The Impact Room - Conversations That Shape Exceptional Leadership

In this episode of The Impact Room, Michelle Ansell speaks with Hannah Awonuga, award-winning culture, talent and inclusion expert, LinkedIn Top Voice for Gender Equality and advisor to leaders navigating organisational growth. Hannah specialises in helping scale-up businesses design and embed inclusive cultures where organisational growth strengthens both people, performance and enterprise value. Her work focuses on integrating inclusion into leadership behaviours, operating systems and organisational design, rather than treating it as a standalone initiative. Drawing on almost two decades of experience across the banking sector and global organisations, Hannah has led cultural transformation programmes, global colleague listening initiatives and remote teams across the UK, US, Europe and APAC. In this conversation, Michelle and Hannah explore: • Why conversations about diversity and inclusion are evolving toward leadership and organisational culture • The challenges scale-ups face when growth outpaces cultural infrastructure • Why organisations are increasingly seeking strategic advisory support rather than traditional DEI roles • Practical steps leaders can take to build inclusive, high-performing environments This episode offers thoughtful insight for CEOs, founders, HR leaders and executives looking to build organisations where culture, talent and business performance grow together.   Together they explore: The retreat from traditional DEI roles and what it really signals Why inclusive leadership requires new skills — empathy, bias awareness and strategic alignment The “frozen middle” and its impact on progression Fractional and advisory models for culture and inclusion support Intersectional leadership at board level Practical next steps for growth-stage organisations This episode is essential listening for leaders navigating culture, governance, talent retention and long-term performance in a rapidly changing workforce. If you would prefer to watch the full video you can do that here:  Follow and learn more from Hannah here.  https://www.linkedin.com/in/hannahawonuga/ More Information on The Inclusive Foundations Programme here https://www.theinclusivefoundationsprogramme.com/ Learn more about Douglas Jackson who are Executive Search Consultants passionate about Diversity, Inclusion and Retention of Executive Directors show are more successful.  https://www.douglas-jackson.com/services-retained-executive-search-firm/  

Dr Abbey Atkinson joins Michelle Ansell to unpack the structural, cultural and historic forces that shape gender inequality in the UK insurance sector. Drawing from extensive doctoral research and her own industry career, Abbey explains why progress is slowing, what organisations misunderstand about EDI, and the practical steps leaders can take to build equitable, high-performing workplaces. Topics include: • Why gender equality progress remains largely superficial • The “role habitus” concept and how powerful job structures resist change • Flexible working, burnout and why policy without culture doesn’t work • Sponsorship vs mentorship — and why women need both • Networking inequality and why it must be treated as an organisational skill • Data, diagnostics and the danger of misidentifying the problem • How insurers can take meaningful action within 90 days For boards, HR leaders, and executives committed to building better systems — this episode provides grounded, research-led insight with clear recommendations. Listen today - if you would prefer to watch the recording you can do that here: https://youtu.be/Ny8Ht-nfQxE   For more information on Abbey's thesis and company go here https://www.insightchange.co.uk/    Follow Abbey Atkinson here: https://www.linkedin.com/in/abbey-atkinson-phd-88460257/ If you are looking for a Executive Search firm with a passion for Diversity, learn more about Douglas Jackson and their work here. https://www.douglas-jackson.com/diverse-leadership-recruitment-hire-more-diverse-leaders/        

In this episode, The Impact Room welcomes Thomas Moore, COO at Custom Connect, to discuss the realities of operational leadership and the evolving outsourcing landscape. Thomas shares his journey from frontline call-centre agent to COO, offering practical insight into: • The leadership lessons that shaped his career • Why the mid-management layer is under pressure — and how to strengthen it • Behaviour-based hiring and building confident, capable leaders • Human-centred outsourcing and the shift away from AI-first thinking • Managing complexity: cyber threats, global instability and changing customer expectations • What clients should look for when choosing an outsourcing partner Packed with grounded experience and strategic insight, this episode is essential listening for leaders in CX, operations, BPO, transformation and customer-led industries. Listen now, or if you prefer you can watch the full recording here.  Learn more about Custom Connect here: https://www.customconnect.com/ Follow Thomas here: https://www.linkedin.com/in/thomas-m-0659b84/ Learn more about Douglas Jackson for your Executive Search and Recruitment Leadership services. https://www.douglas-jackson.com/  

In this episode of The Impact Room, Michelle Ansell is joined by Carole Layzell, an experienced banking, digital and customer leader who built her career from leaving school at 16 to becoming a Managing Director at Barclays before moving into NED and advisory roles. Carole shares candid reflections on her 30-year career across Barclays, Nationwide, Salesforce and Medallia, discussing how customer experience, digital innovation, and people-first leadership shaped her approach. She also explores what boards are really looking for today, how leaders can stay relevant, and why curiosity and continuous learning have been foundational throughout her journey. We cover: • The realities of starting a career at 16 and navigating progression • Digital transformation and initiatives like Digital Eagles • What skills our leaders and future need now and what makes them future-ready • Why customer experience still defines organisational success • How Carole is approaching her new chapter as a NED and advisor If you're interested in leadership development, customer strategy, banking innovation or building a portfolio career, this episode offers practical wisdom and real-world experience from someone who has lived it. Not sure whow to get the best from your own career then this is a must listen episode. Powered by Douglas Jackson, helping organisations hire more diverse, impactful leaders who stay longer and perform better, for growth, scale and transformation. If you would prefer to watch this episode you can do that here.  https://youtu.be/_pJd7fE1FAo Connect or link with Carole. https://www.linkedin.com/in/carole-layzell/ Learn more about Douglas Jackson and their Banking Financial Services and Insurance Solutions for quality and professional Executive Search and Recruitment, helping you hire more impactful, diverse leadership for Permanent, Interim, NED and Fractional support. https://www.douglas-jackson.com/insurance-banking-and-finance-executive-and-professional-search-recruitment/

Is SEO still relevant in an AI-driven world? Ben Rees, marketing leader, Chief Marketing Officer joins Perry Fletcher in The Impact Room to explore why traditional search tactics are losing their edge and how Answer Engine Optimisation (AEO) and Generative Engine Optimisation (GEO) are redefining visibility and the Marketing Playbook.  Learn how to ethically influence AI-powered algorithms.  Build a reputation that scales, and equip your teams for the dual-speed marketing era. Powered by Douglas Jackson, independent boutique recruitment and Executive search, experts in hiring diverse, impactful leaders for CX, growth and transformation. Follow Ben here. https://www.linkedin.com/in/benjaminrees/ Learn more: https://www.bjrees.com/services/ Find out more about Perry Fletcher and how he can support your Operational Support Recruitment Functions including Resource Planning, AI, Analytics, Insight and Data Transformations, scale and growth. https://www.douglas-jackson.com/operational-support-ai-data/ If you would rather watch this episode you can do that here. https://youtu.be/ZlSuKrYDqjU #aeo #geo#seo#marketing #onlinevisibility #cmo #answerengineoptimisation #generativeengineoptimisation    

In this episode of The Impact Room, Michelle Ansell speaks with Lyndon Purnell, a seasoned Chief Information Officer and fractional technology leader with more than two decades of experience across digital, cyber security, data and large-scale transformation. Together they cover: • The real role of a CIO and how it differs from a CTO • Why technology spend is often wasted and how to build value instead • Practical steps smaller organisations can take to reduce cyber vulnerability • How to assess your tech and cyber posture in the first 30 days • Why people, not systems, are the biggest cyber risk • How fractional CIOs are helping businesses access FTSE-level talent without permanent headcount • The leadership mindset required to navigate AI, automation and fast-moving digital change • How leaders can better understand tech without needing to become experts Lyndon helps unpack  Perfect for CEOs, COOs, operational leaders and boards who want to strengthen resilience, make better technology decisions, and avoid the risks of an increasingly digital world. Follow Lyndon Purnell here. https://linkedin.com/in/lyndonpurnell If you would prefer to watch this episode you can do that here: https://youtu.be/DbYkh2QV_e0 Learn more about Douglas Jackson, the independent boutique recruitment and executive search firm who hire more impactful, diverse leaders on a Permanent, Interim, NED and Fractional basis to help your business, thrive, scale, transform and grow. https://www.douglas-jackson.com/services-retained-executive-search-firm/ #hireachiefinformationofficer #cio #fractionalhires

