Category Archives: Customer Experience

Europe’s finest- ECCCSAs 2019

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

The Future of Work in Contact Centres

The Future of Work in Contact Centres was this years theme and a topical subject for the annual CCMA UK National Contact Centre Conference, which was once again held at the fabulous British Library. This event is always an informative, … Continue reading

Posted in Best Practice, Chatbots, Contact Centre Industry, Customer Contact, Customer Experience, customer service, Douglas Jackson, Employee Engagement, multi channel customer experience, 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

Retained Recruiter Academy

At Douglas Jackson, we are committed to keeping ourselves abreast with new and best industry practises, as well as brushing up on the more traditional ones. As a Senior Consultant within the business, and with over 8 years dedicated service, … Continue reading

Posted in Behavioural Assessment Tools, Behavioural Profiling, Best Practice, Contact Centre Industry, Customer Experience, customer service, Customer Strategy, Customer Success, Douglas Jackson, Employee Engagement, Executive Search, Recruitment, Recruitment Agency, Retained Recruitment, Retained Search, Retention | 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

The Culture Code for Customer Experience and launch of The Judge Club.

An early breakfast at The Ivy Covent Garden for the launch of ‘The Judge Club’ from Awards International. This independent, not for profit body has been created to help on board new judges, offer networking opportunities and advice across the … Continue reading

Posted in Awards, Best Practice, Contact Centre Industry, Customer Experience, customer insight, customer service, Digital Experience, Douglas Jackson, Employee Engagement, Insight/Analytics, Programmes/Projects, Social Customer Service, Talent Management | Tagged , , , , , , , , , , , , , , | Leave a comment

Customer Success, it isn’t Customer Experience (at least not yet)

Customer Success, it isn’t Customer Experience. (at least not yet) There is much talk across the customer community as to the rise of Customer Success and for some, some confusion as to how this now affects Customer Experience.

Posted in Customer Experience, customer insight, Customer Strategy, Customer Success, Customers, Executive Search, Hiring, Recruitment | Tagged , , , , , , , , , , , , , , , | Leave a comment

Around the World in 80 Days- #ECCCSA18

So to the most prestigious event in the contact centre and customer service calendar. The European Contact Centre and Customer Service Awards.  Once again held at the Battersea Evolution, this years theme ‘Around the world in 80 days’ a fitting … Continue reading

Posted in Awards, Best Practice, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, customer service, Customer Service Industry, Customer Strategy, Data, Digital, Digital Experience, Douglas Jackson, Employee Engagement, Motivation, multi channel customer experience, omni-channel, Social Customer Service | 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

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 … 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 … 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

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

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.

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