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Category Archives: Customer Service Industry
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 #ukcxa #ukcxawards2018, Affinity Water, Akzo Nobel, Alison Lowrie, Aspen Healthcare, Awards International, Bristan, BT, Business Stream, Cross Country TRains, customer experience awards, Customer Experience Awards 2018, Douglas Jackson, Edam Group, EE, Emma Donnelly, Firstsource, Homes in Segemoor, Michelle Ansell, Neil Skehel, o2, PaymentSense, Perkbox, S club7, Searchflow, Skipton Building Society, Solar Plants, Solus Arc, Thomson Reuters, Value Retail, Vitality, Vitality UK, Wembley Stadium, XLN Business
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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 Customer Experience, Customer Experience Analytics, Customer Experience Development, Customer Experience Recruiter, Customer Experience ROI, Customer Experience Strategy, Customer Experience Transformation, Recruitment Consultant for Customer Experience
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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 … Continue reading
Posted in Automated Customer Service, Best Practice, Chatbots, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, Customer Service Industry, Customer Strategy, Customers, Digital, multi channel customer experience, omni-channel, Robotics
Tagged ann-marie Stagg, Assistant Director of Insgith, Atom Bank, Ben Page, British Library, Cap Gemini, CCMA, CIFAS, Daily Mail Group, Daniel Kahneman, DDC outsourcing, Disney, Douglas Jackson, Ed Creasey, Genesys, Head of Customer Experience, Head of Customer Service, Head of Research, helen wilson, Henley Business School, HMRC, Ipsos Mori, Jason Pillay, John Callachan, lovehoney, LV, Managing Partner, Michael Sherwood, Michelle Ansell, Moneypenny, My Magic+, NICE, NICE ROBOTICS, Nikola Gaubitch, Pindrop, Premier Inn, Professor Moira Clark, Rachel Clacher, Sandra Peaston, Suzi Caesar, Thinking Fast and Slow, UK National Contact Centre Conference
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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 Behavioural Profiling, BI/MI Recruitment Consultants, CRM recruitment consultants, Customer Success Recruitment, Douglas Jackson, Douglas Jackson Executive Search Consultants, Douglas JAckson Recruitment Consutlants, Douglas Jackson Search, Douglas Jackson UK Recruitment, Garrick Suite, Head of Analytics Recruitment, Head of Continuous Improvement Recruitment, Head of Insight Recruitment, Head of Programmes Recruitment, Head of Strategy recruitment, Head of Transofrmation Recruitment, Job Analysis Tools, Lichfield, Lichfield Cathedral, London Recruitment, New Hire Retention, Project Manager Recruitment Consutlants
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Homeworking and Social Media Best Practice with the CCMA.
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.
Posted in Analytics, Automated Customer Service, Best Practice, Candidate Experience, Chatbots, Contact Centre Industry, Customer Experience, customer insight, Customer Service Industry, Digital, Homeworking, Robotics, Self-Management, social media
Tagged ann-marie Stagg, Call Centre Management Association, CCMA, CCMA UK, Contact Centre Awards, Contact Centre Best Practice, Harveys Furniture, Ibot, Martin Kemp, NHS professionals, Plantronics, Social Media, The brewery, The Met Police, Tobi, UK National Contact Centre Awards 2017, Vodafone, Vodafone Chatbot
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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.
Posted in Analytics Recruitment, Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Executive Search, Growth of Customer Experience, multi channel customer experience, Recruitment, Recruitment Agency, Retained Recruitment, Retained Search, Social Recruitment, Video Recruitment Tools
Tagged Chief Customer Officer Executive Search, Chief Customer Officer Recruiter, Contact Centre Director Executive Search, Customer Experience Director Recruiter, Customer Experience Executive Search, Customer Service Director Recruiter, Customer Service Executive Search, Customer Service REcruiter, Douglas Jackson, Douglas Jackson 10 years, douglas jackson recruitment, Established Recruitment Consultants, Professional Recruitment Consultant
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Have You Turned for Customer Experience?