Are customer surveys still fit for purpose? Adam Elliott, proven Customer Insight Director, Operational Excellence and CX Leader working with brands E.On, Aviva, National Grid joins Perry Fletcher in The Impact Room to explain why traditional survey-based metrics like NPS are becoming obsolete, how can we continue to base our customer strategies and roadmaps on so few survey results? And shares an alternative approach, predictive modelling, is this a better future. This episode explores: • The collapse of survey reliability (1–2% response rates) • Predictive insight using operational and behavioural data • How AI and advanced analytics accelerate customer understanding • The organisational changes required to shift from reactive to predictive • Real examples from utilities, energy and financial services Packed with practical value and strategic direction, this episode is essential listening for CX, Voice of Customer, Customer Insight, Operation Efficiencies and transformation leaders building the next era of customer-centric organisations. Powered by Douglas Jackson experts in hiring diverse, impactful leaders for growth and transformation. If you would prefer to watch this episode you can do that here.  Follow Adam Elliott here. https://www.linkedin.com/in/adam-elliott-59a63a4/ Learn more about Douglas Jackson, who can help you hire CX and Customer Insight specialists and leadership talent. An independent boutique Executive Search and Recruitment Consultancy and Our Operational Support Practice Area for Insight, AI, Analytics and Strategic Planning. https://www.douglas-jackson.com/operational-support-ai-data/   #customerinsight #voiceofthecustomer #voc #cx #podcast #adamelliott   

In this episode of The Impact Room, Michelle Ansell talks with Elke Edwards, founder of Ivy House and ElkeEdwards.com, one of the UK’s most respected leadership experts. Elke shares why leadership is facing a global reset,  and why today’s leaders must shift from learning strategies to building strength. She discusses how emotional resilience, ownership, and wisdom are the new essentials for thriving in an era of constant change. Discover: The one mindset shift that transforms leaders from overwhelmed to empowered. What’s missing from most corporate leadership programmes. How to cultivate calm, creativity and courage in uncertainty. The next generation’s new rules for leadership and learning. “We can’t control what’s coming next, but we can control the state we lead from.” Elke Edwards We’ve spent billions teaching people how to lead from strategy, but not how to lead from strength. The future belongs to leaders who know who they are, take ownership, and operate from wisdom, not overwhelm. Listen to this inspiring conversation that is challenging a broken system and redefining leadership for the modern world and tomorrow, find out how you can start leading better, being your true self today. Find our more of follow Elke Edwards here: https://elkeedwards.com/ LinkedIn: https://www.linkedin.com/in/elkeedwards Elke is also the author of The Friday Question, where she asks one question a week, to help you rise above the noise of your life, take a pause, and find the life you really want. https://elkeedwards.com/friday-question/ Elkes Book Extraordinary - How to Lead a Bigger Braver More Meaningful Life https://amzn.eu/d/5XmC0zT Learn more from Douglas Jackson - www.douglas-jackson.com If you would prefer to watch this full episode you can do that here.   

In this episode of The Impact Room, Michelle Ansell is joined by Carolyn Blunt, Managing Director of Talent Solutions at Sedgwick, to explore the evolving world of leadership development, inclusion, and talent sustainability. Carolyn shares her journey from contact centre L&D specialist to leadership advisor and explains why closing the gender gap isn’t just about fairness, it’s about business performance. Carolyn shares her experience, journey and also some of the initiatives they are developing, to unpack how women can build confidence, develop strategic skills, and break through career ceilings, and how organisations can rethink their approach to learning to create environments where every leader can thrive. This conversation covers: Women in leadership: why representation still matters and how to accelerate progress. The importance of mentoring, coaching, and community. How confidence, mindset, and self-talk can transform career trajectories. The future of learning and how technology can support leadership development. If you’re passionate about leadership, talent, leadership across insurance and the future of work, this is a must-listen episode. Follow Carolyn here: (27) Carolyn Blunt FCIPD | LinkedIn Learn more about Sedgwick Talent Solutions here.  Building future-ready teams for the insurance industry Sedgwick talent solutions offer flexible, fully integrated resourcing and education expertise tailored for the insurance sector. Douglas Jackson are an independent boutique Recruitment Consultancy and Executive Search helping Banking, Financial Services, and Insurance (BFSI) organisations hire exceptional leaders who make a lasting impact.  Helping organisations, scale, overcome obstacles and transform. #diversity #leadership #femaleleaders #thrivingleaders #performance #futurereadypipelines #leadershipdevelopment #sedwicktalentsolutions #sedgwick #carolynblunt #douglasjackson

In this powerful episode of The Impact Room, Michelle Ansell sits down with the remarkable Donna Scully, Joint Owner and Director of Carpenters Group, one of the UK’s leading providers of legal and insurance services. From the tenement streets of inner-city Dublin to the top of the UK legal sector, Donna’s story is one of courage, resilience, and unapologetic ambition. Leaving school at 16 with just GCSEs, she defied the odds and proved that social mobility isn’t just possible, it’s essential for building truly inclusive businesses and leadership teams that reflect the real world. With refreshing honesty, Donna speaks about: Her working-class upbringing and the battles she faced navigating professional spaces. How she built her career without the “right” background or connections. Why we must rethink traditional hiring, qualification pathways, and what "professionalism" really looks like. How kindness, integrity and hard work still matter in today’s cutthroat business world. 💥 Donna's Quote: "I'm the social mobility poster girl. I’m grateful for every opportunity, and I’ve worked hard because I know how lucky I am – but it shouldn’t be about luck." This episode is a must-watch for business leaders, HR professionals, educators, and anyone passionate about diversity, equity and inclusion. Donna’s journey challenges us to see people’s potential beyond their postcode or qualifications and to rebuild access routes into business with heart, fairness, and intention. 💡 The Impact Room is brought to you by Douglas Jackson, a founder led, independent boutique recruitment consultant and Executive Search firm. We help organisations hire more impactful, diverse leaders who stay longer and succeed. 👉 Watch the full episode here: https://youtu.be/6DAPJ9scVRc Follow Donna here: (35) Donna Scully | LinkedIn Learn more about Carpenters Group https://www.carpentersgroup.co.uk/ Learn more about Douglas Jackson and the regulated sectors we serve including, Banking, Financial Services and Insurance here. https://www.douglas-jackson.com/practice-areas-douglas-jackson-executive-search/ #TheImpactRoom #DonnaScully #SocialMobility #WomenInBusiness #LeadershipWithHeart #DiversityandInclusion #KindnessInLeadership #CareerInspiration #LegalLeadership #DouglasJackson

AI is everywhere – from Spotify recommending your next playlist to hospitals diagnosing conditions faster than ever before. But what does it really mean for businesses and leaders? In this episode of The Impact Room, Perry Fletcher talks with Ahmed Khan, Co Founder of Edge vision AI an AI expert, technologist with over 20 years of experience, about separating hype from reality and finding the true value of AI. Ahmed shares how companies can leverage AI for efficiency, strategy, and customer experience – and the pitfalls of adopting it blindly. He also explores cutting-edge uses in medicine, transport, and nanotechnology that show the future is already here. Quote from Ahmed: “The biggest mistake is treating AI like a magic wand. Without strategy and the right data, it won’t work. Get those right, and it can transform your business.” Whether you’re a CEO, COO, or future-focused leader, this episode gives you clear insights into what AI can do today – and what’s coming next. If you would prefer to watch this episode go here: https://youtu.be/uZubTbvN3-c  Follow Ahmed here: (9) Ahmed M S Khan | LinkedIn Learn more about Douglas Jackson, an independent boutique recruitment and Executive Search firm and how to hire more impactful leaders who stay longer and are more successful in AI, Data transformation, Operational Support, Tools Tech, Insight, Analytics and Resource Planning. https://www.douglas-jackson.com/services-retained-executive-search-firm/ 

Welcome to The Impact Room, where we speak with the leaders shaping tomorrow’s organisations. In this episode, Perry Fletcher, Operational Support Practice Lead at Douglas Jackson is joined by Chris Kenny, Digital Specialist at JDI Digital Transform Limited to discuss the crisis of trust facing regulated professions—and what good leadership looks like in today’s climate. Chris has spent over two decades at the intersection of regulation, risk, and governance, helping organisations rethink culture, compliance, and what it truly means to lead with integrity. From AI to professional burnout, Chris doesn't shy away from the big topics. He challenges the status quo and offers a practical roadmap for leaders who want to create safe, inclusive, and trusted environments that withstand scrutiny and drive impact. If you're in healthcare, law, insurance, or any highly scrutinised sector, this episode is a must-listen. 👉 Follow The Impact Room for more powerful stories from the leaders creating meaningful change. Follow Chris here https://www.linkedin.com/in/chris-kenny-0306312a Prefer to watch the full episode, you can do that here. https://youtu.be/e2PO0sP-ISo Learn more about Douglas Jackson Executive Search and Recruitment Consultant for Operations, Operational Support, including, Resource Planning, Analytics, Insight, AI, CX and UX. https://www.douglas-jackson.com/ Douglas Jackson Partner with organisations across sectors to identify and attract top-tier leaders and subject matter experts, whether permanent, fractional, or NED, who drive transformation, scale, or solve critical challenges. Operating at the intersection of Operations, Transformation, Growth, Customer, CX, Marketing, Digital and Operational Support, helping you hire high-impact leaders, C-suite, SVP, Director and subject matter, critical expert hires who stay longer and are more successful. a

