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Category Archives: Digital Experience
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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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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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 Digital Experience Awards 2016
I have judged at the UK Digital Experience Awards every year since it has started and I am still amazed each year with the amount of time and effort that is put in to, not only the entries and … Continue reading
Posted in Awards, banking, Contact Centre Industry, Customer Experience, Customer Experience ROI, Digital, Digital Experience, Douglas Jackson, financial services
Tagged Awards International, Digital Innovation, don hales, Douglas Jackson, Gate One, Hannah-Louise Cox, Nationwide Building Society, Riverbank Plaza, Shop Direct Group, Teviot Creative Ltd, UK Digital Experience Awards, Wealthify.com, Webhelp
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Does Customer Experience Drive Revenue Growth?
Does Customer Experience Drive Revenue Growth? According to the Forrester’s report ‘Customer Experience Drives Revenue Growth, 2016’, yes it does!
Posted in Continuous Improvement, Customer Experience, Customer Experience ROI, Customer Strategy, Customers, Digital Experience, Douglas Jackson, Growth of Customer Experience, multi channel customer experience
Tagged amazon, Argos, Customer Experience, Customer Experience Drives Revenue Growth in 2016, Customer Experience Recruitment, Customer Experience ROI, Customer Experience Strategy, Customer Strategy Recrutiment, Douglas Jackson, Fixed Term Interim Resource Recruitment, Forresters, Hannah-Louise Cox, Retail Customer Experience, Revenue Growth
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Hire More Successful Leaders Who Stay Longer
Hire Happier, more Successful Leaders Who Stay Longer with Douglas Jackson Search – Retained recruitment solution. Continue reading
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20/09/2016
Tagged Candidate Video Assessments, Chief Customer Officer Recruitment, Comprehensive Candidate Introductions, Customer Experience Director Recruitment, Customer Insight Director Recruitment, Customer Service Director Recruitment, Customer Strategy Director Recruitment, Cutting Edge behavioural Testing, Douglas Jackson, Douglas Jackson Executive Search, douglas jackson recruitment, Douglas Jackson Search, Executive Retained Recruitment, Executive Search Tool, Head of Customer Contact Recruitment, Head of Customer Experience Recruitment, Head of Customer Insight Recruitment, Head of Customer Service Recruitment, Hiring Competent Managers, Hiring Leaders who stay longer, Recruitment Testing, Successful hiring
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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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Customer Strategy & Planning 2016 – All The World’s a Stage
This year, Customer Strategy and Planning headed to Stratford-upon-Avon on the weekend of the 400th anniversary of William Shakespeare’s death, so the conference was full of inspiration and quotes from one of our greatest ever writers. This year’s conference ‘Breakthrough … Continue reading
Posted in Analytics Recruitment, Awards, Best Practice, Business Planning, Contact Centre Industry, Customer Strategy, Customers, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel, Performance, Resource Planning Industry
Tagged Analytics, Autoglass, back to basics, Co-operative banking, Customer Experience, customer service simplicity, Customer Strategy and Planning 2016, dimension data, direct line group, Douglas Jackson, EE, Geoban, Innovation, Intercall, Luke Sykwalker, Motability, North East Ambulance Service, Red Funnell, Resource Planning, RS Components, RSA, Severn Trent Water, Shakespeare 400, Star Wars, Stratford Upon Avon, The Forum, The Method, voice of the Customer
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The Forum – Customer Strategy & Planning Conference – Changing Gear.
This week, some of TeamDJ headed up to Newcastle for the Customer Strategy and Planning Conference. The event opened with some light-hearted, North East linguistic training from the Forum’s adopted ‘Geordie’ Chris Rainsforth. The 400+ strong delegates were able to successfully … Continue reading
Posted in Awards, Best Practice, Business Planning, Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, Digital Experience, Douglas Jackson
Tagged #forumconf, Argos, Awards, British Gas, CEX, Contact Centre, Contact Centre Analytics, Customer Contact Planning, Customer Experinece, Customer Strategy, Digital Experience, Douglas Jackson, DX, Employee engagement, Essex and Suggolk Water, Hughes Insurance, Innovation Awards, James Leach, LV, Motability, multichannel, NE Ambulance, omni channel, Resource Planning, Response, self help, Self-Serve, The Forum, The Forum online, Ulster University
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Is The Future Bright For Call Centres?
For our guest blog this week, we would like to welcome Bob Horton. Bob is a board level business professional, experienced in Operations Management Leadership, Performance Improvement and leading Strategic Transformational Change. He is award winning for innovations and change, … Continue reading
Posted in Best Practice, Contact Centre Industry, Customer Contact, Customer Service Industry, Customer Strategy, Digital Experience, multi channel customer experience, omni-channel, Social Customer Service
Tagged AI in Call Centres, Artifical Intelligence in Call Centres, Award winning Change, Bob horton, Call Centre, CCEO, Chief Customer Experience Officer, Contact Centre, Contact Centre Transformation, CSAT, Customer analytics, Customer Engagement Hub, Customer Insight to Drive Customer Service, Director of Customer Experience, Douglas Jackson Recruitment Blog, FCA Customer Service, Financial Services Customer Service, first contact resolution, Insurance Customer Service, Is the Future Bright For Call Centres, multi-channel customer service, multi-skilled agents, Operational Leader, Quality in Contact Centres, Self-Serve, social customer service
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