Category Archives: Douglas Jackson

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

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

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 , , , , , , , , , , | 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

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

UK Customer Experience Awards 2017

The UK Customer Experience Awards arrived at Wembley Stadium for this years judging and presentations. Although the venue and use of the executive boxes meant for the judges and finalists we were spread around this impressive stadium and ground and for … Continue reading

Posted in Awards, Contact Centre Industry, Continuous Improvement/Process Improvment, Customer Experience, Customer Experience ROI, Douglas Jackson, Employee Engagement, Employees, financial services, Growth of Customer Experience, Performance | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

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