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

In this episode of The Impact Room, host Michelle Ansell, Managing Partner at Douglas Jackson, welcomes Becca Meadows — ex-Sandhurst Leadership Instructor, British Army Officer, and founder of She Thrives, a women’s health and leadership consultancy. Becca reveals why so many leaders get resilience wrong, unpacking the harsh lessons from her time as a senior officer and principal advisor for UK Defence and NATO. She explains why true resilient leadership demands more than self-sacrifice and how ignoring wellbeing quietly erodes performance at the top. Becca’s unique blend of military leadership, coaching expertise, and passion for nutrition and lifestyle medicine offers powerful, practical takeaways for any leader wanting to perform at their peak without burning out. Key quote: “Resilience isn’t a badge you’re born with — it’s a muscle you train, and if you neglect it, it will weaken.” This is essential listening for forward-thinking employers, CEOs, HR Directors and aspiring resilient leaders across sectors. Contact Becca Meadows - https://beccameadowsnutrition.co.uk/ Follow Becca On Linkedin (7) Becca Meadows | LinkedIn Learn more about the Rekjavic Index Reykjavik Index | My Site Follow The Impact Room for more real conversations with leaders who challenge the norm and drive real change: Douglas Jackson - The Impact Room 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

Why Playing It Safe Is Holding Housing Innovation Back with Stewart Davison In this episode of The Impact Room, Michelle Ansell is joined by Stewart Davison, Managing Director of Elehan Consulting and Founder of Proptech Peer Group, currenlty Vice Chair of Elim Housing. Stewart shares his deep insight into how the housing sector can and must evolve to meet today’s challenges. From launching his own SME peer proptech network to calling out the sector’s aversion to risk, Stewart brings a bold and human-centred perspective on innovation. He talks about the urgent need for culture change, psychological safety for intrapreneurs, and rethinking how we approach digital transformation and customer value in housing. “If we want people to innovate, we’ve got to make them feel safe to fail, safe to try. Otherwise, we’re just managing projects, not creating progress.” Whether you're in housing, proptech, innovation, or leadership, this episode is essential listening. Follow Stewart Davison: https://www.linkedin.com/in/stewart-davison-msc-0581b36/ Elehan Consulting https://elehanconsulting.co.uk/  Learn more about Douglas Jackson: https://www.douglas-jackson.com/the-impact-room-podcast-from-douglas-jackson/ Douglas Jackson, we help Founders, Investors, CEOs, MDs, and senior business executives hire more diverse, impactful leaders and subject matter experts who deliver measurable success and stay longer. With two decades of Executive Search recruitment experience, we’ve partnered with global brands, high-growth scale-ups, and award-winning organisations across Utilities, Housing Associations, Insurance, Financial Services, SaaS, Retail, Travel, BPO and Professional Services.    

Sandra Thompson: The Power of Emotional Intelligence in Leadership and Business In this episode of The Impact Room, Michelle Ansell speaks with Sandra Thompson, founder of EI Evolution, TEDx speaker, and the UK’s first certified Goleman Emotional Intelligence Coach. Sandra is the Author of the inspired Shine Bright The EQ Journal and the Emotiontional Intelligence Pawdcast which features humans and their four legged friends and stories. Sandra unpacks the transformative power of emotional intelligence (EI) in leadership, exploring how it fosters trust, resilience, and meaningful connections in the workplace. Sandra shares practical strategies for building EI, including journaling, practicing gratitude, and creating psychological safety within teams. She explains how leaders can use EI to improve both customer and employee experiences, leading to stronger engagement and better business outcomes. Highlight Quote from Sandra Thompson: "Emotional intelligence isn’t just a leadership tool—it’s a life tool that helps us connect authentically, adapt effectively, and inspire others to thrive." Top Tips You’ll Learn in This Episode: Why self-awareness is the cornerstone of emotional intelligence and how to build it. How to cultivate psychological safety to empower your team. Using EI to create exceptional customer and employee experiences. Practical habits like gratitude journaling to develop resilience and focus. Whether you’re a leader, a manager, or simply curious about the role of emotions in business success, this episode provides actionable insights to help you lead with empathy and authenticity. 🎧 Tune in now and subscribe for more expert conversations! #EmotionalIntelligence #LeadershipDevelopment #CustomerExperience #PsychologicalSafety #SandraThompson #TheImpactRoom Learn more from Sandra. https://www.eievolution.com/ Connect with Sandra here  https://www.linkedin.com/in/cxeisandra/ The Shine Bright EQ Journal  https://eievolution.etsy.com The Emotional Intelligence Pawdcast Episode with Michelle, Digger, Dozer and Atos https://youtu.be/ZFXuQGyWNb8?si=-biPv8rURSdnkSyZ The Emotional Intelligence Pawdcast Channel  https://youtube.com/@theeipawdcast?si=W3Ror1rAe7hExkhd The Impact Room is bought to you from Douglas Jackson Executive Search Firm who help you hire more impactful, diverse leaders who stay for longer and are more successful. www.douglas-jackson.com  

In this thought-provoking episode of The Impact Room, Perry Fletcher, Practice Lead Planning, AI Analytics and Insight sits down with James Bell, a technology leader with over two decades of experience in IT, AI, and data analytics. Formerly Data Enablement and Operations Director at News Corp, James has also held influential roles at Dow Jones and KPMG, shaping strategies in AI risk, governance, and innovation. James shares his journey from leading AI initiatives to debating Google on the global stage about the future of AI. He offers valuable insights into the commoditisation of AI, the importance of governance, and how organisations can reduce manual burdens while adopting transformative technologies. Hear how James used AI tools to upscale old travel footage into a stunning 4K short film, blending technology and creativity in a unique way. Quote from James Bell: "AI offers unprecedented opportunities, but true success lies in pairing innovation with governance and putting people at the centre of the process." This episode is perfect for business leaders, tech enthusiasts, and anyone curious about the intersection of AI, data, and strategic leadership. Listen now on The Impact Room! Prefer to Watch? You can see the full video here: https://youtu.be/TJXWGgpSLCc Douglas Jackson can be found here. https://www.douglas-jackson.com/ Connect with James here https://www.linkedin.com/in/jamesjbell/ #AI #DataAnalytics #Leadership #JamesBell #Innovation #Podcast #TechLeadership #TheImpactRoom The Impact Room from Douglas Jackson  Hear from Chief Customer Officers, Chief Data Officers, CEOs, COOs, 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 personal and career development.

In our latest episode we were joined by John Sills, John is a Managing Partner at The Foundation, a customer led growth consultancy, who help their clients explore new perspectives and to reconnect with what customers really value, creating Impact and commercial success.  John is the Author of The Human Experience and, Board Advisor, Trustee of Young Enterprise, John spent many years with global brand HSBC, improving their perception, innovation and knowledge.   Unlock the Secrets of Customer-Centric Growth I had the privilege of sitting down with John Sills, Managing Partner at The Foundation – The Customer-Led Growth Consultancy, and author of the acclaimed book The Human Experience: How to Make Life Better for Your Customers and Create a More Successful Organisation. From exploring the ‘Doorman Fallacy’—a concept popularised by Rory Sutherland—where strategies become overly fixated on cost-saving and efficiency, to discussing why innovation doesn't stem from "Would you recommend this?" surveys, John’s insights are nothing short of transformative. Key Takeaways from This Episode: Simplicity Wins: Learn why clear and straightforward customer journeys are the cornerstone of exceptional experiences. Empathy in Action: Discover how reconnecting leadership teams with the daily reality of customers fosters real change. The Power of Storytelling: Uncover how stories can inspire teams and ignite a cultural shift toward customer-led success. "Businesses thrive when they make life better for their customers. Simplicity, empathy, and genuine connection are what truly create lasting loyalty." If you’re ready to redefine your customer experience strategy and build stronger, more human connections with your audience, this episode is a must-watch! If you would prefer to watch the full vidoe you can do that here: Watch the full conversation here: https://youtu.be/tK06U_1Q8O8 Connect with John here (9) John Sills | LinkedIn The Foundation can be found here The Foundation | The Customer-Led Growth Consultancy The Book the Human Experience https://amzn.eu/d/hL9qXsf To learn more about Douglas Jackson Executive Search Firm, here Douglas Jackson: Executive Search Firm The Impact Room Podcast – Where exceptional, diverse and impactful leadership and wisdom is shared...

