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PODCAST

The Impact Room - Conversations That Shape Exceptional Leadership

Douglas Jackson

Are you a business leader, founder, investor, or aspiring executive aiming to make a significant impact? Welcome to The Impact Room where the most curious and courageous leaders share how they’re reshaping the world of work, leadership and customer experience Each episode explores the stories behind transformation, from redefining what leadership means, to building resilient, diverse teams, creating cultures where people and performance thrive.You’ll hear from CEOs, COOs, Chief Customer Officers,

business careers

All Episodes

37:24

Episode 59 - Morris Pentel, Employee, Patient and...

The Impact Room - Conversations That Shape... ·

2024/11/04

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

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33:54

Episode 58 - A journey navigating ADHD and...

The Impact Room - Conversations That Shape... ·

2024/10/24

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

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34:50

Episode 57 - Caroline Winwood, Global Director...

The Impact Room - Conversations That Shape... ·

2024/10/23

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 successQuote from Caroline: "Transformation programmes thrive when customer outcomes,

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47:06

Episode 56 - Hugh Kenyon - Sustainability and...

The Impact Room - Conversations That Shape... ·

2024/10/10

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

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31:09

Episode 55 - Hannah Harrison Paris 2024 Olympic...

The Impact Room - Conversations That Shape... ·

2024/10/09

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

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45:05

Episode 54 - Jane Smith, Chief People Officer, Curo...

The Impact Room - Conversations That Shape... ·

2024/10/04

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

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43:20

Episode 53 - Caroline Walton, Chief Commercial...

The Impact Room - Conversations That Shape... ·

2024/10/02

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

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32:01

Episode 52 - Emma Dark - Customer Experience and...

The Impact Room - Conversations That Shape... ·

2024/09/30

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

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24:54

Episode 51 - Mia Manson-Bishop Member Experience and...

The Impact Room - Conversations That Shape... ·

2024/09/26

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

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39:17

Episode 50 - Ric Kosiba - AI - Workforce...

The Impact Room - Conversations That Shape... ·

2024/09/25

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

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46:39

Episode 49 Pip Tomson - Imposter syndrome - Pip...

The Impact Room - Conversations That Shape... ·

2024/09/24

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

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31:37

Episode 48 - Lara Barnes - Global Director of...

The Impact Room - Conversations That Shape... ·

2024/08/02

"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,

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44:37

Episode 47 - Sandra Lewin -Founder and Podcast Host...

The Impact Room - Conversations That Shape... ·

2024/07/15

Impact Room Podcast: Elevating and Retaining Diverse Leadership in InsuranceWelcome 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

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44:17

Episode 46 - Gary Ford, Managing Director, Men for...

The Impact Room - Conversations That Shape... ·

2024/07/11

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

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50:33

Episode 45 - Paul Basigara, Former Commercial...

The Impact Room - Conversations That Shape... ·

2024/06/07

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

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39:09

Episode 44 - Hony Premlal, Consultant, Chair of Eldon...

The Impact Room - Conversations That Shape... ·

2024/06/04

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

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32:58

Episode 43 - Marco Carrubba, Global Customer Success...

The Impact Room - Conversations That Shape... ·

2024/06/02

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

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36:33

Episode 42 - Dr Steve Long, CEO of USA Many Pets the...

The Impact Room - Conversations That Shape... ·

2024/04/28

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

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19:31

Episode 41 - Damian Moore, Director of Optiforce,...

The Impact Room - Conversations That Shape... ·

2024/04/25

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

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37:46

Episode 40 - Abdul Azeez - Customer Care Director,...

The Impact Room - Conversations That Shape... ·

2024/04/21

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

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