The Impact Room from Douglas Jackson
Business & Economics Podcasts
Are you a business leader or aspiring executive aiming to make a significant impact? The Impact Room from Douglas Jackson is where exceptional, diverse, and impactful leadership wisdom is shared. This podcast, brought to you by Douglas Jackson Executive Search Recruitment Firm, features conversations with top-tier leaders such as CEOs, COOs, Customer Experience Directors, Chief Customer Officers, and other customer-led directors and founders. These leaders share their valuable insights, experiences, and strategies to inspire and educate our listeners. Douglas Jackson is a pioneering recruitment consultant and executive search firm specialising in customer experience and operational transformation executive search. We excel in providing diverse and impactful leadership recruitment and management consultancy services for talent acquisition. In The Impact Room, we invite leaders and subject matter experts from customer-centric,diverse organisations to discuss their ideas, opportunities, and challenges. Our goal is to help educate and inspire our audience, fostering environments centered on continuous development, growth, and collaboration. As part of our commitment to Elevating Talent, we go beyond being an executive search firm. We are dedicated to the development and education of current and future leaders. Through The Impact Room and our exclusive, invite-only Peer-to-Peer Cohorts, we create spaces where leaders and emerging talent converge to learn, share, and challenge each other. Join us to hear from: CEOs Chief Operating Officers HR Directors Chief Customer Officers Customer Service Directors Customer Experience Directors Customer Contact Directors Customer Care Directors Contact Centre Directors Customer Success Directors Customer Insight Directors Resource Planning Directors Chief Data Officers Customer Analytics Directors AI and Data Transofrmational Subject Matter Experts Diverse Leaders Tune in to The Impact Room for actionable insights and transformative ideas that can help you and your organisation thrive. Subscribe now and become part of a community dedicated to impactful leadership and continuous improvement.
Location:
United Kingdom
Description:
Are you a business leader or aspiring executive aiming to make a significant impact? The Impact Room from Douglas Jackson is where exceptional, diverse, and impactful leadership wisdom is shared. This podcast, brought to you by Douglas Jackson Executive Search Recruitment Firm, features conversations with top-tier leaders such as CEOs, COOs, Customer Experience Directors, Chief Customer Officers, and other customer-led directors and founders. These leaders share their valuable insights, experiences, and strategies to inspire and educate our listeners. Douglas Jackson is a pioneering recruitment consultant and executive search firm specialising in customer experience and operational transformation executive search. We excel in providing diverse and impactful leadership recruitment and management consultancy services for talent acquisition. In The Impact Room, we invite leaders and subject matter experts from customer-centric,diverse organisations to discuss their ideas, opportunities, and challenges. Our goal is to help educate and inspire our audience, fostering environments centered on continuous development, growth, and collaboration. As part of our commitment to Elevating Talent, we go beyond being an executive search firm. We are dedicated to the development and education of current and future leaders. Through The Impact Room and our exclusive, invite-only Peer-to-Peer Cohorts, we create spaces where leaders and emerging talent converge to learn, share, and challenge each other. Join us to hear from: CEOs Chief Operating Officers HR Directors Chief Customer Officers Customer Service Directors Customer Experience Directors Customer Contact Directors Customer Care Directors Contact Centre Directors Customer Success Directors Customer Insight Directors Resource Planning Directors Chief Data Officers Customer Analytics Directors AI and Data Transofrmational Subject Matter Experts Diverse Leaders Tune in to The Impact Room for actionable insights and transformative ideas that can help you and your organisation thrive. Subscribe now and become part of a community dedicated to impactful leadership and continuous improvement.
Twitter:
@douglasjackson
Language:
English
Contact:
03456209720
Episodes
Susan Caesar - Director of Artifical Intelligence. The Human-Centred AI Revolution: Purpose, Progress & the Future of Work
4/7/2025
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.