Manifesting Success with Clare White: CX Strategies, Leadership, and the Power of Goals In this episode of The Impact Room, Michelle Ansell, Managing Partner at Douglas Jackson, speaks with Clare White, CEO and Founder of Connected CX. Clare is an Amazon best-selling author of You’ve Got the Power: Six Principles for Business Success and a seasoned expert in customer and people experience. With over 20 years of experience working with beloved brands like Sainsbury’s and Morrisons, Clare has driven transformative loyalty programs, elevated customer experiences, and delivered measurable business growth. In this conversation, Clare shares practical strategies for creating impactful customer experiences while discussing the power of manifestation in achieving personal and professional goals. What to Expect in This Episode: Clare’s career journey and the three key lessons she wishes she’d known earlier. Common pitfalls in customer loyalty and marketing campaigns—and how to avoid them. How setting clear goals and embracing manifestation can transform your year ahead. Insights into the challenges faced by women in leadership and practical advice for breaking barriers. Clare’s Words of Wisdom: "The secret to success is already within you—clarity of purpose, self-belief, and consistent action will help you achieve it." This episode is packed with inspiration and actionable insights for leaders, CX professionals, and anyone looking to set and achieve meaningful goals. Tune in now and subscribe to The Impact Room for more expert advice and industry insights. #CXLeadership #CustomerExperience #Manifestation #GoalSetting #WomenInLeadership #CustomerLoyalty #TheImpactRoom Connect with Clare (9) Clare White CXAD (dip) | LinkedIn ConnectedCX - Home The book https://amzn.eu/d/gotJOyk If you would prefer to watch this episode go here. https://youtu.be/1EaIUaYFck0  For more about Douglas Jackson Executive Search Firm here. Douglas Jackson: Executive Search Firm The Impact Room is bought to you by Douglas Jackson Where exceptional, diverse and impactful leadership and wisdom is shared...

Why Insurance is Failing the Modern Customer (And What Needs to Change) In this latest episode of John Montgomery, sits down with Vicki Joshi, former Chief Customer & Brand Officer at AXA UK & Ireland and a thought leader in brand, customer experience, and employee engagement. With a strong background in insight-led strategy, Vicki has spent over two decades guiding global organisations across the public and private sectors, including stints at Axa UK, where she was the Chief Customer and Brand Officer, KPMG and within the NHS. Vicki shares her expertise on: Why customer-centricity in insurance is still largely aspirational, not operational. The critical role of accessibility and inclusive design in delivering fair outcomes. How AI and automation are creating both risk and opportunity in CX. The importance of leadership empathy and the “triangulation” of customer, commercial, and conduct goals. “If we keep designing digital journeys around ourselves rather than our customers, we’ll keep creating exclusion, not inclusion.” This episode is essential listening for anyone shaping customer journeys, leading transformation programmes, or looking to make CX more than just a department, it’s a mindset.  Vicki also shares how Insurers are missing a £200bn+ opportunity with their customers.  Listen now and follow for more from The Impact Room, where impactful diverse leaders share honest, practical insight on what’s driving meaningful change, and how to drive transformational Customer Experience in Insurance. Follow or connect with Vicki here. (12) Vicki Joshi | LinkedIn If you'd rather watch this episode on Youtube you can do that here. https://youtu.be/awy5fUimLRY For more about Douglas Jackson here. https://www.douglas-jackson.com/  Insurance Recruitment and Executive Search https://www.douglas-jackson.com/insurance-banking-and-finance-executive-and-professional-search-recruitment/ Learn more about hiring a Chief Customer Officer https://www.douglas-jackson.com/recruiting-a-chief-customer-officer/  

How Tech Can Close the Gap, Douglas Silverstone on STEM, Inclusion, and Future Leadership In this episode of The Impact Room, we’re joined by Douglas Silverstone, Director of Technology at Southern Housing and former Chief Data Officer at the Money and Pensions Service and Trustee for Ability Net. A passionate advocate for digital inclusion and accessible innovation, Douglas shares how tech leadership must evolve to deliver on both performance and purpose. We explore Douglas's powerful take on how STEM careers can be a lever to tackle the gender pay gap, how organisations in housing and beyond can attract top tech talent,  even from outside the sector, and what true inclusive leadership in data and digital roles looks like. "Leadership in tech isn’t about being the smartest coder in the room — it’s about creating the space where the smartest people can thrive." Douglas also shares practical advice for: Aspiring CTOs and CDOs from underrepresented backgrounds Employers trying to build more diverse, equitable tech teams Leaders trying to bridge the gap between technical excellence and human connection This episode is essential listening for anyone working in STEM, social housing, digital transformation, or inclusion-focused leadership. 📌 Learn more about digital inclusion charity AbilityNet where Douglas serves as a trustee. Link with or follow Douglas Silverstone  📢 Subscribe to The Impact Room for more inspiring conversations with bold, human-focused leaders making change across sectors. #Leadership #STEMcareers #DigitalInclusion #DataLeadership #DiversityInTech #WomenInSTEM #HousingTech #TheImpactRoom #DouglasSilverstone #Genderpaygap #Careersintech #directoroftechnology #chiefdataofficer #chieftechnologyofficer #socialpurpose #socialhousing

In this episode of The Impact Room, Michelle Ansell, Managing Partner at Douglas Jackson, speaks with Susan Caesar, Director of Artificial Intelligence at the International Coaching Federation and founder of Humain.org about how AI is transforming leadership, workplaces, and the world as we know it. Susan shares real-world insights on human-centred AI, digital transformation, and the role of purpose-driven leadership in the age of automation. Drawing from her global experience at brands like Airbnb, Sage, and ASOS, she explores how organisations can harness AI for good, stay agile, and empower people to thrive. Whether you're a CEO, emerging leader, or just AI-curious, this episode unpacks what the future holds – and how to navigate it with confidence, ethics, and humanity at the core. Topics include: – Human-centred innovation and AI ethics – The real role of the CEO in an AI world – How AI is changing work, leadership, and society – Why diversity and inclusion are essential to the future of AI Plus: How to get started with AI, elevate your career, and explore Susan’s work at www.humain.org including her own Podcast with plenty of AI focussed guests and subjects.  Follow and connect with Susan here https://www.linkedin.com/in/susancaesar/ If you would prefer to watch the episode you can do that here:  https://youtu.be/Of_5OaM7HH4 Learn more about Douglas Jackson here. https://www.douglas-jackson.com/ The Impact Room is a Business, CX and Leadership Podcast bought to you by Douglas Jackson. Stay updated with our latest episodes. We dive deep into pressing topics that impact your customer led business, featuring interviews with influential leaders and in-depth discussions on the future of leadership, business, Customer Experience, Diversity and industry trends.  

What if everything you knew about AI was wrong?  In this episode of The Impact Room, Perry Fletcher is joined by Scott Kerr, the Head of Experience Management and Conversational Analytics at Eviden, to discuss why so many businesses are missing the mark when it comes to using AI and Conversational Analytics to enhance customer experience. Scott dives into the common pitfalls and misconceptions around AI strategies and explains why a lack of empathy and emotional intelligence is costing companies dearly. Discover how merging data analytics with human insight is the true key to unlocking meaningful customer interactions and transforming business performance. "AI without empathy is just data. The real value is when you merge analytics with genuine human insight. That's when you start transforming customer experiences." From speech analytics and predictive analytics to the practical steps leaders can take to create more effective, customer-centric AI systems, this conversation is a must-listen for anyone committed to building lasting, human-centered customer experiences. Tune in now and level up your AI strategy!  If you would prefer to watch this episoide you can do The Impact Room Podcast from Douglas Jackson Youtube recording AI, Dat, Conversational Analytics The Impact Room Podcast – Where exceptional, diverse and impactful leadership and wisdom is shared... #AI #ConversationalAnalytics #SpeechAnalytics #CustomerExperience #Leadership #EmotionalIntelligence #TheImpactRoom #DouglasJackson #ScottKerr #CustomerInsights

In this episode of The Impact Room, Michelle speaks with Peter Massey—entrepreneur, consultant, and visionary behind multiple successful businesses, including Budd and Aspen. With over 35 years of hands-on experience in starting, scaling, and sustaining businesses, Peter brings a wealth of knowledge and a refreshingly honest perspective on leadership, purpose, and creating success. From navigating the challenges of early-stage growth to fostering a culture that prioritises people and customers, Peter’s philosophy is clear: business success starts by eliminating the "dumb things" we do to our teams and clients. This episode uncovers Peter’s insights on: ✅ Why a strong purpose and aligned culture are non-negotiable for scaling a business. ✅ The importance of mastering the “brilliant basics” to deliver consistent results. ✅ How adaptable leadership and investing in your team create sustainable growth. 💡 Key Takeaway from Peter Massey: "Success isn’t just about starting strong—it’s about evolving, learning, and building a business that people believe in, from your team to your customers." Whether you’re an entrepreneur taking your first steps or a leader seeking strategies to adapt and thrive, this conversation is packed with actionable advice to take your business to the next level. 🎙 Links to Explore: If you would prefer to watch the full episode you can do that here.  Connect with Peter Massey: LinkedIn Learn more about Budd: Budd Follow The Impact Room Podcast: Douglas Jackson About The Impact Room The Impact Room is your go-to podcast for deep insights into leadership, customer experience, and business trends. With guests like Chief Customer Officers, CEOs, and entrepreneurs, we bring you fresh ideas, lived experiences, and practical advice to elevate your leadership journey. Brought to you by Douglas Jackson, specialists in executive search, helping organisations find diverse, impactful leaders who drive long-term success. #BusinessLeadership #Entrepreneurship #CustomerSuccess #ScalingBusinesses #TheImpactRoom #Podcast

