The Connected Customer Revolution: UK National Contact Centre Conference 2017

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 of the day, was right before the start of the conference.  After taking my seat in the auditorium I introduced myself to my neighbours, on my right, two representatives from Lovehoney, Britain’s biggest online sex toy retailer, recently  awarded the Queen’s Award for Enterprise in International Trade.  On my left, a representative from LV=.   Another hugely successful business brand, multiple award winner and one of the largest insurers in the UK with a DEFAQTO 5* rating and recently awarded Which? Insurance provider of the year 2017.    As I introduced both parties to one another, Paul from LV= said to Matt from Lovehoney, “yes, we are more green hearts as opposed to love eggs”.

What Is the Best Method To Gain Customer Insight?

Since working for Douglas Jackson and recruiting experienced leaders and practitioners for the Customer Insight, Analytics, CRM and Product industry, I am now far more aware of each interaction I have with organisations, contact centres and other areas of my customer touchpoints as a consumer.   I am conscious of what insight organisations are taking from each interaction and also what feedback I give to companies. This got me thinking, is there a more successful method of obtaining true customer insight?

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 someone who is not a hard-core sports fan, having this as the view and backdrop for the finalist presentations made for an even more,  dramatic, fitting setting for what turned out to be some really hard fought categories.

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 is situated in a historical, listed building on Market Street, Lichfield, with views to the glorious Lichfield Cathedral from the rear.

Homeworking and Social Media Best Practice with the CCMA.

May 16^th 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.

Self Management – Are You Ready to Start Firing?

You’re Fired!  Not words anyone would like to hear, however words fans of the Apprentice will know well. There is much talk about being fired this week, with the sudden departure of James Comey, FBI Director, at the hands of President Donald Trump.

‘Releasing Potential’ Customer Strategy and Planning 2017

It’s that time of year again and this year to Harrogate, home of the famous Betty’s Tea Rooms and Turkish Baths for the Customer Strategy and Planning conference from the Forum, held at the grandly named Majestic Hotel.

Chris Rainsforth kicked of the opening keynote with a brief history of Harrogate, also known as “The English Spa” and since 2013, polls have consistently voted the town as “the happiest place to live” in Britain.

Nicola Callan, Head of Engagement and Learning at The Forum introduced us to storytelling, and the art of ‘Telling Stories of Success’;

Here’s to the next 10!

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.

Are Your Leaders Hiring the Right Person?

How confident are you, or your leaders, when it comes to hiring the right person for your business?

Following a recent business survey, The Recruiting Times found that 55% of business leaders believe their lack of recruitment credentials, process, or technology would lead to hiring the wrong candidate.  Read the full article here.

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 of their customer experience, coupled with their business success.

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 presentations by the finalists, but also by the organisers of the event to make sure that it runs smoothly. Yet again, this was a really great event, which gave some of the more well known and favourite brands, as well as new and upcoming organisations, the chance to showcase their digital propositions and the reasons why they thought themselves to be worthy winners of various different categories. See the finalists and categories here.

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!

It’s Magic – The National Data Analytics & Insight Conference

Last week we were back at The National Data, Analytics & Insight Conference 2016, hosted by The Forum, which, once again proved to be a great success. The Forum gave an overview of where our industry is right now which was followed by some best practice seminars, split across Customer Insight, Quality and Customer Experience focussed sessions.

There were lots of ideas and improvement initiatives shared which gave the 200 strong audience much to take back to the office to help drive their continuous improvement and customer transformation programmes.

Ian Robertson, Customer Contact Specialist at The Forum, started the day off with a magical start.

UK National Contact Centre Conference 2016

The UK National Contact Centre Conference 2016 proved to be yet again, one of the most worthy annual events on our industry calendar. The event was hosted by Ann-Marie Stagg, Chief Executive of the CCMA, who also gave us a good overview of where our industry is right now on various subjects which were spoken about in more detail by nine industry experts.

UK Customer Experience Awards 2016

Last week we were back at the Park Plaza, Westminster Bridge for the 2016 UK Customer Experience Awards.

With one of the best views from a hotel lobby in London,(in our opinion), this event just gets bigger each year, with over 800 attendees, there to celebrate improvements within customer experience.