Managers are getting it all wrong...If you want to lead well, then here's the tools to do just that.- Charlie Adams

In this episode of The Impact Room, Perry Fletcher welcomes Charlie Adams, Director of Customer Success and Experience at Custom Connect, customer experience judge, running enthusiast, and author of It’s Just People: A Manager’s Toolkit. Charlie shares the story behind his unplanned journey into customer experience, why he believes most managers overcomplicate what’s actually a people-first job, and how blending practical people skills with emotional intelligence can beat shiny AI promises any day. Tune in for actionable advice on leading teams, handling real conversations, and staying resilient, plus why Charlie says, “If you want to lead well, just do the simple stuff better than anyone else.” Learn more about Charlie here. https://www.linkedin.com/in/charleshsadams/ Get Charlies book It's Just People: A Managers Toolkit. https://amzn.eu/d/7S2ZHqQ Prefer to watch this episode, you can do that here. https://youtu.be/N1wIq8UL5Kw Discover more insights and explore Douglas Jackson’s work supporting leaders who make a difference at www.douglas-jackson.com The Impact Room from Douglas Jackson is a Business, CX and Leadership Podcast Hear from Founders, Thought Leaders,  CEOs, COOs, Chief People Officers, Chief Customer Officers, Director of Customer Experience, Customer Success Directors, Managing Directors and Diversity and CX Advocates in this podcast designed to help inspire and share lived experiences, offering sound advice for your personal and career development and to help drive business success and elevate talent.  Douglas Jackson are a Recruitment Consultancy and Executive Search firm across markets; Insurance. Financial Services, Banking, Utilities. Housing Associations. Retail. Travel. BPO. Telco. SAAS. Diversity. Leadership