Breaking Barriers: Cordelia Johnney on EDI, Lived Experiences, and Disability Inclusion In this episode of The Impact Room, Michelle Ansell welcomes Cordelia Johnney, the inspiring Head of Equality, Diversity, and Inclusion (EDI) at Stonewater Housing. As a leader who has helped shape Stonewater Housing Association into one of the UK’s top 10 employers for EDI, Cordelia shares her personal journey and the lived experiences that have driven her passion for creating inclusive workplaces. Cordelia opens up about her own challenges and how embracing disabilities and neurodiversity has not only empowered her but has also inspired transformative initiatives at Stonewater. From fostering allyship to designing programmes that support employees with diverse needs, Cordelia provides practical strategies and heartfelt insights for building workplaces where everyone can thrive. Highlight Quote: "Our unique challenges and differences are what make us stronger as individuals and as organisations. Inclusion isn’t just about accommodation; it’s about empowerment." – Cordelia Johnney This episode is perfect for anyone looking to understand how lived experiences can inform leadership, create allyship, and transform organisational culture, there are some great wins and learnings here in a business that has really shifted it's policies and process to become a more inclusive environment, employer and has seen significant wins across the workforce  🎧 Listen now to learn how embracing diversity and disability can lead to real change. If you would prefer to watch the full video you can do that here. https://youtu.be/_cqq4SHYgoE Link with Cordelia here: https://www.linkedin.com/in/cordelia-johnney-b176189/ Vistin Stonewater Housing here: https://www.stonewater.org/ Learn more about Douglas Jackson here https://www.douglas-jackson.com/ #EqualityDiversityInclusion #DisabilityInclusion #Neurodiversity #Allyship #Leadership #TheImpactRoom

Unlocking High-Performance Teams: Insights with Chris Farnath, Author of Hiring Champions In this episode of The Impact Room, Michelle Ansell is joined by Chris Farnath, author of Champion Hires and CEO of Service Instinct. With a career spanning leadership roles in over 34 countries, as a Chief Customer Officer and Managing Director in leading software, SaaS and professional services companies, Chris brings a wealth of expertise in hiring strategy, leadership development, and creating exceptional teams. Chris dives into the art of identifying "Champion Hires"—candidates who go beyond meeting job requirements to drive cultural and team-wide excellence. He discusses the pitfalls of reactive hiring, the critical role of onboarding in ensuring success, and how aligning hiring strategies with organisational values can unlock a team's true potential. Highlight Quote from Chris Farnath: "Champion hires are the ones who inspire, energise, and elevate your entire organisation. It’s about more than skills—it’s about alignment, mindset, and the impact they create." If you’re a leader aiming to enhance your recruitment process, build cohesive teams, and lead with clarity, this episode is packed with actionable strategies and game-changing insights. Watch the full episode here. https://youtu.be/HAKbGjYcTFs Get Chris's book Champion Hires here. https://amzn.eu/d/5mVxKhD The Impact Room from Douglas Jackson, where exceptional diverse, impactful leadership is shared.   

In our latest Impact Room episode, John Montgomery Insurance Practice Lead at Douglas Jackson is joined by Gavin Lillywhite, Head of Insurance Distribution at Axio a SAAS platform and cyber risk solution provider that helps Insurers, Lloyd's and Brokers assess the cyber risk.  Gavin deals in Cyber Risk Capital Management & Risk Transfer: Bringing expertise in identifying, quantifying, & economically reducing cyber risk to protect balance sheets Gavin unpacks the rapidly evolving landscape of cyber risk, offering insights into how businesses can better assess and manage their exposure. He explains Axio’s innovative approach, which bridges the gap between understanding enterprise-level cyber balance sheet risks and equipping insurers to tackle the growing threat of cyber-related physical damage. Key themes include: The distinction between traditional cyber liability insurance and emerging cyber physical risks, which pose critical challenges for sectors like energy, manufacturing, and finance. The cascading effects of unmanaged cyber risk on project finance, lending practices, and board-level accountability. How closing the protection gap can foster a more resilient investment market. Quotable Moment from Gavin Lillywhite: "The confusion between cyber liability and cyber physical damage often leaves critical risks unaddressed. It’s not about fear; it’s about building resilience and eliminating the protection gap." If you're a business leader, insurer, or simply keen to explore how technology and risk management intersect in today’s economy, this episode is packed with actionable insights and thought leadership. Don't miss an episode! Stay tuned for more expert interviews and in-depth conversations on the future of leadership, customer experience, and emerging industry trends. If you would prefer to watch the full video you can do that here. https://youtu.be/4XVM54MK0v0 Visit Gavin's LinkedIn profile here. https://www.linkedin.com/in/gavin-lillywhite/ Learn more about Douglas Jackson in the Insurance market offering Executive Search and Recruitment Consultancy for Senior and Executive leadership hires.  https://www.douglas-jackson.com/insurance-banking-and-finance-executive-and-professional-search-recruitment/ For more on John Montgomery go here. https://www.linkedin.com/in/john-montgomery-the-insurance-recruitment-specialist/    

Welcome to the latest episode of The Impact Room! Today, we are thrilled to have Morris Pentel with us. Many of you may already be familiar with him as one of the Pioneers of customer experience. Morris has been at the forefront of contact centre technology since the 1980s, guiding organizations through the evolution of customer service and experience. In this episode, Morris will share his insights on the current state of customer experience (CX) and its integration with other critical areas like employee and patient and customer experience. We'll delve into the challenges organisations face in bridging the gap between customer expectations and service delivery, and discuss the vital role of analytics in understanding customer interactions. Join us as we explore how to harness the power of behavioural science, technology and the advancements of AI to improve customer experiences and what it means for the future of service excellence. Let's jump in!   If you would prefer to watch this episode you can do that here.  The Impact Room Podcast from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared...

In our latest edition of the Impact Room Sarah Morgan joins Holly Beeston, Utilities Practice Lead joins Sarah Coach and COO at Future Leaders, about her journey navigating ADHD and leadership. Sarah shares her personal experience with a late ADHD diagnosis, how it impacted her corporate career, and how she’s now empowering others through coaching. Discover how ADHD traits like hyperfocus, procrastination, and rejection sensitivity shaped her approach to leadership, and the tools she uses to stay productive. From coping strategies like the Pomodoro technique and body doubling to balancing her ADHD brain with exercise and nutrition, Sarah offers powerful insights into managing neurodiversity in the workplace. Navigating ADHD and Leadership with Sarah Morgan: Late Diagnosis and Corporate Success Overview: In this episode, Holly Beeston speaks with Sarah Morgan, founder of Luceat Consulting and COO at Future Leaders, about her transformative journey following a late ADHD diagnosis. Sarah opens up about how this discovery reshaped her professional life, helping her understand traits such as hyperfocus and rejection sensitivity, and how she now uses these insights to help others as a coach. “My ADHD diagnosis changed everything—it was like getting the missing piece of the puzzle. Suddenly, all my struggles in leadership made sense, but I also realized the unique strengths it gave me,” Sarah shares. Join us as she reveals practical strategies like the Pomodoro technique and body doubling that help her stay on track, alongside insights into the importance of exercise and nutrition in managing ADHD. Whether you’re navigating neurodiversity in leadership or seeking productivity hacks, Sarah’s story offers valuable lessons on thriving with ADHD. #ADHD, #Leadership, #Late Diagnosis, #ADHD in Business, #Neurodiversity, #Sarah Morgan, #Luceat Consulting, #Future Leaders, #Leadership #Coaching, #Hyperfocus, #Rejection #Sensitive #Dysphoria, #Pomodoro #Technique, #Body Doubling, #Corporate Success, #ADHD Management, #Productivity Tools, #Women in Leadership, #Workplace Inclusion #business podcast #leadershippodcast #cxpodcast #utilitiespodcast 

In this episode of The Impact Room, Michelle Ansell joins Caroline Winwood, a seasoned Global Director/VP of Customer Experience. Caroline has worked with top consumer brands including Dyson and Pepsi, and led major transformation programmes in sales, customer service, e-commerce, and digital experience. She shares invaluable insights on designing customer experiences that drive both operational and commercial success Quote from Caroline: "Transformation programmes thrive when customer outcomes, operational design, and processes align from the start. Without this, efforts often unravel before they can deliver meaningful results." If you would prefer to watch this episode you can do that here.  The Impact Room, Where exceptional, diverse and impactful leadership and wisdom is shared...

