Category Archives: Customer Experience ROI

Digital Online Innovation For The Digital Experience Awards 2020

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

Is Customer Experience Really Dead?

This is a subject that I have been pondering on for a long while, and it is a subject that seems to really be at the forefront now in the face of our global crisis. There is so much talk … Continue reading

Posted in Automated Customer Service, Contact Centre Industry, Customer Experience, Customer Experience ROI, Customer Service Industry | Tagged , , , , , , , , | Leave a comment

Personalisation Of The Customer Journey – CCMA Seminar

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

The Future of The Contact Centre Conference

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

Customer Experience Stars

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

Posted in Analytics, Automated Customer Service, Awards, Best Practice, Candidate Experience, Career Development, Clients, Contact Centre Industry, CRM, Customer Experience, Customer Experience ROI, Customer Service Industry, Customer Success, Customers, Data, Douglas Jackson, Employees, Executive Search, Insight/Analytics, omni-channel | Tagged , , , , , , , , , , , , , , | Leave a comment

Voice Still King in Retail

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

Customer Experience Awards 2019

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

UK Customer Experience Awards 2018

This week we were back to the magnificent backdrop of Wembley Stadium for the UK Customer Experience Awards 2018. Now in it’s 9th year, the event was, once again, a jam packed day full day of judging, with over 30 … 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 … 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

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 … 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 … 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 … 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?

  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 … 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 , , , , , , , | 1 Comment

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 … 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 … 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