Category Archives: Continuous Improvement

It’s not all about the money…

Posted on 06/05/2022 by Douglas Jackson Diverse Impactful Leadership

With the challenges many organisations, start-ups and scale-ups are facing attracting and retaining top talent, it is not just about paying more than everyone else. Continue reading →

Posted in Best Practice, Candidate Experience, Candidates, CEO, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, customer service, Developing Resilient Leaders, Employee Engagement, Employees | Tagged Budd, Employee attraction, employee retention, Employee value proposition, EVP, itsnotallaboutthemoney, peter massey, showmethemoney | Leave a comment

100% People

Posted on 28/04/2022 by Douglas Jackson Diverse Impactful Leadership

I was listening to the High-Performance Podcast with Team Principal &CEO of Mercedes-AMG F1, Toto Wolff. I really enjoy this podcast as no matter the subject and whether it is ofinterest or not; Football, Rugby, Ballet, Business etc, there is … Continue reading →

Posted in Best Practice, Career Development, CEO, Continuous Improvement, Continuous Improvement/Process Improvment, Developing Resilient Leaders, Diversity and Inclusion, Employees, Hiring, Leadership, Performance, Resilient Leadership, Self-Management, talent development, Transformation/Change | Tagged Culture, diversity, F1, Formula one, High Performance Podcast, hiring, Mercedes, Mercedes-AMG, Performance, POdcast, Self Development, Self Improvement, Toto Wolff | Leave a comment

Automation at what cost?

Posted on 08/07/2021 by Douglas Jackson Diverse Impactful Leadership

Automation at what cost? The decline of customer service, people leadership and bots, what is the best balance? Continue reading →

Posted in Analytics, Automated Customer Service, Chatbots, Continuous Improvement, Continuous Improvement/Process Improvment, Customer Experience, Customer Experience ROI, Digital Experience, Leadership, multi channel customer experience | Tagged Automation, Boards, Business Strategy, CEO, Chatbots, COO, Customer Experience, Customer Service, Customer Strategy, Decline in Customer Service, Effective Leadership, John Timpson, Multichannel customer service, Telegraph, Timpson | Leave a comment

Do you have an Inner Cheerleader or Inner Critic?

Posted on 30/03/2021 by Douglas Jackson Diverse Impactful Leadership

Do you have an inner cheerleader, or an inner critic? Do you have nagging thoughts that you’re not good enough? This negative, self-critical voice can undermine how we feel about ourselves, our goals and our effectiveness in life and work. … Continue reading →

Posted in Contact Centre Industry, Continuous Improvement, Developing Resilient Leaders, Diversity and Inclusion, Douglas Jackson, Hiring Resilient Leaders, Motivation, Performance, resilience, Resilient Leadership | Tagged Cheereleader mindset, diverse leadership, diversity, inner cheerleader, inner critic, Mindset, resilience, resilient leader, Sandy hennis FRGS, The Ice Maiden Expedition | Leave a comment

Digital Online Innovation For The Digital Experience Awards 2020

Posted on 21/07/2020 by Douglas Jackson Diverse Impactful Leadership

A round up from a truly virtual UK Digital Experience Awards 2020 from Hannah Louise Cox, with Awards International. Continue reading →

Posted in Awards, Contact Centre Industry, Continuous Improvement, CRM, Customer Experience ROI, Digital, Digital Experience, Douglas Jackson, Leadership | Tagged #ukdxa20 #ukdxawards, 93digital, Ana Belic, Ascenti, Awards International, BT Enterprise, Chair of Judges, Digital Awards, Digital Change, Digital Experience Awards, Digital Experience Awards 2020, digital transformation, Douglas Jackson, Hannah Louise Cox, Ian Golding, Incendiary Blue, Logmein, Marija Prokic, Mitie, Neil Skehel, NewDay, Octopus Energy, Online awards event, Oxford VR, Palladium Digital, Refinitiv, Tempcover Ltd | Leave a comment

Searching For Excellence and Geisha Recruiters???

