customer insight – Douglas Jackson

27 June 2024

Published by Michelle Ansell on 27 June 2024

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The Importance of Resource Planning, Analytics, and Customer Insight Roles

Operational Support functions are essential to running and effective and efficient operation, helping your business thrive. Find our why resource planning, insight and analytics roles are so crucial for your company and how to hire a good one

5 November 2020

Published by Douglas Jackson on 5 November 2020

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The UK National Contact Centre Conference 2020

This week I had the pleasure of attending the UK National Contact Centre Conference with the CCMA. This is a long standing commitment and much anticipated […]

9 March 2020

Published by Douglas Jackson on 9 March 2020

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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 […]

28 October 2019

Published by Douglas Jackson on 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’. […]

2 October 2019

Published by Douglas Jackson on 2 October 2019

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

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 […]

2 July 2019

Published by Douglas Jackson on 2 July 2019

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Customer Success, it isn’t Customer Experience (at least not yet)

Customer Success, it isn’t Customer Experience. (at least not yet) There is much talk across the customer community as to the rise of Customer Success and […]

28 November 2018

Published by Douglas Jackson on 28 November 2018

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Around the World in 80 Days- #ECCCSA18

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 […]

20 September 2018

Published by Douglas Jackson on 20 September 2018

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CXFO – What We Can Do Tomorrow

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 […]

25 April 2018

Published by Douglas Jackson on 25 April 2018

Being Your Personal Best: Customer Strategy and Planning 2018

This week #TeamDJ were back in Harrogate, (who now have their very own Ivy restaurant for those foodies planning a trip), for the Customer Strategy and […]