This week on The Impact Room, we explore sustainability through the lens of a senior leader who has transitioned from a 40-year corporate career to a champion of environmental change. Our guest Hugh Kenyon, candidly shares his learning journey and the lessons from his time as a pricing director and environmental sponsor at LV=. The episode dives into the challenges boards face in adopting sustainability strategies and the importance of measuring what matters—going beyond direct emissions to consider downstream impacts. He offers invaluable advice for leaders who want to build sustainable strategies without getting lost in complexity. Tune in to gain insights from a leader who believes in empowering people to make sustainability part of the business DNA. Subscribe now and be part of the conversation on leadership and sustainability. If you would prefer to watch this episode, you can do that here:  The Impact Room from Douglas Jackson Where exceptional, diverse and impactful leadership and wisdom is shared...

Balancing Corporate Leadership and Olympic Ambitions with Hannah Harrison In this episode, we’re thrilled to welcome Hannah Harrison, Director of Operations at the Energy Ombudsman and International Hockey Umpire. Hannah is a dynamic force, not only leading teams in the utilities industry but also achieving her dream of umpiring at world-class tournaments, including the prestigious Paris 2024 Olympics. 🎙️ “Paris was a lifelong dream, broken down into much smaller goals over decades of effort. It’s been a journey, but that’s been the best bit. It’s the journey and the process that shape who you are, connect you to so many people, and ultimately make the impossible possible.” From the boardroom to the hockey pitch, Hannah shares her strategies for mastering balance, maintaining peak performance, and thriving in demanding roles across different arenas. As a professional woman juggling a high-powered career, intense sports training, and family life, her story is a testament to resilience, goal-setting, and community support. Discover how she channels her passion into every aspect of her life and what it truly means to “have it all.” 🎧 Tune in to hear Hannah’s candid reflections on leadership, career progression, and how she prepares mentally and physically for both corporate and sporting success. If you’re inspired by stories of women breaking barriers and excelling in diverse fields, be sure to like, subscribe, and share this episode. Follow us for more inspiring conversations with impactful leaders who are redefining success. If you would prefer to watch the full episode you can do that here  The Impact Room, where exceptional, diverse leadership and wisdom is shared  #WomenInLeadership #ProfessionalHockey #OlympicDreams #LeadershipJourney #CorporateSuccess #HighPerformers #UtilitiesIndustry #InspiringWomen #DouglasJackson #TheImpactRoom

Welcome to The Impact Room on Podbean. your host, Michelle Ansell, Managing Partner at Douglas Jackson is joined by a remarkable leader in the world of People and HR, Jane Smith. Currently Chief People Officer at Curo Homes, Jane has had an illustrious career, previously holding senior leadership roles at BT, Mothercare, and Tesco. What sets Jane apart is her unique ability to bridge the gap between HR and commercial operations, and today we’ll dive into her fascinating journey, including her time as the only foreign female director in a highly hierarchical, male-dominated environment in South Korea. Jane will share her insights on leadership, adaptability, and the evolving role of the Chief People Officer in driving both people and business success Jane also talks passionately about the benefits and opportunities in job shares and job sharing so if this is something you and your organisation are considering you must listen to this I’m excited to explore these topics and more, so stay tuned—it’s going to be a fantastic conversation.  Don't forget to like, subscribe or share if you are enjoying this content.  If you would prefer to watch online you can do so here.  The Impact Room Podcast from Douglas Jackson – Where exceptional, diverse and impactful leadership and wisdom is shared...

Welcome to another episode of The Impact Room with me, Michelle Ansell, Managing Partner at Douglas Jackson, where we help businesses hire leaders who are more impactful, more diverse, and who stay for the long term. In today’s episode, we’re joined by Caroline Walton, a highly experienced Board Director and senior executive in the financial services industry. With over 20 years of leadership experience, Caroline has transitioned through multiple senior roles, including Head of Finance and FCA-approved positions, all while advocating for a healthier, more inclusive workplace culture. Caroline shares her unique perspective on navigating leadership in a traditionally male-dominated industry and how she adapted across different roles in the sector. A key part of our conversation focuses on career adaptability, leadership growth, and the importance of self-investment—something every leader, whether you're a CFO, COO, or Director, can benefit from. One of Caroline’s most powerful reflections from our chat: "In order to succeed in a man's world, you need to be more of a man... How wrong is that? And I’m so glad we’re moving beyond that mindset today." Tune in to hear Caroline’s thoughts on: Navigating leadership transitions between roles like Head of Finance and Board Director Building a career in regulated environments The value of continuously sharpening your skills and growing as a leader Why inclusive work environments drive better results Whether you're a senior leader, in the midst of a career change, or simply looking for actionable leadership advice, you won't want to miss this episode of The Impact Room. Listen now and don't forget to follow our podcast for more inspiring conversations with today’s top leaders. From Finance to Board Director: Caroline Walton on Leadership, Career Adaptation, and Inclusive Cultures Prefer to watch the video - you can do that here.  The Impact Room Podcast from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared...  

In this exciting episode, I’m joined by the brilliant Emma Dark, Director of Customer Experience and Operations at Cuckoo. Emma brings a wealth of expertise from her impressive career with iconic brands like The White Company, Estee Lauder, and Asos, and was named in the prestigious CX Power 100 for 2022 and 2023. Together, we dive deep into Emma's career journey, from her early days in contact centres to becoming a CX leader, and explore the key differences between customer service and customer experience. Emma shares invaluable insights on how to proactively design exceptional customer journeys and continuously improve using data-driven strategies. This episode is packed with practical advice and inspiration for anyone in CX leadership or looking to elevate their customer service strategies. Don’t miss it! 🎧 Tune in now to hear more about Emma's journey and how she’s shaping the future of customer experience. How stepping outside of your comfort zon is key to continual learning and sharpening your axe and ultra marathons, how physical exercise can help with delivering peak performance.  Prefer to watch the episode you can do that here.  The Impact Room Podcast from Douglas Jackson – Where exceptional, diverse and impactful leadership and wisdom is shared... #CustomerExperience #CXLeadership #Podcast #TheImpactRoom #EmmaDark #Leadership #CustomerService

In this episode of The Impact Room, I'm thrilled to be joined by Mia Manson Bishop, the Member Experience and Membership Director at David Lloyd Leisure. Mia brings over 20 years of executive-level experience across the tourism, travel, and hospitality sectors. She’s been recognized as one of the "Women to Watch" in hospitality, travel, and leisure, as well as one of the "100 Most Inspirational CX Leaders in the UK." In our conversation, Mia shares her thoughts on the changing landscape of hospitality, the growing importance of diversity of thought, and how leaders can navigate this evolving environment. Whether you're passionate about leadership, customer experience, or diversity in business, Mia's insights will leave you with plenty to think about. Let’s dive in! Prefer to watch online you can do that here. The Impact Room Podcast from Douglas Jackson – Where exceptional, diverse and impactful leadership and wisdom is shared...

In this episode of The Impact Room, Perry Fletcher from Douglas Jackson sits down with Ric Kosiba, co-founder of Real Numbers and a pioneer in the contact centre planning industry. Ric takes us through his fascinating career, from developing the first-ever resource planning system to harnessing the power of data analytics and AI for smarter decision-making. Tune in to discover how Ric's insights can transform your approach to contact centre management, planning, and operational efficiency. Whether you're an industry veteran or just starting out, this episode is packed with actionable takeaways for today's fast-evolving business landscape. Please subscribe, like or share if you are enjoying our content.  The Impact Room Podcast from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared... Prefer to watch, you can do that here. #contactcentreplanning #aiincontactcentres #datadrivendecisions #workforcemanagement #rickosiba #operationalefficiency #realnumbers #theimpactroom 

Impostor Syndrome in the Broadcasting Industry and beyone with Pip Tomson Welcome to The latest edition of The Impact Room! In this episode, we're joined by Philippa "Pip" Tomson—celebrated journalist and presenter known for her work on ITV News, Good Morning Britain, and GB News. Pip gets real about her personal struggles with impostor syndrome, a challenge faced by many professionals in high-pressure careers, especially in the competitive world of broadcasting. Throughout her career, Pip has presented live shows, faced unexpected challenges, and navigated the constant feeling of not being "good enough." As she admits, "There was always this sense of, today’s the day... I’m going to be found out." Despite a portfolio of successes and accolades, Pip shares how self-doubt still lingered and how she learned to embrace her strengths and capabilities with time and maturity. If you’ve ever experienced feelings of self-doubt in your career or want to hear a relatable story from a broadcasting veteran, this episode is for you. Hit subscribe and don't forget to like and share if you enjoy this content and tune in to hear how Pip overcame impostor syndrome, and be sure to share this episode with anyone who could use a confidence boost! Prefer to watch, Holly and Pip, you can do that here.  The Impact Room Podcast from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared...

