Category Archives: multi channel customer experience

Automation at what cost?

Posted on 08/07/2021 by Douglas Jackson Diverse Impactful Leadership

Automation at what cost? The decline of customer service, people leadership and bots, what is the best balance? Continue reading →

Posted in Analytics, Automated Customer Service, Chatbots, Continuous Improvement, Continuous Improvement/Process Improvment, Customer Experience, Customer Experience ROI, Digital Experience, Leadership, multi channel customer experience | Tagged Automation, Boards, Business Strategy, CEO, Chatbots, COO, Customer Experience, Customer Service, Customer Strategy, Decline in Customer Service, Effective Leadership, John Timpson, Multichannel customer service, Telegraph, Timpson | Leave a comment

The New Customer and Employee Landscape

Posted on 04/05/2020 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

Accelerated Digital Transformations

Posted on 06/04/2020 by Douglas Jackson Diverse Impactful Leadership

Over the last couple of weeks, I’ve had some interesting conversations with senior leaders particularly those operating in the digital transformation space. A number of conversations have gravitated to the lack of ‘red tape’ during the latest digital transformation projects … Continue reading →

Posted in Analytics Recruitment, Automated Customer Service, Best Practice, Business Planning, Contact Centre Industry, Continuous Improvement, Customer Experience, customer service, Customer Strategy, Diversity and Inclusion, Homeworking, multi channel customer experience, Transformation/Change | Tagged Accelerated Digital Transformation, Business as usual, business operations, digital transformation, digital transformation projects, diverse recrutiment, diversityrecruitment, Douglas Jackson, empowering stakeholders, flexible working, Holly Beeston, Homeworking, inclusiverecruitment, increased urgency, large scale transformation, lockdown, Recruitment Consultant, transformation | Leave a comment

Stability In a Changing Market

Posted on 11/12/2019 by Douglas Jackson Diverse Impactful Leadership

Well, we are hours away from yet another time in our economic climate whereby decisions of our country are going to be remembered in history. Whatever your opinions on what has happened, is happening, or about to happen, there is … Continue reading →

Posted in Candidate Experience, Candidates, Contact Centre Industry, Douglas Jackson, Employee Engagement, multi channel customer experience, Recruitment, Recruitment Agency, Talent Acquisition, Talent Management | Tagged douglas jackson recruitment, Effective Recruitment, effective talent acquisition, executive search, general election, Hannah-Louise Cox, political landscape, recruitment change, Recruitment Consultant, stability in an uncertain market, Talent Acquisition, trust | Leave a comment

Europe’s finest- ECCCSAs 2019

Posted on 27/11/2019 by Douglas Jackson Diverse Impactful Leadership

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 ann-marie Stagg, Awards, Battersea Evolution, CCMA, Contact Centre, Customer Experience, Customer Service, Douglas Jackson, douglas jackson recruitment, ecccsa19, European contact centre and customer service awards, Fiona Bruce, Frank Bruno, Ovo Energy, papyrus | Leave a comment

The Future of Work in Contact Centres

Posted on 14/11/2019 by Douglas Jackson Diverse Impactful Leadership

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 ageing customer, ageing workforce, ann-marie Stagg, British Library, CCMA, Customer Experience, Douglas Jackson, Employee engagement, helen wilson, Henley Business School, Ipsos Mori, Moneypenny, NICE, Odigo, omnichannel, poly, Professor Moira Clark, remote working, Sabio, the future of work in contact centres, Verint | Leave a comment

Around the World in 80 Days- #ECCCSA18

Posted on 28/11/2018 by Douglas Jackson Diverse Impactful Leadership

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 Acibadem, Aeroloft, Affinity Water, ann-marie Stagg, Anna Denning, Ascensos, Battersea Evolution, booking.com, Business Stream, Capita Partnership, CPM, Douglas Jackson, ECCCSA18, EE, Emovis, European Call Centre Awards, European contact centre and custome service awards, European Customer Service Awards, Fiona Bruce, gousto, Haste, Icon Communication centres s.r.o, Michelle Ansell, Microsoft, NewDay, Nissan, RHP, Richmond Housing Parnership, Royal Mail, Sberbank, Shop Direct, Sir Ranulph Fiennes, Team Knowhow, Tech Mahindra, Teleperformance Greece, Teleperformance Russia, Tesco Mobile, The White company, The Worlds Greatest Living Explorer, Three, Virgin holidays, Vodafone, Volkswagon Group Roadside Assistance, Webhelp | Leave a comment

‘Delivering World Class Service With a Human Touch’ – UK National Contact Centre Conference 2018

Posted on 12/11/2018 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

CXFO – What We Can Do Tomorrow

Posted on 20/09/2018 by Douglas Jackson Diverse Impactful Leadership

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 Adrian Swinscoe, Anis Qizilbash, Banksy, barclays, Camden, Carole Layzell, Christopher Brooks, Customer Experience, Customer Experience Rockstar, CX director, CX lab, CXEllence Consulting, CXFO, Digital Eagle, don hales, Dr Richard Claydon, Employee engagement, Employee Experience, Gerry Brown, Isobel Rogers, James Dodkins, Lexden, london, Manuela Pifani, Martin Dukes, Mindful Sales Training, Morris Pentel, Mpathy Plus, Net Promoter Score, NPS, Organisational Misbehaviourists, Street food, The Customer Lifeguard, The Pirate Castle, The Pirates Castle, Tim Routledge | Leave a comment

UK Digital Experience Awards 2018

Posted on 17/07/2018 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

Maximising Productivity with AI

Posted on 16/05/2018 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

Customer Experience – What Does it Mean to You?

Posted on 15/02/2018 by Douglas Jackson Diverse Impactful Leadership

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 | 1 Comment

European Contact Centre & Customer Service Awards ECCCSA’s 2017

Posted on 30/11/2017 by Douglas Jackson Diverse Impactful Leadership

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 Acrobatics, Aegon, Alan Dedicoat, ann-marie Stagg, Artic Theme, Ballet, barclaycard, Barclays Bank, Barclays Premier and Offshore Quality Team, Battersea Evolution, BGL Group, booking.com, CCMA, Co-op Customer and Membership Services, Douglas Jackson, DWP, East Sussexx Highways, ECCCSA17, European contact centre and custome service awards, Fiona Bruce, Firstsource, Genesys, Gocardless, JDRF Type 1 Diabetes charity, John Lewis Partnership, Legal and General, Lloyds bank, Merseyrail, Michelle Ansell, Ops Talent, Ovo Energy, Pindrop, Pusula Call Center, Santander, Sir Steve Redgrave, Sitel, Skyes, Tele2, Teleperformance Greece, Three(3), Ventrica, Vestel, World Remit, YapiKredi | Leave a comment

The Connected Customer Revolution: UK National Contact Centre Conference 2017

Posted on 13/11/2017 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

Here’s to the next 10!

Posted on 03/04/2017 by Douglas Jackson Diverse Impactful Leadership

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.