Posted on 03/06/2020 by Douglas Jackson Diverse Impactful Leadership

Searching for excellence; Japanese culture strives for perfection, the bullet train, the geisha, sushi chef….many people see recruitment as easy but to become an expert takes time…… Continue reading →

Posted in Behavioural Assessment Tools, Behavioural Profiling, Best Practice, Candidate Experience, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, customer service, Customer Strategy, Customer Success, Customers, Digital Experience, Diversity and Inclusion, Douglas Jackson, Executive Search, Hiring, Personal Development, Recruitment | Tagged Bullet Train, Douglas Jackson, douglas jackson recruitment, Douglas Jackson Search, executive search, Experienced Executive Search, Experienced Recruitment Consultant, Expert Recruitment Consultant, Fred Astaire, Geisha, Japan, Maiko, Michelle Ansell, Mount Fuji, Proven Recruitment Consultants, Recruitment Consultants, Searching For excellence, Tokyo | 2 Comments

Emergency Measures and The Future

Posted on 13/04/2020 by Douglas Jackson Diverse Impactful Leadership

I have had the pleasure of talking to some great senior managers across different industries throughout the UK over the last week. Having listened to several individuals and teams which have been implementing ‘emergency measures’ across their customer functions driven … Continue reading →

Posted in Best Practice, Business Planning, Contact Centre Industry, Continuous Improvement, Customer Experience, Customer Strategy, Customer Success, Digital Experience, Diversity and Inclusion, Douglas Jackson, Leadership | Tagged Business Planning, contingency plans, Coronavirus, Covid-19, digital transformation, Douglas Jackson, Emergency measures, Emergency Measures and the Future, emergency planning, Homeworking, Inspirational Stories, lockdown, multichannel planning, recruitment, remote working, transformation programmes, transformational change | Leave a comment

Accelerated Digital Transformations

Posted on 06/04/2020 by Douglas Jackson Diverse Impactful Leadership

Over the last couple of weeks, I’ve had some interesting conversations with senior leaders particularly those operating in the digital transformation space. A number of conversations have gravitated to the lack of ‘red tape’ during the latest digital transformation projects … Continue reading →

Posted in Analytics Recruitment, Automated Customer Service, Best Practice, Business Planning, Contact Centre Industry, Continuous Improvement, Customer Experience, customer service, Customer Strategy, Diversity and Inclusion, Homeworking, multi channel customer experience, Transformation/Change | Tagged Accelerated Digital Transformation, Business as usual, business operations, digital transformation, digital transformation projects, diverse recrutiment, diversityrecruitment, Douglas Jackson, empowering stakeholders, flexible working, Holly Beeston, Homeworking, inclusiverecruitment, increased urgency, large scale transformation, lockdown, Recruitment Consultant, transformation | Leave a comment

Personalisation Of The Customer Journey – CCMA Seminar

Posted on 09/03/2020 by Douglas Jackson Diverse Impactful Leadership

I attended another great CCMA seminar in London, focused on the customer journey and how personalising the approach with customers can affect productivity within the contact centre. The afternoon kicked off at the De Vere Connaught Rooms in Holborn with … Continue reading →

Posted in Automated Customer Service, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, Customer Service Industry, Customer Strategy, Customer Success, Douglas Jackson | Tagged Alice Henderson, amazon, Automation, buying behaviour, Cabot Financial, Call Centre Management Association, CCMA, Chatbots, Claire Lomax, Conversational analytics, DeVere Connaught Rooms, digital transformation, Douglas Jackson, Holly Beeston, Intuit, Joe Diskin, John Lewis, Mahadevan Krishnan, Noble Systems, Personalisation of the Customer Journey, Speech Analytics, Stephen Yap, TTEC, Vitality | 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

Europe’s finest- ECCCSAs 2019

Posted on 27/11/2019 by Douglas Jackson Diverse Impactful Leadership

It was the biggest yet, with 1300 attendees from over 24 countries arriving at the Battersea Evolution for the 2019 European Contact Centre and Customer Service Awards. This year the event was hosted once again by Fiona Bruce, who was … Continue reading →

