Category Archives: Digital

Homeworking and Social Media Best Practice with the CCMA.

Posted on 22/05/2017 by

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

UK Digital Experience Awards 2016

Posted on 21/12/2016 by

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

What’s Next For The Development Of Your Live Chat Channel?

Posted on 09/05/2016 by

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

The Digital Experience Awards 2015

Posted on 09/12/2015 by

It was pleasure, as always, to be a part of this years’ Digital Experience Awards at the Riverbank Park Plaza, London, and to chair the judges’ panel for the ‘Best use of digital to improve customer experience’ category.

Posted in Awards, customer service, Customer Service Industry, Digital, Digital Experience, Douglas Jackson, omni-channel, Social Customer Service, social media, Training | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Chief Digital Officer Forum – Round-up.

Posted on 18/06/2015 by

My Overview of the Chief Digital Officer Forum – #DigiLeaders Okay, I will begin this blog by pointing out that I visited this event from a ‘Digital Experience’ and ‘Customer Experience’ perspective… My overall impression from day 1, was that it seemed … Continue reading →

Posted in Best Practice, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Digital, Digital Experience, multi channel customer experience, omni-channel, social media | Tagged , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

What Has Been Your Best Digital Experience?

Posted on 19/08/2014 by

Last month was a busy awards and events time for the Team at Douglas Jackson and I personally had the great pleasure of being invited to judge at the Digital Experience Awards, at the impressive Grand Connaught Rooms, London. There were some fantastic individual presentations, business plans, innovative creations, and stories told not only within each judging category, but also throughout the day, as I had the opportunity to network and meet with many of the entrants, Subject Matter Experts Digital Leaders and Consultants. Continue reading →

Posted in Awards, Contact Centre Industry, Customer Contact, Digital, Digital Experience, Douglas Jackson, Executive Search, multi channel customer experience, omni-channel, Recruitment Agency, Social Customer Service | Tagged , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Who Should Own the Digital Experience?

Posted on 01/07/2014 by

Digital customer experience is fast becoming a key business differentiator, with those responsible for the digital development and delivery being challenged to achieve the best digital initiatives to support their company, but in many organisations the key factors for a truly … Continue reading →

Posted in Customer Experience, Customer Strategy, Digital, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel, Social Customer Service | Tagged , , , , , , , , , , , , , , , , | Leave a comment