Customer Service Industry – 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

19 March 2024

Published by Michelle Ansell on 19 March 2024

The Chief Customer Officer – Who Are They and Do You Need One

One of the most significant contributions of a CCO is their ability to cultivate a customer-centric culture throughout the organization. By championing the importance of customer satisfaction, a CCO encourages every team, from marketing to product development, to prioritise the needs and preferences of customers.

13 April 2021

Published by Douglas Jackson on 13 April 2021

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Jo Causon CEO Institute of Customer Service

We were delighted to welcome Jo Causon, Chief Executive Officer of Institute of Customer Service to the Impact Room.

31 December 2020

Published by Douglas Jackson on 31 December 2020

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Customer Director Report 2020

If you are serious about being a forward thinking customer led organisation, this report is for you and your leaders...

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 […]

28 May 2020

Published by Douglas Jackson on 28 May 2020

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Is Customer Experience Really Dead?

This is a subject that I have been pondering on for a long while, and it is a subject that seems to really be at the […]

4 May 2020

Published by Douglas Jackson on 4 May 2020

The New Customer and Employee Landscape

What a few months, outside of the movies, I don’t think the majority of us could have ever planned or thought the country would be in […]

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 […]

21 February 2020

Published by Douglas Jackson on 21 February 2020

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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 […]