Tag Archives: Digital Experience

The State of The Market

Posted on 10/12/2021 by Douglas Jackson Diverse Impactful Leadership

I am asked on a daily basis about the state of the market and many are talking about ‘The Great Resignation’, is it real?, What is the market like, how are salaries being affected etc. Here are some key thoughts Continue reading →

Posted in Board Careers, business intelligence, Candidate Experience, Candidates, CEO, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, customer service, Customers, Digital Experience, Douglas Jackson, Employees, Executive Search, Hiring, Homeworking, Leadership, Retained Recruitment, Talent Acquisition, Talent Management | Tagged customer contact, Customer Experience, Customer Service, Data, Digital Experience, Insightful Data, Leadership, Market, State of the Market, TRends | Leave a comment

Customer Experience Awards 2019

Posted on 11/10/2019 by Douglas Jackson Diverse Impactful Leadership

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 Awards, Awards International, Camm & hopper, Contact Centre, Contact Centre Awards, Customer Experience, Customer Service, Customer Strategy, cxA19, Digital Experience, direct line group, Douglas Jackson, dpd uk, financialforce, game retail, Ian Golding, Kamyar, knight frank, Neil Skehel, nfl, trustedhousesitters, UK Customer Experience Awards, Wembley Stadium | Leave a comment

The Culture Code for Customer Experience and launch of The Judge Club.

Posted on 02/10/2019 by Douglas Jackson Diverse Impactful Leadership

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 Awards, Awards International, Blue sky people change experts, Covent Garden, Customer Experience, Digital Experience, Douglas Jackson, douglas jackson recruitment, Employee engagement, judging, judging best practice, Networking, on boarding, the ivy, the judge club | Leave a comment

The Digital Experience Awards 2019

Posted on 10/07/2019 by Douglas Jackson Diverse Impactful Leadership

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 Digital Awards, Digital Customer Service, Digital Experience, Digital Experience Awards, Digital Experience Recruitment, Digital Innovation, Digital Strategy development, digital transformation, Douglas Jackson, douglas jackson recruitment, Hannah-Louise Cox | Leave a comment

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

Posted on 09/05/2016 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

My Experience – Judging the UK Financial Experience Awards 2015

Posted on 16/07/2015 by Douglas Jackson Diverse Impactful Leadership

As a specialist executive recruiter in the customer experience space, and experienced Digital Experience Awards judge, I thought that it would be really beneficial for me to get involved in the first of the Financial Services Experience Awards. I took … Continue reading →

Posted in Awards, Best Practice, Customer Experience, customer service, financial services | Tagged #ukfxa, #ukfxawards, Awards, Banking Customer Experience, Customer Experience, Customer Service Recruitment in Banking, CX, Digital Experience, Direct Line, Douglas Jackson, DX, Financial Services Customer Experience, FXA, Hannah-Louise Cox, Nationwide Building Society, UK financial Experience Awards, Virgin Money, Zuto | Leave a comment

Chief Digital Officer Forum – Round-up.

Posted on 18/06/2015 by Douglas Jackson Diverse Impactful Leadership

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 barclays, bmw, British Film Institute, canadian film festival, chief digital office forum, Chief Digital Officer, Coca Cola, crystal palace, Customer Experience, Customer Service, Digital Customer Experience Recruitment, Digital Experience, Douglas Jackson, DX, GE Healthcare, Group Head of Digital, Head of Digital, Head of Digital Customer Operations, Macmillan Cancer Support, Nissan, Social Media Customer Enagement, Vice President Digital Sales & Marketing, warner bros | Leave a comment

The Forum – Customer Strategy & Planning Conference – Changing Gear.

Posted on 29/04/2015 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

What Has Been Your Best Digital Experience?

Posted on 19/08/2014 by Douglas Jackson Diverse Impactful Leadership

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 Customer Contact Strategy, Customer Experience, Customer Service Innovation, Digital, Digital Experience, Digital Experience Awards, Digital Experience Recruitment, Digital Innovaion, Douglas Jackson, douglas jackson recruitment, DX, DX Awards, Executive Recruitment, Hannah-Louise Cox, Homebuyers Companion app, multichannel, Nationwide Building Society, omnichannel, Payar, Petchatz, Video chat, Webchat | Leave a comment

Who Should Own the Digital Experience?

Posted on 01/07/2014 by Douglas Jackson Diverse Impactful Leadership

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 →