Automated Customer Service – Douglas Jackson

Automated Customer Service

8 July 2021

Automation at what cost to service?

The decline of customer service, people leadership and bots, what is the best balance?
6 April 2020

Accelerated Digital Transformations

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 […]
9 March 2020

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 […]
21 February 2020

The Future of The Contact Centre Conference

I attended The Future of the Contact Centre conference in London last week, and I must say, I came away from the event absolutely buzzing. A […]
7 January 2020

Customer Experience Stars

The start of a New Year, we don’t know about you but it always brings about a time of self reflection, of improvement, of new beginnings, […]
28 October 2019

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’. […]
16 May 2018

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 […]