"If you're not delivering value, it's very easy for businesses to say, 'We're not getting the value, so we're cutting it." In this episode of The Impact Room, hosted by Michelle Ansell, we welcome Lara Barnes, an acclaimed leader in customer success and a 2024 spotlight winner. Lara has an impressive track record working with leading SaaS and technology companies such as Sitecore, Oracle, Microsoft, and Facebook. She shares her experiences in building high-performing customer success teams, transforming customer engagement strategies, and navigating to a successful strategy that delivers realy value and return on investment for SAAS businesses. Lara discusses the significance of data analytics in understanding customer needs and driving product adoption. She highlights the critical role of customer success teams in fostering strong customer relationships and ensuring long-term retention. Lara also explores the future of the customer success field, including the growing integration of AI and the expanding responsibilities of Chief Customer Officers.  We also talk about Women in Technology and how Customer Success offers a great opportunity for female and other diverse talent to sprinboard into a uccessful career in SAAS and AI as well as elevating future opportunities.  Featured Topics: Evolution of customer success over 15 years Transitioning to SaaS and the challenges involved Importance of data-driven decision-making Strategies for achieving high customer retention and satisfaction The future of customer success with AI and predictive analytics Tune in to gain valuable insights and learn how customer success can drive business growth and customer loyalty. Don't miss this opportunity to hear from one of the industry's leading voices and please like and subscribe to hear more from inspirational leaders and their journeys in The Impact Room Podcast from Douglas Jackson

Impact Room Podcast: Elevating and Retaining Diverse Leadership in Insurance Welcome to the Impact Room Podcast and our latest episode, where Michelle Ansell, Managing Partner at Douglas Jackson, dives deep into the world of leadership, diversity, and talent retention within the Insurance industry.   In this episode, we are thrilled to feature Sandra Lewin, founder and host of the acclaimed "100 Women in Insurance" podcast. Sandra shares her remarkable journey from Lloyd's of London, to KPMG and her dedication to showcasing the insurance industry as a career of choice not chance brining to light the opportunities and careers available to talent and female talent across the insurance industry whilst  helping organisations better promote diversity and attract and retain more female talent within the insurance sector. Sandra has a super platform which gives her fresh insight and lived experiences and ideas on how business can better retain their talent and top female talent in senior roles. Episode Highlights: Sandra Lewin's Career Path: From KPMG to Lloyd's of London The Importance of Diversity and Inclusion in the Insurance Sector What makes the insurance industry a great career choice The difference 50 years has made in Insurance and female leadership  Strategies for Retaining and Advancing Female Talent Real-Life Success Stories and Lessons Learned Future Trends in Leadership and Talent Management Join us as we uncover valuable insights, actionable strategies, and inspiring stories that aim to transform the way you approach leadership and diversity in your insurance business. Whether you're an industry veteran, looking for some tips and development, or new to the field, this episode offers something for everyone committed to fostering a more inclusive and successful workplace and who wishes to thrive in an insurance career. If you would prefer to watch this episode you can do that here.    The Impact Room from Douglas Jackson/ Where exceptional, diverse and impactful leadership and wisdom is shared   #insurance #insuranceleadership #diversityininsurance #insurancepodcast #insurancecareers #whyinsurance #femaleleadersininsurance #talentretentionininsurance #lloydoflondon #kpmg #careerdevelopment #100womenininsurance #retainingdiversetalent #inclusiveworkplaces #careersininsurance #sandralewin #michelleansell

Join Holly Beeston, Practice Lead for Utilities at Douglas Jackson, in this episode of The Impact Room as she is joined by Gary Ford, Managing Director of Men for Inclusion and former MD of Global Technology division at JP Morgan and Women in Technology. Dive into Gary’s fascinating journey from a technologist at JPMorgan Chase to a leading advocate for diversity and inclusion in the workplace. Discover the unique challenges faced by women in male-dominated sectors, and how forming male allies groups can drive positive change. Gary shares practical strategies for creating an inclusive culture, the critical role of allyship, and why ongoing investment in D&I is essential for a meritocratic workplace. Gary also talks about STEM careers and attracting and helping women to thrive and develop in a STEM career.  This episode is packed with actionable insights and real-world examples that can help any business enhance its inclusivity efforts and encourage future talent into a technology or other STEM career.  Key Topics: Gary Ford’s career and transition to D&I advocacy Overcoming barriers for women in technology and other sectors Formation and impact of male allies groups Practical steps for fostering an inclusive workplace culture The importance of continuous investment in D&I Benefits of inclusivity for all employees Highlight: "Inclusion is about creating a fertile ground where everyone has the right opportunities, not creating unfair barriers. It's not about women good, men bad; it's about all of us learning and growing together." Tune in to learn how to make your workplace more inclusive and meritocratic. Subscribe now for more impactful discussions! #Inclusion #Diversity #WorkplaceCulture #Allyship #Leadership #ImpactRoom #MenForInclusion #GaryFord #HollyBeeston #DouglasJackson #DiversityAndInclusion #InclusiveLeadership #womenintechnology If you would prefer to watch the episode you can do that here:  Douglas Jackson are an Executive Search Recruitment firm, helping you hire more Diverse, impactful leaders that stay for longer and more successful.   

Welcome to the Impact Room Podcast! Your host, Perry Fletcher is in conversation with Paul Basigara, the Group Commercial Director for Home Installations at British Gas Centrica. With a robust background spanning over 20 years in the home services sector, Paul provides deep insights into leadership, innovation, and the future of the energy industry. During the discussion, Paul recounts his career journey from starting as an engineer to becoming a senior leader at British Gas. He shares his experiences in driving operational and digital transformations, improving customer satisfaction, and navigating complexities  We delve into the critical topics of diversity and inclusion, exploring how businesses can create inclusive cultures and foster diverse thinking. Paul also sheds light on the transformative potential of AI and technology for businesses, offering practical advice on staying competitive in a rapidly evolving landscape. Key Topics Covered: Career progression and leadership in home services Strategies for operational and digital transformation Enhancing customer satisfaction and market growth Building inclusive cultures and promoting diversity Leveraging AI and technology for business success Join us for this episode filled with actionable insights and inspiration from Paul Basigara. Remember to follow and like for more insightful discussion notification as they arrive.  If you would prefer to watch the full episode here.  The Impact Room from Douglas Jackson, where exceptional, diverse and impactful leadership and wisdom is shared... #ImpactRoomPodcast #Leadership #Innovation #AIPotential #PaulBasigara #BritishGasCentrica #HomeServices #DigitalTransformation #DiversityAndInclusion #EnergySector #CustomerSatisfaction #resourceplanning #wfm #insight #analytics

Welcome to the latest edition of the Impact Room! I'm Michelle Ansell, managing partner of Douglas Jackson, and today, I'm thrilled to be joined by Hony Premlal. Hony has nearly 28 years of experience in social housing and is currently a leadership and executive consultant, mentor, and public speaker. Her impressive career spans operational governance, CEO, and managing director roles. Hony is also a regional committee member of the Chartered Institute of Housing and the Institute of Leadership and Management, a board member of Trinity Association, and Somerset Cooperative Community Land Trust. Additionally, she passionately advocates for the social housing sector, diversity, and inclusion, particularly empowering women's voices. She's presently the chair at Women in Social Housing and Eldon Housing Association. In this episode, Hony shares her incredible journey from her roots in Kerala, India, to her current influential roles in the UK. She discusses the challenges she faced, from language barriers to job hunting, and how she transitioned from a background in biochemistry to finding her passion in social housing. Hony also talks about the importance of diversity, representation, and mentorship in the sector, emphasizing the need for more inclusive leadership. We'll delve into her new ventures as an independent consultant and board advisor and explore her insights on the future of the social housing sector, including the new customer tenant standards and the significance of good quality data. Hony's story is one of resilience, determination, and the power of a positive mindset. Stay tuned to be inspired by Hony Premlal's journey and learn how she continues to make a significant impact in the social housing sector.

