The Impact Room: Leadership Podcast

Where exceptional leaders share the experiences, ideas and lessons shaping better businesses.

The Impact Room is a leadership podcast from Douglas Jackson, bringing together CEOs, COOs, Chief Customer Officers and senior business leaders to share the experiences and thinking behind successful organisations.

From AI, transformation, growth,  operational performance to customer experience, diversity, data and the future of leadership, our guests go beyond theory to share what they have learned from leading change, building teams and delivering results.

Whether you are leading an organisation, transforming one or developing your own executive career, explore candid conversations with leaders who have been there and done it.

We bring you conversations with some of the most respected names in the industry. Our guests share their unique perspectives and experiences, providing valuable insights that you can apply to your organisation as well as your own development and career.

You can access any of the Video Podcasts by clicking the images below and if you would prefer to listen, you can go here.

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Intro Music: “Podcast Background Music While Talking – No Copyright” by @PodcastBackgroundMusic. Licensed under Creative Commons Attribution 3.0 (CC BY 3.0)

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Latest Leadership Podcast Episodes

Maggie Sarfo is the Founder and CEO of Meres Consult and asks the question, When it comes to AI, what problem are we actually trying to solve? If you are business moving from Pilot to adoption, looking for growth, impact and gains from AI in your business, this one's for you.

Sean Keane , Co-Founder of Service Economics, joins us to talk about a problem many regulated organisations across Housing Associations, Financial Services and Utilities miss, to fix the demand, and help realise significant uplifts in revenue and efficiencies.

Hannah Awonuga is an award winning, leadership and culture advisor, Founder and formerly of Barclays Bank and Knight Frank, Most organisations don’t struggle with inclusion because they don’t care. They struggle because their systems weren’t designed for it.

Abbey Atkinson PhD is a Sociology Doctor, Founder and Principal Consultant at Insight Change. Hear more about her thesis and detailed research on how Insurance and regulated organisations can better build equitable working environments

Thomas Moores is Chief Operating Officer at Custom Connect, and helps us explore modern leadership inside a fast-moving global outsourcing environment. From frontline contact centre roles into executive leadership, sharing real-world insight into what drives performance today.

Customer Experience & Customer Leadership

Lyndon Purnell is an experienced Technologist, CIO, delivering large-scale digital, cyber and data transformations across global organisations; Capital One, Experian, Purplebricks. He shares top tips across Cyber risk and the Fractional CIO role.

Carole Layzell built an extraordinary career with leading financial and technology organisations; Barclays, Nationwide, Salesforce, Carole reflects on the skills, mindsets, and moments that shaped her journey and led to her NED - Board Advisor portfolio

Philippa "Pip" Tomson, is jounralist who has graced our screens on ITV News, Good Morning Britain, and GB News. Pip opens up about her personal battle with impostor syndrome—a struggle many of us can relate to.

AI, Data & Digital Transformation

Adam Elliott, CX And Customer Insight Director, National Grid, E.on, Aviva and Thames Water, is this the end of NPS? If you’re still relying on surveys to understand your customers, you’re already behind. Predictive Modelling for the future.

Elke Edwards, Elke Edwards, author, keynote speaker, founder of Ivy House and ElkeEdwards.com, to explore why leadership is at a breaking point and what needs to change for the next generation of leaders to thrive and become extraordinary.

Ben Rees, Chief Marketing Officer, Author, AEO and GEO specialist shares the future of visibility and how SEO is no longer enough. Learn how to ethically influence AI-powered algorithms, build a reputation that scales

Operations & Business Transformation

Carolyn Blunt, Managing Director, Sedgwick Talent Solutions. Future Ready Leadership

Ahmed Khan, Data Scientist, Technologist and AI expert - Co-Founder of Edge - vision ai University of Birmingham

Chris Kenny, Digital Specialist, JDI Digital Transform, Fresenius Kabi UK, Sainsburys Bank, Avios

Diversity, People & Leadership

Becca Meadows, Founder She Thrives, Nutrition, Female Leadership and Resilience. Sandhurst, Military Officer

Charlie Adams, Director of Customer Experience and Customer Success. Author: It's Just People, A Managers Toolkit

Stewart Davison, Managing Director of Elehan Consulting, Vice Chair at Elim Housing. Proptech. SaaS

Executive Careers & Board Leadership

Donna Scully, Founder and Director of Carpenters Group, Insurance, Claims and Legal Services - Social Mobility

Vicki Joshi, Former Chief Customer and Brand Officer AXA UK, Insurance, Customer Experience, Chatbots

Douglas Silverstone, Director of Technology, Southern Housing and Former Chief Data Officer, Trustee of Ability Net

Susan Caesar, Director of Artificial Intelligence, The International Coaching Federation. Formerly Airbnb, Sage, Daily Mail

Scott Kerr, Head of Experience Management and Conversational Analytics, Eviden, formerly of British Gas and Sky

James Bell, Data Enablement, Strategy and Operations Director, AI Ethicist Formerly of News Corp and Dow Jones

Cordelia Johnney, Head of Equality, Diversity, Inclusion, Stonewater Housing

Clare White, Founder CEO Connected CX, Author, You've Got The Power, Manifestation and Self Belief

John Sills, Managing Partner The Foundation Customer Led Growth Consultancy-Author The Human Element

Sandra Thompson, Emotional Intelligence and Empathy Expert, Founder Ei Evolution, Author Shine Bright

