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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

14:33

Episode 19 - Rob Sawle Director of Energy Services -...

The Impact Room - Conversations That Shape... ·

2023/05/26

Rob Sawle Director of Energy Services at Sigma Connected Group joins Holly Beeston, Practice Lead Utilities at Douglas Jackson in The Impact Room to discuss the energy price cap rise. Rob talks about the consumer impact, the impact on energy firms, managing the rise, debt and credits. Customer contact increases, billings, process. The future of the energy industry, customer switching, customer retention, energy efficiency, customer consumption, smart meters, smarttech, smart devices. Vulnerable

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19:06

Episode 18 - Kelly Kuhn Strategic Board Advisor and NED

The Impact Room - Conversations That Shape... ·

2023/05/19

We are delighted to be joined by Kelly Kuhn, Strategic Advisor and Non-Executive Director in this edition of The Impact Room. Kelly has a successful 30 year executive career. She’s a versatile, transformative leader who thrives on new challenges, which has led to six C-level leadership roles while living in four countries. and now an established board career, working with global organisations from across the travel, food and professional services industry, B2B and B2C. Kelly shares more about

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28:40

Episode 17 - Eoin Lyons CEO OPAL (Outsourced...

The Impact Room - Conversations That Shape... ·

2023/05/11

John Montgomery Practice Lead at Douglas Jackson is joined by Eoin Lyons, CEO of OPAL, Outsource Professional Administration Limited who serve the finance, banking and insurance industry. Eoin previously was COO of Axa Partners. Learn more from Eoin on being a successful C-Suite leader who has managed and strategised many professionals across the Insurance and wider FS industries. What he thinks are some of the challenges facing the market at the moment. How he thinks the last few years have

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15:30

Episode 16 -Ian Thornton-Trump Chief Information...

The Impact Room - Conversations That Shape... ·

2023/05/01

We are delighted to see Ian Thornton-Trump in the Impact Room. Ian is the CISO, Chief Information Security Officer for Cyjax Limited. Ian joins Perry to talk Batman, Cyber Security, Data Assets and Data Risks. Data Security and Data Science. He has some great tips, advice and thoughts for the future in this really interesting session. Ian Thornton-Trump CD is an ITIL certified IT professional with 25 years of experience in IT security and information technology. From 1989 to 1992, Ian served with

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21:52

Episode 15 Chris Fronger COO and Co-founder Arma...

The Impact Room - Conversations That Shape... ·

2023/04/27

We welcome CEO Chris Frogner COO and Co-Founder of Arma Karma an Insurtech and UK based insurance intermediary who joins John Montgomery Insurance Recruitment Consultant and Executive Search Consultant. Hear from Chris as a successful Insurance/ Insurtech leader who has managed and led many professionals across the indusrty, what he thinks some of the key challenges around EDI and attracting more diverse talent to the insurance market. The methods and or techniques they have personally used that

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10:09

Episode 14 - Sarah Whiddett, Director of Client...

The Impact Room - Conversations That Shape... ·

2023/04/24

We welcome Sarah Whiddett to The Impact Room. A marketeer with over 15 years experience. Sarah is a Director, Client Partnerships at Kantar and has been a Board Director and Chair of an industry not-for-profit. With a background of Insight, Customer Experience, Customer & Channel Marketing across food, on and off trade. Sarah talks about the importance of influence and connection, in a technical data led world. Being curious, don't stay in your lane, how to develop deeper broader thinking to

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25:15

Episode 13 Ann-Marie Stagg, Ex CEO of the Call Centre...

The Impact Room - Conversations That Shape... ·

2023/04/19

Ann-Marie Stagg has over 20 years working for blue chip organisations such as the AA, Scottish Power, United Utilities, Brakes, and the Co-op Financial Services and recently retired as CEO of the CCMA which is now in its 27th year. Ann-Marie also set up the UK National Contact Centre Awards which recently celebrated its 25th anniversary, took over the European Contact Centre and Customer Service Awards 6 years ago and breathed new life into it, making it now the largest awards event for our

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25:02

Episode 12 - Alan Brown, Chief Operating Officer and...

The Impact Room - Conversations That Shape... ·

2023/03/08

John Montgomery welcomes Alan Brown, Chief Operating Officer, Managing Director and Operations and HR Director for insurance brands including Ageas, Kwik Fit Insurance, Complete Cover. John talks with Alan about some of the following: How the Cost of Living Crisis is effecting the Insurance industry What are some of the pitfalls facing technology programmes and projects across the industry How Alan see's new tech 'changing the game' in the industry and what might be the biggest impact to the

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13:47

Episode 11 - Vatsana (Vosy) Gordon, Resource Planning...

The Impact Room - Conversations That Shape... ·

2023/01/30

Perry Fletcher joins Vatsana (Vosy) Gordon, Head of Business Planning and Consultant, in The Impact Room... Vosy shares her love for new technology, not taking yourself too seriously, homeworking, planning, hybrid models, flexibility, lifestyles and retention, career advice: You don't know what you don't know, keep learning, be willing to learn and change, be open... Taking change as an opportunity to learn. The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

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01:07:31

Episode 10 - Nicola Callan Boost HR, Effective...

