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Category Archives: Digital Experience
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 #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
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Searching For Excellence and Geisha Recruiters???
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
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The New Customer and Employee Landscape
What a few months, outside of the movies, I don’t think the majority of us could have ever planned or thought the country would be in lockdown, or in the grip of pandemic as we are. On the whole, we … Continue reading
Posted in AI, Best Practice, Business Planning, Contact Centre Industry, Customer Contact, Customer Experience, Customer Service Industry, Customer Success, Customers, Digital Experience, Diversity and Inclusion, Douglas Jackson, Employee Engagement, Employees, Executive Search, Hiring, Homeworking, Leadership, multi channel customer experience, omni-channel, Personal Development, Recruitment, Robotics, Self-Management, Talent Acquisition, Talent Management, Transformation/Change
Tagged A new type of leader, AI, Automation, Contact Centre, Customer Experience, Customer Service, digitalisation, diverse workforce, diversity, Emotional Intelligence, Employee engagement, empowered workforce, EQ, Hiring Leaders with emotional intelligence, Homeworking, homeworking recruitment, human interactions, inclusive workforce, lockdown learnings, omnichannel, onboarding, remote working, remoteworking onboarding, remoteworking recruitment, The new customer service and contact centre landscape, Training, transformational change, virtual coaching, virtual management, virtual performance
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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 AI in Call Centres, ann-marie Stagg, Asos, Ben Page, CCMA, Chatbots, Douglas Jackson, Ipsos Mori, is voice still king in retail, John Lewis, Kerry Gidziewicz, Lego, marcus hickman, Recruitment Consultant, The Co-Op, The future of retail, trust in customer service, voice biometrics, voice technology of the future, Wilko
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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 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
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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 Awards, Awards International, Blue sky people change experts, Covent Garden, Customer Experience, Digital Experience, Douglas Jackson, douglas jackson recruitment, Employee engagement, judging, judging best practice, Networking, on boarding, the ivy, the judge club
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The Digital Experience Awards 2019
Again, I had the pleasure of judging at this years’ UK Digital Experience Awards in London. What impresses me most about these events is the passion that the finalists have about their entries and their work in order to get to these … Continue reading
Posted in Awards, Contact Centre Industry, Digital, Digital Experience, Douglas Jackson, Employee Engagement, Insight/Analytics
Tagged Digital Awards, Digital Customer Service, Digital Experience, Digital Experience Awards, Digital Experience Recruitment, Digital Innovation, Digital Strategy development, digital transformation, Douglas Jackson, douglas jackson recruitment, Hannah-Louise Cox
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‘Delivering World Class Service With a Human Touch’ – UK National Contact Centre Conference 2018
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
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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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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 #ukdxawards #ukcstn, Awards International, Behavioural therapy, Bronze award, charity digital awards, Click Consult, dialectical behavioural therapy, Digital Experience Awards, Digital Experience Awards 2018, don hales, Dotlabel, Douglas Jackson, DX Awards, goldaward, HMA, Jeremy Nicholas, not for profit digital, PA Housing, public service digital awards, Rebecca Lawrence, Silver award, staffordshire county council, UKDXAWARDS, Valtech Limited, Virgin Trains overall winner
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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 ann-marie Stagg, Artifical, Artificial Intelligence, CCMA, CCMA UK, cognitive CRM, Ebecs, Ipsos Mori, Kerry Gidziewicz, Mark Billingham, Mark Foyster, Matthew Chatterton, Microsoft, multichannel omnichannel customer service, Productivity with AI, Rebecca Lawrence, Rishi Srivastava, Robotics, ROI with AI, Shop Direct, Sue Preston, The Brewery Venue, UK National Contact Centre Awards, Veripark
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