Tag Archives: John Lewis

Personalisation Of The Customer Journey – CCMA Seminar

I attended another great CCMA seminar in London, focused on the customer journey and how personalising the approach with customers can affect productivity within the contact centre. The afternoon kicked off at the De Vere Connaught Rooms in Holborn with … Continue reading

Posted in Automated Customer Service, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, Customer Service Industry, Customer Strategy, Customer Success, Douglas Jackson | Tagged , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Voice Still King in Retail

I had the opportunity of attending a retail round-table event hosted by Ann-Marie Stagg and the CCMA in London last week, titled ‘The Future of Retail’. As you would expect, AI and Bots were heavily featured, although interestingly, voice was … Continue reading

Posted in AI, Analytics, Automated Customer Service, Best Practice, Chatbots, Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, customer service, Customer Service Industry, Customer Strategy, Customers, Data, Digital Experience, Recruitment, Retail, Retained Recruitment, Retained Search | Tagged , , , , , , , , , , , , , , , , , , , | Leave a comment

UK Customer Experience Awards 2015

Last week we headed to London for the UK Customer Experience Awards. This year the event was held at the Park Plaza Hotel Westminster Bridge, which had some great views of London.  This one, of Big Ben was taken on … Continue reading

Posted in Awards, Best Practice, Contact Centre Industry, Customer Experience, Douglas Jackson | Tagged , , , , , , , , , , , , , , , , , , , , , | Leave a comment