The Impact Room - Conversations That Shape... ·

2023/01/27

This is a recording of a live Webinar Douglas Jackson hosted with Nicola Callan of Boost HR. Hybrid and flexible working is still causing some organisations difficulties. If you are like many customer led leaders, COO's, CCO's, Customer Service, Customer Experience and HR Directors who are moving towards a flexible; remote and office working model, you will be asking yourself, 'Am I and my team ready?, How will we engage and manage a remote team? and many other questions. The most successful

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14:33

Episode 9 - Greg Reed, CEO Homeserve and Places For...

The Impact Room - Conversations That Shape... ·

2023/01/25

The Impact Room welcomes Greg Reed, Board Director, Advisor and Former CEO of HomeServe UK, presently CEO of Places for People, ex Bank of New York. Hear from Greg on how best to progress your board career. The benefits of sideways moves and learning... Look after your people and they will look after your customers and the rest will look after itself... What are the most critical traits to success to be a successful board level leader, authenticity, being the best version of yourself, inspirational

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16:42

Episode 8 - Louise Smith, General Manager, MI and...

The Impact Room - Conversations That Shape... ·

2023/01/23

Louise Smith , General Manager MI and Planning from Jet2 joins Perry Fletcher, Practice Lead and high end retained search consultant across Data, Planning, Insight and Analytics, in the Impact Room. Louise is a multi award winning, dedicated and enthusiastic professional and senior manager with experience across both the finance and travel industry. Louise talks about travel...a can do attitude, and with enough dedication anything is possible. The importance of self motivation in a fast growth

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17:10

Episode 7 - Jeff Sheehan, Customer Experience...

The Impact Room - Conversations That Shape... ·

2023/01/20

Holly Beeston from Douglas Jackson Recruitment welcomes Jeff Sheehan, Customer Experience Management Consultant and Author to The Impact Room. Jeff talks about the challenges and opportunities facing customer experience at this time. Jeff Sheehan is a Customer Experience Consultant with experience across both the US and UK markets, with experience gained with organisations including Apple and Motorola. Jeff shares his thoughts on how best to align CX strategy and teams to deliver brand

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15:38

Episode 6 - Jo Causon, CEO, The Institue of Customer...

The Impact Room - Conversations That Shape... ·

2023/01/19

The Impact Room from Douglas Jackson welcomes Jo Causon, Chief Executive Officer of the Institute of Customer Service, to share some insight and thoughts about customer service, customer demands, ease of customer service, challenges, transparency, communications, opportunities. What do the organisations that do well with customer service do differently, ethics, value. What needs to change in the UK to help our customers feel happier and improve customer experience. The role the boardroom has to play

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09:18

Episode 5 - Abdul Qadir Pemberton - Business Analyst

The Impact Room - Conversations That Shape... ·

2023/01/17

Perry Fletcher meets Abdul Qadir Pemberton, an Operations Business Analyst in The Impact Room, for a get to know you and your career session. Abdul shares his insight in homeworking, skills, diversity, creative shift patterns and channel shifts amongst other things and shares some hints and tips to help you develop your career and opportunities. The Impact Room Where exceptional, diverse and impactful leadership and wisdom is shared... From Douglas Jackson Rather watch the full video? Link

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18:22

Episode 4 - Luke Twelves GP and CEO

The Impact Room - Conversations That Shape... ·

2023/01/16

Hear from Luke Twelves, CEO of Omnes Healthcare and General Practitioner, who joins us in the Impact Room. Luke discusses his favourite destinations, culture, history, careers in the healthcare sector, governance, NHS management blending strategy and vision and building both a management and clinical career, the opportunities and challenges. The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared. From Douglas Jackson You can find the video recording here.

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17:34

Episode 3 - James Revell Director of International...

The Impact Room - Conversations That Shape... ·

2023/01/13

James Revell, Award winning Director of International Contact Centre Air France - KLM, a General Manager, seasoned and highly successful business leader, recognised for his proven track record when delivering a first-rate customer service whilst leading a demanding contact centre for Air France KLM, where he is responsible for directing a team of c.200, focusing on providing successful management in the areas of sales, quality, costing and employee engagement James joins The Impact Room from Douglas

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08:45

Episode 2 - Karen Walker Director of Strategy and Change

The Impact Room - Conversations That Shape... ·

2023/01/13

We are delighted to meet Karen Walker in The Impact Room. Karen is a Director of Strategy & Change at The Independent Parliamentary Standards Authority, and Non Executive Director at Bradford Teaching Hospitals NHS Trust. Hear from Karen about Non Executive Leadership and the differences to being an executive or board leader, together with the benefits that both parties gain from this sort of a role. What inspires Karen and what are the values that have driven her through her highly successful

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15:30

Episode 1 - Nick Creagh Chief Data and Analytics Officer

The Impact Room - Conversations That Shape... ·

2023/01/13

The Impact Room welcomes Nick Creagh, Chief Data & Analytics Officer at QS Quacquarelli Symonds and previously Head of Analytics at World of Books. Nick is a leader with 20 years of experience and proven track record in building analytics functions / products that add value across the board. Nick knows how to turn data into revenue. How to create a data strategy and how to make a difference with data. Data is a strategic asset, your best. So what are you doing with it? Are you getting the most value

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