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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

34:07

Episode 39 - Clare Muscutt, Founder and CEO of Women...

The Impact Room - Conversations That Shape... ·

2024/04/18

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

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34:14

Episode 38 - Oke Eleazu, Ex UK CEO Many Pets, CEO and...

The Impact Room - Conversations That Shape... ·

2024/03/12

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,

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29:50

Episode 37 - Dr Elizabeth Blakelock, Speaker, Writer,...

The Impact Room - Conversations That Shape... ·

2024/02/07

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

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23:42

Episode 36- Jo Garland, Senior Director Customer...

The Impact Room - Conversations That Shape... ·

2024/01/17

Join us in our next episode of The Impact Room In this captivating episode, we have the privilege of speaking with Jo Garland, Jo is a senior Director actoss customer support, customer experience and operational leadership. Jo's career has seen her shaping customer experiences at top-tier retailers including Waitrose, John Lewis, and Asda. Now, as a Senior Account Director at Concentrix and Webhelp, Jo has been recognised in the Customer Experience Foundation Power 100 and excels at delivering

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19:16

Episode 35 - Mandy Casken, Director of Resource...

The Impact Room - Conversations That Shape... ·

2023/12/20

The Impact Room welcomes Mandy Casken, Director of Resource Planning and Forecasting and who has worked but the RAC, Capita amongst others. Perry joins Mandy as they talk about resource planning and workforce management, effective planning and forecasting. Mandy is a distinguished Planning and Insight leader with over 25 years of experience in the field. Mandy's impressive career spans various sectors, including notable roles at RAC, Army Recruitment, and Barclays. Dive deep with us into her

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32:09

Episode 34 - Chyrel Brown, Executive Leadership...

The Impact Room - Conversations That Shape... ·

2023/11/22

Hello and welcome to the latest edition of The Impact Room! I'm thrilled to be joined by Chyrel Brown, a seasoned Executive Leadership Consultant and former Chief Operating Officer at One Housing, with a remarkable 20-year career dedicated to Social Housing. Currently serving as a Non-Executive Director for both the Health and Safety Executive and the University College London Hospitals, Chyrel is passionate about fostering a positive and inclusive organizational culture. In this episode, we delve

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31:40

Episode 33 - Vinay Parmar, Chief Customer Officer -...

The Impact Room - Conversations That Shape... ·

2023/11/01

Welcome to The Impact Room from Douglas Jackson, where exceptional, diverse, and impactful leadership and wisdom are shared. Michelle Ansell, Managing PArtner was delighted to be joined Vinay Parmar. Vinay brings over three decades of invaluable experience to our virtual stage as a Chief Customer Experience Officer. He is not just a leader, but a visionary who has transformed the way companies approach their customer relationships. His insights are sought worldwide, and he's often seen on stages

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15:52

Episode 32 - Damian Kirk, COO and Director of...

The Impact Room - Conversations That Shape... ·

2023/10/26

Welcome to another enlightening episode of The Impact Room podcast! Today, we have the privilege of featuring Damian Kirk, a seasoned Director at E.on with over 7 years of dedicated leadership in the Utilities and Energy sector. Damian's illustrious career is marked by his passion for people leadership, boundless energy, and a relentless drive for innovation. In this engaging conversation, Damian, who is also set to become an author, joins Michelle Ansell, Managing Partner at Douglas Jackson, to

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20:52

Episode 31 - Nikki Powell,Director of Customer and...

The Impact Room - Conversations That Shape... ·

2023/10/25

Welcome to a special coffee break edition of The Impact Room podcast! Today, we're delighted to have Nikki Powell, Director of Patient Services and Experience at Sciensus (formerly Healthcare at Home). Nikki is a seasoned professional with a remarkable track record in strategic contact center operations transformation and delivery. With a keen focus on customer experience, Nikki is known for her top-performing, profit-driven approach, consistently achieving year-on-year performance improvements. Her

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16:19

Episode 30 - Ashleigh Ainsley, Co-Founder colorintech...

The Impact Room - Conversations That Shape... ·

2023/10/20

Welcome to another enlightening episode of The Impact Room podcast! In this session, we have the pleasure of welcoming Ashleigh Ainsley as our guest. Ashleigh is the Co-Founder of colorintech, a not-for-profit organization dedicated to fostering diversity within the tech community. Through strategic partnerships with industry giants like Google, WPP, Microsoft, and Facebook, colorintech creates groundbreaking programs that provide ethnic minorities with access to some of the world's most innovative

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16:29

Episode 29 - Andre Nita, Director of Data and Analytics

The Impact Room - Conversations That Shape... ·

2023/10/18

Welcome to another enlightening episode of The Impact Room podcast, hosted by Perry Fletcher. In this episode, we are honored to have Andrei Nita, Director of Data and Analytics, as our special guest. Andrei brings a wealth of expertise as a senior Data Leader who has served as a Director with Builder.ai. His track record includes conceiving, designing, and successfully delivering data, analytics, and technology strategies. Andrei has led numerous digital transformation programs, helping

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23:25

Episode 28 - Nicola Freemantle-Phillips, Senior...