Welcome to the Impact Room, hosted by Michelle Ansell, Managing Partner at Douglas Jackson. In this episode, Michelle is joined by Marco Carrubba, a distinguished leader in customer success. Marco has led customer success initiatives at major companies like Vodafone, VMware, and Microsoft. He is known for his innovative approaches and dedication to fostering a growth mindset and team leadership. Marco also champions diversity and inclusion, especially in the context of neurodiversity. Key Highlights: Corporate vs. Startup Environments: Leadership and Strategy Differences: Marco discusses the primary distinctions between corporate and startup settings, such as the focus on stability and long-term sustainability in corporations versus the emphasis on innovation and agility in startups. Customer Success Strategies: In corporations, customer success often revolves around maintaining established business, while startups focus on acquisition and opening new doors. Importance of Customer Success: Early Integration: Marco emphasizes the importance of integrating customer success from day one in startups, contrary to the common practice of considering it post-acquisition. Value Proposition: Customer success is crucial for helping customers find value and providing feedback for product development, thus playing a pivotal role in the company's success. Culture and Leadership: Creating a Thriving Team Culture: Marco highlights the necessity of instilling values that inspire and guide decision-making. He believes in building an environment where psychological safety is paramount, allowing team members to speak up and innovate. Growth Mindset: Encouraging continuous learning and improvement is key. Marco shares insights on fostering a growth mindset within teams by providing opportunities for development and learning. Adapting to Technological Advancements: Staying Ahead: Marco talks about the importance of staying ahead of technological trends and being responsive to industry-specific challenges. He advocates for a structured approach to continuous improvement, such as book clubs and shadowing programs, to keep teams updated and engaged. Diversity and Inclusion: Championing Neurodiversity: Marco is passionate about the benefits of a diverse team and the positive impact it has on problem-solving and innovation. Authentic Inclusion: He stresses that diversity should not be tokenistic. True inclusion requires creating an environment where diverse perspectives are valued and supported. Future of Customer Success: Evolving Discipline: Marco believes that customer success will continue to grow in importance, especially as companies increasingly focus on revenue retention and growth. He sees a bright future for the field as it gains more recognition and strategic significance. Closing Thoughts: Marco concludes by encouraging everyone to embrace technological changes, particularly the advancements in AI, with an open mindset. He sees these changes as opportunities to reshape the industry and society positively. This episode offers valuable insights into leadership, customer success, and the importance of culture and diversity in building successful teams and companies. Tune in to hear more from Marco Carrubba on these topics and more. If you would prefer to watch the full episode you can do that here  The Impact Room from Douglas Jackson.  Where exceptional, diverse and impactful leadership and wisdom is shared...

John Montgomery Practice Lead in Insurance joins Dr Steve Long, USA CEO of Many Pets, the Fintech and Insurance Disruptor. Steve is a seasoned CEO and known for his remarkable journey from managing startups to leading multinational corporations into the realm of 'double unicorns'. Dr. Long shares invaluable lessons from his vast experience in tech businesses, international expansion, and building high-performing teams. Steve dives deep into the nuances of venturing into new markets, emphasising the importance of local culture, customer engagement, regulatory landscapes, and the criticality of budgeting and strategic planning. Steve also recounts his personal comeback from a life-altering injury, underlining the profound impact it has had on his professional ethos and leadership style. Furthermore, he provides practical advice for organisations aiming to navigate the complexities of global expansion, with a special focus on the pet insurance industry's challenges and opportunities in different territories. The Impact Room from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared... If you would prefer to watch this episode you can do that here. 

Join us on thie Impact Room into the intricate world of resource planning and performance optimisation with Damian Moore, the experienced Director at Optiforce. Damian brings a wealth of knowledge from his diverse career across industries such as IT, retail, and contact centers, providing a deep dive into the strategies that are shaping the future of workforce management. 🔍 Episode Highlights: Career Journey: Trace Damian's professional path from his early days as a resource plan analyst to his current role at the helm of Optiforce. Personal Insights: Get a glimpse of Damian's personal life, including his love for Ibiza and what makes it his favorite getaway. Innovative Project Showcase: Explore a transformative project in a major retailer's IT service desk, highlighting the impactful integration of AI and predictive analytics. Resource Optimization: Damian discusses a successful initiative in the retail sector that optimized workforce management, emphasizing the importance of strategic resource visibility and flexibility. Employee Engagement: Learn about the focus on aligning scheduling with employee aspirations, improving engagement and well-being through innovative tools developed in collaboration with a Russell Group University. Cross-Industry Experience: Damian reflects on his extensive experience across multiple sectors, underscoring the universal need for effective, adaptable shift patterns. Inspiration and Future Directions: Hear what motivates Damian to continually innovate in his field, and the balanced, inclusive solutions he strives to create for businesses and their employees. Dive into this compelling conversation that seamlessly integrates expert knowledge, forward-thinking strategies, and the crucial human element in workforce management. Whether you're a professional in HR, operations, or simply fascinated by the dynamics of effective workforce management, this episode offers valuable insights and inspiration. The Impact Room from Douglas Jackson – Where exceptional, diverse and impactful leadership and wisdom is shared... If you would prefer to watch this episode you can do that here. 

Tune into this episode of the Impact Room featuring Abdul Azeez, a seasoned transformational leader with an extensive background in financial services and banking at Branch level, Regional Director and Customer Care Director for Barclays Bank.  Abdul discusses the nuances of leading with impact and navigating the complexities of technological advancements and strategic planning in corporate settings. With over two decades of experience, he offers invaluable insights into what makes teams perform at their peak and how to cultivate an inclusive, high-performance culture that drives significant returns for shareholders. Abdul's approach combines practical strategies with inspiring leadership philosophies, making this a must-listen for anyone interested in organisational development and management excellence. Tune in to learn from Abdul's extensive experience and discover his "secret ingredients" for successful business transformations and cultural shifts. "When I started out, initially, you create certain self-setting limits out there. And I remember seeing a colleague, a director who looked like me. I was like, 'Wow, is it possible to get a black guy, someone of African descent, in a senior position?' I'm like, 'Oh, he's doable.' And that was the rest for me." The Impact Room from Douglas Jackson, Where exceptional, diverse and impactful leadership and wisdom is shared... If you would prefer to watch this episode you can do that here.         

Welcome to another episode of "The Impact Room," where we dive deep into the transformative world of customer experience (CX) and leadership. Today, your host, Michelle Ansell, is joined by Clare Muscutt, a recognized leader in the CX field and the founder and CEO of WiCX, Women in Customer Experience, the pioneering global community for women in customer experience and technology. In this episode, Clare shares her expert insights on why traditional approaches to CX transformation might be more of a problem than a solution, advocating for more agile and customer-focused strategies. She also discusses the evolving role of CX leaders, emphasizing the need for a balance between technical skills and strategic business understanding to drive real change. Additionally, Clare talks about founding WiCX and its impact on supporting and elevating women in the tech and CX spaces, creating a vibrant network for professional growth and advocacy. Tune in to gain valuable insights from one of the leading voices in customer experience and learn how leadership, technology, and community intersect to shape the future of the industry. The Impact Room from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared... If you would prefer to watch this episode you can do that here. 

Welcome to today’s engaging edition of The Impact Room, where insights meet influence and stories of success pave the way for tomorrow’s leaders. I'm Michelle Ansell, your guide on this journey of discovery and inspiration. Today, we are incredibly honored to have Oke Eleazu with us—a visionary in the realms of business, leadership, and the power of diversity. Oke, the founder CEO of Elevate Colour, has charted a remarkable path through the corporate world, notably as the former UK CEO of Many Pets, a fintech and insurance phenomenon which became a double unicorn. His dedication to customer experience excellence, combined with his advocacy for Diversity, Equity, and Inclusion (DEI), makes him a distinguished voice in pushing for greater representation of people of colour in leadership roles. In this episode, we'll explore Oke's transformative leadership journey, his innovative approach to business, and his mission with Elevate Colour. We’ll dive deep into the essence of creating a customer-centric culture and the critical conversation around diversity and representation in leadership. Join us as we unravel the lessons and insights from Oke's impressive career.  Let's dive in.. The Impact Room, where exceptional, diverse and impactful leadership and wisdom is shared... If you would prefer to watch this episode, you can do this here. Douglas Jackson help CEOs, COOs, HRDs and business leaders improve the success and retention of their new leadership hires across Customer, CX, Operations, Insight, Resource Planning and Transformations. Helping you deliver a much improved performance and ROI.  

Welcome to a new episode of the Impact Room, brought to you by Douglas Jackson. In this episode, we have the privilege of hosting Dr. Elizabeth Blakelock, a leading figure in regulatory academics and a pivotal force behind the UK Regulators network's Vulnerability Academy. Dr. Blakelock, who also plays a significant role at Citizens Advice, brings a wealth of knowledge and experience to our discussion, offering invaluable insights into the evolving landscape of regulation and consumer protection. In our conversation, Dr. Blakelock delves into the essence and importance of purposeful regulation, emphasizing the need for regulatory bodies to adopt a more strategic and proactive stance in addressing societal challenges. She introduces the innovative concept of a Chief Purpose Officer within the regulatory framework, arguing for its critical role in ensuring that regulation not only meets but exceeds societal expectations, particularly in the utilities sector. This episode explores how the integration of diverse perspectives and the prioritization of consumer protection can lead to more effective and empathetic regulatory practices. Dr. Blakelock shares her thoughts on the significance of empathy, diversity, and innovation in shaping a regulatory environment that is responsive to the needs of vulnerable populations and committed to a fair transition to net-zero. Join us on this insightful journey as we uncover the potential of purpose-driven regulation to transform the way utilities are regulated, ensuring that essential services are accessible and equitable for all. Don't miss this thought-provoking discussion on the Impact Room, where we tackle the issues that matter most in the utilities sector and beyond. If you would prefer to watch the full video you can do that here.    The Impact Room from Douglas Jackson - Where exceptional, diverse and impactful leadership and wisdom is shared...