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 … Continue reading
Posted in Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Customers, Digital Experience, Executive Search, multi channel customer experience, Recruitment, Retained Recruitment
Tagged Challenger Brands, Customer Engagement Summit, Customer Experience, Disruptive Brands, Domino's Pizza, Douglas Jackson, Douglas Jackson Search, executive search, ITV, Mcorpcx, Recruitment Consultants, The Voice, Tom Jones, Will.i.am
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UK Customer Experience Awards 2016
Last week we were back at the Park Plaza, Westminster Bridge for the 2016 UK Customer Experience Awards. With one of the best views from a hotel lobby in London,(in our opinion), this event just gets bigger each year, with … Continue reading
Posted in Awards, Best Practice, Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Customers, Growth of Customer Experience, Leadership
Tagged Affinity Water, British Gas, Close Brothers, customer centricity, customer experience awards, Customer Experience best practice, Direct Line, EPOS now, Financial Services Customer Experience, Findel Education, FM outsource, four Seasons Healthcare, HSS Hire, Insurance Customer Experience, Logistics Customer Experience, Microsoft, My Home Move, New Look, Now TV, OCADO, Old Mutual Wealth, Pelican Business Services, Reach Contact, Retail Customer Experience, RHP, Royal London, Scottish Water, SWR waste Management, Thames Water, TSB Customer Experience, UCAS, Utilities Customer Experience, vita student
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The Customer, The C-Suite and The ?
Earlier this year in the Gartner Executive Survey CEO’s put customer service as the most important priority after growth. “The big rise of explicit mentions of the word “customer” was very noticeable in the results of this year’s survey,” Mark … Continue reading
Posted in Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Customers, Employee Engagement, Employees, Growth of Customer Experience, Leadership, multi channel customer experience
Tagged C-suite and Customer Service, CEO's put customer service as the most important priority after growth, Chief Customer Officer, Chief Employee Officer, Customer Experience, Customer Experience is designed and developed by people., Customer Service Director, DEFAQTO RESEARCH, Douglas Jackson Customer Experience Recrutiment, Employee engagement to deliver better customer service, Gartner, Good Leadership, Head of Customer Service, Ian Golding, Leadership Recruitment, Leadership that delivers better customer experience
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CCMA Seminar and UK National Contact Centre Awards 2016
Last week we headed to the CCMA Quarterly Seminar and UK National Contact Centre Awards at The Brewery in London in London. The Seminar featured a number of speakers from across the industry; first up was Richard Kenny, Head of … Continue reading
Posted in Analytics Recruitment, Automated Customer Service, Awards, Best Practice, business intelligence, Contact Centre Industry, Customer Contact, customer service, Customer Service Industry, Customers, Data, multi channel customer experience, Robotics, Social Customer Service, Speech Analytics
Tagged Awards, Awards best practice, Call Centre Management Association, CCMA, Contact Centre Seminar, Customer analytics, Customer Automation, customer contact, Customer Experience, Customer First, customer insight, Customer Service, Customer Strategy, Digital Customer Service, Endsleigh Insurance, Homeserve, Plantronics, Richard Kenny, Robotics, Self-Serve, UK National Contact Centre Awards, Verint, WebhelpUK
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What’s Next For The Development Of Your Live Chat Channel?
The Digital evolution is here! You have managed to convince the exec team that the investment is required and you have successfully established your web-chat channel, or strategy. Great! , so…..what next?
Posted in Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, Customer Service Industry, Customer Strategy, Digital, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel
Tagged bots, Customer Experience, Customer Service, Digital Customer Service, Digital Experience, Digital Strategy development, effective Live Chat delivery, How to develop Live Chat, Live Chat Channel, Live Chat Consulting, Livechat, Mark Howe, Multi-channel Customer contact, omnixco, Richard Lacey, robots, Video chat, Webchat, Zaheer Gilani
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We Can’t Live Without Them so Why Do We Hate Them So?
Mobile Phones, Broadband, TV and WIFI, we just can’t live without them. So why, oh why do we dislike our telecommunications, or network providers so little?
Posted in Best Practice, Contact Centre Industry, Customer Experience, customer service, Customer Service Industry, Customer Strategy, Growth of Customer Experience, multi channel customer experience, telecommunications
Tagged Apple, Best brands for customer service, BT, CSI Index, Customer Experience, Customer Satisfaction, Customer Service, Douglas Jackson, EE, First Direct, Google, Institute of Customer Services, Lovefilm, LV, Most Trusted brands, NAtionwide, Ovo Energy, Sainsburys, Sky, The Game of Thrones, TSB, Virgin Media, Vodafone, Walking Dead, Worst Customer Service
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Customer Service Delivered to Your Door?
At the end of 2014, consumers spent more money than ever online; with Black Friday, Cyber Monday, an improving economy and the pre/post-Christmas spend, we generated an estimated £100 billion worth of online sales. As we head towards yet another … Continue reading
Posted in Contact Centre Industry, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Logistics, multi channel customer experience, Retail
Tagged black friday, Cap Gemini, courier, Courier Service Customer Service, Customer Experinece, Customer Service, customer touchpoints, cyber monday, delivery experience, DPD, express delivery, Hermes, logistics, Mintel, OCADO, omnichannel, parcel delivery, retail customer service, Which?
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