8 July 2021Published by Douglas Jackson on 8 July 2021Categories Analytics Automated Customer Service Chatbots Continuous Improvement Continuous Improvement/Process Improvment Customer Experience ROI Digital Experience Leadership multi channel customer experienceAutomation at what cost to service?The decline of customer service, people leadership and bots, what is the best balance?
4 May 2020Published by Douglas Jackson on 4 May 2020Categories AI Best Practice Business Planning Contact Centre Industry Customer Contact Customer Service Industry Customer Success Customers Digital Experience Diversity and Inclusion Douglas Jackson Employee Engagement Employees Executive Search Hiring Homeworking Leadership multi channel customer experience omni-channel Personal Development Recruitment Robotics Self-Management Talent Acquisition Talent Management Transformation/ChangeThe New Customer and Employee LandscapeWhat 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 2020Published by Douglas Jackson on 9 March 2020Categories Automated Customer Service Contact Centre Industry Continuous Improvement Customer Contact Customer Experience Customer Experience ROI customer insight Customer Service Industry Customer Strategy Customer SuccessPersonalisation Of The Customer Journey – CCMA SeminarI 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 […]