Duration:00:23:30
The Truth Of Why AI Is Failing Your Customers - And Why Many Businesses Might Be Getting It Wrong - Top Tips To Help Turn This Around - Scott Kerr, Eviden,
3/28/2025
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
Duration:00:31:26
Episode 63 - Peter Massey - Serial Entreprenuer.Leading with Purpose, How To Start and Sustain a Thriving Business
1/29/2025
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.
LinkedInBuddDouglas 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
Duration:00:38:16
Episode 64 - Sandra Thompson The Emotional Intelligence and Empathy Expert - Find Out More About This Critical Skill That Will Elevate Your Relationships, Leadership, EX, CX and Business Profits
1/28/2025
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:
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
Duration:00:46:09
Episode 67 - James Bell Data Enablement and Operations Director AI Ethicist, Artificial Intelligence Risk and Governance, News Corp, Dow Jones, KPMG
1/24/2025
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/Kt0_GGHgATc
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.
Duration:00:37:14
Episode 66 - John Sills, Managing Partner at The Foundation, A Customer Led Growth Consultancy, Author of the Human Experience, Trustee of Young Enterprise and Board Advisor
1/21/2025
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:
"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...
Duration:00:34:10
Episode 65 - Clare White, CEO, Founder Connected CX, Best Selling Amazon Author, CX and People Experience, Marcoms Shopper Activation, Loyalty, Manifestation, Self Belief
1/17/2025
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 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...
Duration:00:27:32
Episode 62 - Creating truly inclusive environments, Cordelia Johnney, Head of Equality Diversity and Inclusion at Stonewater Housing shares lived experiences and success
12/2/2024
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
Duration:00:40:58
Episode 61 - Chris Farnath - Hiring Champions, Author of Champion Hire, CEO Service Insight, Fromer Chief Customer Officer Global Operations over 34 countries
11/20/2024
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.
Duration:00:46:31
Episode 60 - Gavin Lillywhite, Head of Insurance Distribution Axio, Lloyds of London, Allianz, Cyber Balance Sheet Risk Solutions
11/15/2024
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:
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/
Duration:00:39:03
Episode 59 - Morris Pentel, Employee, Patient and Customer Experience Design and Engineering, Principle Consultant Customer Success Director Sentient Machines EX, CX, PX, TX
11/4/2024
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...
Duration:00:37:24
Episode 58 - A journey navigating ADHD and leadership, Sarah Morgan, Chief Operating Officer, Future Leaders, corporate career, empowering others, hyperfocus, procrastination, productivity
10/24/2024
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
Duration:00:33:54
Episode 57 - Caroline Winwood, Global Director Retention and Owner Experience -VP Of Customer Experience, CX transformation Consumer Goods, Manufacturing, Pepsi, Dyson
10/23/2024
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...
Duration:00:34:50
Episode 56 - Hugh Kenyon - Sustainability and Insurance, former Pricing Director of LV, Direct Line Group
10/10/2024
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...
Duration:00:47:06
Episode 55 - Hannah Harrison Paris 2024 Olympic Umpire, Director of Operations - Energy Ombudsman
10/9/2024
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
Duration:00:31:09
Episode 54 - Jane Smith, Chief People Officer, Curo Housing, Formerly of BT, People Director and Tesco
10/4/2024
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...
Duration:00:45:05
Episode 53 - Caroline Walton, Chief Commercial Officer, ex CEO, Corporate Affairs Director, Women in Finance, Women in Credit
10/2/2024
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:
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...
Duration:00:43:20
Episode 52 - Emma Dark - Customer Experience and Operations Director at Cuckoo, Formerly The White Company, Estee Lauder, Asos
9/30/2024
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
Duration:00:32:01
Episode 51 - Mia Manson-Bishop Member Experience and Membership Director
9/26/2024
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...
Duration:00:24:54
Episode 50 - Ric Kosiba - AI - Workforce Optimisation, Math Modelling and Analytics
9/25/2024
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
Duration:00:39:17