The Impact Room - Conversations That Shape... ·

2023/10/13

Welcome to The Impact Room podcast, where we're thrilled to have Holly in conversation with the remarkable Nicola Freemantle-Phillips. Nicola brings a wealth of experience as a senior leader in the energy and utilities industry, currently serving as a Senior Consultant at Baringa and a passionate advocate for diversity, equality, and inclusion (DEI). She is also a CMI accredited Chartered Manager. With 18 years of experience in the energy sector, Nicola is not only an authentic senior operations

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23:00

Episode 27 - Bontle Senne, Founder and Managing...

The Impact Room - Conversations That Shape... ·

2023/10/10

Welcome to The Impact Room podcast, where we are excited to introduce our recent special guest, Bontle Senne. Bontle's impressive background includes serving as an Executive Director in areas such as People, Transformation, Innovation, and Development, with experiences at renowned organizations like Virgin Media, Deutsche Bank, and McKinsey. She's a distinguished member of the HR Forbes Human Resources Council, a fellow of the Royal Society of Arts, and actively contributes to the Boards of Trustees

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22:50

Episode 26 - Manoj Sangany, Scal-up Accelerator, Head...

The Impact Room - Conversations That Shape... ·

2023/10/06

Welcome to latest Impact Room podcast feature. We were thrilled to have Manoj Sangany join us in this episode. Manoj is not only a Coach, a Head of Customer Success and Scale-up Accelerator having worked for Incepteo but also a passionate advocate for men's mental health and storytelling. You can connect with him on the Mindful Men's Club Facebook group and follow their youtube channel as well to check out his really important work in this field. In this insightful episode, Manoj dives

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34:10

Episode 25- Nicola Collister, CEO and Founder...

The Impact Room - Conversations That Shape... ·

2023/09/28

I am delighted to be joined by Nicola Collister, Nicola was one of the first Group Customer Experience Directors in the UK and has 25+ years in the service industry. Working her way up from an Advisor with the RAC, Nicola went on to hold senior COO and CCO Executive roles, before founding Custerian over 10 years ago with Simon Norrie, Nicola is also an Executive Advisor for the CCA and Chairs many of their events, as well as being an NED and Advisor to start-up and scale up business. Custerian is

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20:42

Episode 24 - Karen Hogg, Coach, ex Chief Customer...

The Impact Room - Conversations That Shape... ·

2023/07/24

Michelle Ansell at Douglas Jackson welcomes Karen Hogg to The Impact Room. Karen is a business coach and mentor. Karen has experience working at a C-suite executive level with brands such as Axa, Sainsburys Bank and more latterly Atlanta Group as COO, Chief Operating Officer, before taking on the role of a Chief Customer Officer, CCO. Hear from Karen, on how she believes the business landscape has changed for financial service and insurance companies, and what are the key ingredients for business

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29:53

Episode 23 - Kirsteen Williamson - Guinn - Elevate Women

The Impact Room - Conversations That Shape... ·

2023/07/20

Welcome to the latest Impact Room from Douglas Jackson. In this episode Michelle Ansell is joined by Kirsteen Williamson- Guinn, Kirsteen is the Founder of Elevate Women and had a long and successful banking career at a senior leader and Director level with Barclays. Kirsteen is a Confidence and Transition Coach who helps female leaders build unshakeable confidence, so they can speak up, step up and stand out. Hear from Kirsteen how she transitioned from a corporate career into a coach

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17:41

Episode 22 - Mubeen Shariff, Head of Talent,...

The Impact Room - Conversations That Shape... ·

2023/06/22

Mubeen Shariff Assoc CIPD, Senior Manager - Talent Acquisition - Workforce Planning at Hello Fresh joins Perry Fletcher Practice Lead at Douglas Jackson for the latest edition of the Impact Room. Currently the Senior Workforce Staffing Manager of operational fulfillment at HelloFresh working across the UK and other global territories including Netherlands, Germany, USA, Canada, Australia and Denmark. Previously, a talent management consultant focused on operational and people change projects for a

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46:02

Episode 21 - Jo Robertson, Coach, Ex COO Orbit Energy...

The Impact Room - Conversations That Shape... ·

2023/06/14

Our Utilities Practice Lead Holly Beeston meets Jo Robertson in the The Impact Room. Jo has had a successful utilities and energy leader, working for Npower, the Chief Operating Officer for Orbit Energy, Director of Operations for MoneyPlus Energy and Extra Energy. Jo is a Corporate Coach and Life Coach as well as a Speaker who is passionate about Authenticity in the Workplace and Gender Equality. Hear from Jo on How would you recommend that we present our authentic selves in the workplace

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10:46

Episode 20 - Zoff Makda, Head of Operational Resource...

The Impact Room - Conversations That Shape... ·

2023/06/06

In our latest edition of The Impact Room, Perry Fletcher, Practice Lead for Planning, Insight and Analytics is joined by Zoff Makda, Head of Operational Resource Planning for Legal and General. Zoff is a seasoned planning manager with over ten years experience of leading on change, driving performance and financial savingg, across the financial service, outsourcing and telecommunication industries. He has a strong track record of building, developing and motivating teams to consistently deliver and

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