Posted in Awards, Best Practice, Business Planning, Candidate Experience, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, Customer Service Industry, Douglas Jackson, multi channel customer experience | Tagged ann-marie Stagg, Awards, Battersea Evolution, CCMA, Contact Centre, Customer Experience, Customer Service, Douglas Jackson, douglas jackson recruitment, ecccsa19, European contact centre and customer service awards, Fiona Bruce, Frank Bruno, Ovo Energy, papyrus | Leave a comment

Customer Experience Awards 2019

Posted on 11/10/2019 by Douglas Jackson Diverse Impactful Leadership

A 10th year anniversary for Awards International and the UK Customer Experience Awards. With almost 30 categories and 150 judges, the event was back at the amazing venue of Wembley Stadium, with the pitch being painstakingly prepared for the NFL … Continue reading →

Posted in Awards, Best Practice, Candidate Experience, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Customer Success, Digital Experience, Douglas Jackson, Growth of Customer Experience | Tagged Awards, Awards International, Camm & hopper, Contact Centre, Contact Centre Awards, Customer Experience, Customer Service, Customer Strategy, cxA19, Digital Experience, direct line group, Douglas Jackson, dpd uk, financialforce, game retail, Ian Golding, Kamyar, knight frank, Neil Skehel, nfl, trustedhousesitters, UK Customer Experience Awards, Wembley Stadium | Leave a comment

‘Delivering World Class Service With a Human Touch’ – UK National Contact Centre Conference 2018

Posted on 12/11/2018 by Douglas Jackson Diverse Impactful Leadership

Ann-Marie Stagg and the CCMA, held the UK National Contact Centre Conference 2018 at the British Library. The theme; Delivering World Class Service With a Human Touch. The event sponsored by Genesys was an extremely well attended event. Free to … Continue reading →

Posted in Automated Customer Service, Awards, Best Practice, Candidate Experience, Career Development, Chatbots, Contact Centre Industry, Continuous Improvement, Continuous Improvement/Process Improvment, Customer Contact, customer service, Customers, Digital Experience, Employee Engagement, Employees, Homeworking, multi channel customer experience, Robotics, Transformation/Change | Tagged Agile Product Contact Centre Structure, Air France, Animal Friends, ann-marie Stagg, Ben Page, Bill Wilson, booking.com, BPA Quality, Brainfood Extra, Build a Duck, CCMA, Clare Lomax, Customer Experience, Customer Service, Digital Channel Strategy Lead, Director of Business Operations, Director of Sales and Marketing, Dorchester, Ed Creasey, Field of Flexibility, General Manager, Genesys, Gina Wall, Instagram, Ipsos Mori, James Revell, Lego, Louise Locke, Marije Gould, Martin Hill-Wilson, Martin Teasdale, Monzo Bank, NICE, Peak End Rule, Personalisation, Quality Solutions Director, Ryanair, Sabio, Severn Trent Water, Site Director, Social Engagement, Steven Lee, Stuart Dorman, The British Library, TTEC, Verint | Leave a comment

CXFO – What We Can Do Tomorrow

Posted on 20/09/2018 by Douglas Jackson Diverse Impactful Leadership

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 … 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 Adrian Swinscoe, Anis Qizilbash, Banksy, barclays, Camden, Carole Layzell, Christopher Brooks, Customer Experience, Customer Experience Rockstar, CX director, CX lab, CXEllence Consulting, CXFO, Digital Eagle, don hales, Dr Richard Claydon, Employee engagement, Employee Experience, Gerry Brown, Isobel Rogers, James Dodkins, Lexden, london, Manuela Pifani, Martin Dukes, Mindful Sales Training, Morris Pentel, Mpathy Plus, Net Promoter Score, NPS, Organisational Misbehaviourists, Street food, The Customer Lifeguard, The Pirate Castle, The Pirates Castle, Tim Routledge | Leave a comment

UK Digital Experience Awards 2018

Posted on 17/07/2018 by Douglas Jackson Diverse Impactful Leadership

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 … Continue reading →