here: https://d-x-a.co.uk/winners-2018

The team at Awards International always make everybody feel so welcome and it was a pleasure to be part of the day.

Were you lucky enough to be one of the finalists at this years’ UK Digital Experience Awards? What is the story behind your journey? It would be great to hear from you.

If you would like to speak with me about your career, or your digital and customer experience strategy, you can contact me on: Tel: 0345 620 9720, DDI: 01543 231079

Rebecca Lawrence is a Managing Consultant and Head of Performance at Douglas Jackson. Rebecca will work with you to identify, attract and hire senior appointments, mid management and skilled practitioner, subject matter expert talent, that will Define, Design, Direct, Develop, Manage, Plan, Transform, Analyse and Deliver your business operations, sales and service, to differentiate your business and brand.   Rebecca has  extensive experience in Housing, Social Landlords, FMCG and Legal recruitment.

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’

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

Maximising Productivity with AI

Tuesday 15^th 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.

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.

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’.

Customer Experience – What Does it Mean to You?

 

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.

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.

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”.

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?

UK Customer Experience Awards 2017

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.

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.

Homeworking and Social Media Best Practice with the CCMA.

May 16^th 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.

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.

‘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.

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’;

Here’s to the next 10!

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.

Are Your Leaders Hiring the Right Person?

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.