Chris Farnath, Hiring Champions, Chief Customer Officer-Author Champion Hires

Jane Smith, Chief People Officer Curo Group, Former People Director BT, Tesco

Peter Massey, Serial Entrepreneur, Customer and People Experience Budd, Chief Customer Officer Forum

Gavin Lillywhite, Head of Insurance Distribution Axio Cyber Risk and Security

Morris Pentel, Employee, Patient and Customer Experience Design & Engineer

Sarah Morgan, Chief Operating Officer Future Leaders, Coach, ADHD

Hugh Kenyon, Sustainability, Former Pricing Director, LV, Direct Line Group

Caroline Winwood, Global Director, Retention and Owner Experience, Dyson, Pepsi

Hannah Harrison, Olympics Paris 2024 Hockey Umpire, Director of Operations Energy Ombudsman

Caroline Walton, Chief Commercial Officer Inicio.AI, Ex CEO, NED, Credit 100

Ric Kosiba, Contact Centre and Workforce Optimisation Software Innovation., AI , Mth Modela,

Emma Dark, Director of Customer Experience and Operations Cuckoo The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Emma Dark, Director of Customer Experience and Operations, Cuckoo

Mia Manson-Bishop _ Membership Director and Membership Experience Director David Lloyd Leisure The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared (1)

Mia Manson-Bishop Member Experience and Member Director, David Lloyd Leisure

Lara Barnes Global Customer Success Director Sitecore, Facebook, Microsoft, Oracle, The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Lara Barnes, Global Customer Success Director, Sitecore, Oracle, Microsoft, Facebook

Sandra Lewin Insurance Podcast Women in Insurance The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Sandra Lewin, Founder and Podcast Host 100 Women in Insurance

Gary Jones Managing Director Men for Inclusion Former Managing Director JP Morgan The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Gary Jones, Managing Director Men for Inclusion, former MD Technology, JP Morgan

Marco Carrubba, Global Director of Customer Success The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Marco Carrubba, Global Director of Customer Success, ex Vodafone, VMWare

Paul Basigara Commercial Director Centrica The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Paul Basigara, Ex Commercial Director Home Installations, British Gas, Centrica

Hony Premlal Chair of Women in Social Housing London The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared Douglas jackson Recruitment

Hony Premal, Executive Consultant, Chair of Eldon Housing and WiSH

Abdul Azeez, Customer Care Director The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Abdul Azeez, Customer Care Director, Barclays Bank

Clare Muscutt Founder and CEO of Women in CX Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared (1)

Clare Muscutt. Founder, CEO of Women in Customer Experience

Dr Steve Long USA CEO Many Pets Fintech Insurance Disruptor and Unicorn The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Dr Steve Long, USA CEO of Many Pets, Fintech and Insurance Disruptor

Mandy Casken Testimonial Director of Resource Planning and Forecasting Douglas Jackson

Mandy Casken, Director of Resource Planning and Forecasting, Ex RAC, Capita

Holly Beeston and Dr Elizabeth Blakelock – Chief Purpose Officer The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Dr Elizabeth Blakelock, Speaker, Writer, distinguished regulatory academic and key figure UK Regulators Network's

Jo Garland, Senior Director omnichannel customer support Where exceptional, diverse and impactful leadership and wisdom is shared

Jo Garland, Senior Director, Customer Support and Customer Experience, Asda, John Lewis, Webhelp Concentrix

Oke Eleazu – Ex UK CEO Many Pets Insurtech Unicorn, Founder and CEO Elevate Colour Copy of The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Oke Eleazu, Ex UK CEO Many Pets. Founder and CEO Elevate Colour, Executive Board Director and Author

Damian Moore Optiforce, Resource Planning Director and WFM Optimisation he Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Damian Moore, Director Resource Planning and WFM Optimisation Optiforce

Chyrel Brown, ex COO One Housing NED Executive Leadership Consultant The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Chyrel Brown, Executive Leadership Consultant, NED, Ex COO One Housing

Vinay Parmar – Chief Customer Officer The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Vinay Parmar, Founder Dhruva Star, former Chief Customer Officer, National Express

Nicola Collister CEO Custerian – Where exceptional, diverse and impactful leadership and wisdom is shared

Nicola Collister, CEO and Founder Custerian, Ex COO, CCO, Group CX Director

Kirsteen Williamson Gunn The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared (1)

Kirsteen Williamson-Gunn, Elevate Women, Ex Director Barclays

Mubeen Shariff of The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Mubeen Shariff, Head of Talent, Workforce Planning, HelloFresh

Holly and Jo Robertson The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Jo Robertson, Life Coach, Ex COO of Orbit Energy, Money Plus Energy

Zoff Makda, Head of Operational Resource Planning The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Zoff Makda, Head of Operational Resource Planning, Legal and General

Chris Frogner Arma Karma The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Chris Frogner COO and Co-founder Arma Karma, Insurtech and Insurance Intermediary

Karen Hogg, Chief Operating Officer and Chief Customer Officer, Axa, Sainsburys Atlanta Group insurance

Karen Hogg, Business Coach, Mentor, ex Chief Customer Officer and Chief Operating Officer Atlanta Group, Axa, Sainsbury's Bank

Alan brown COO and Managing Director Insurance The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Alan Brown, COO and Managing Director, ex Ageas, Kwik Fit Insurance, Complete Cover

Eoin Lyons CEO OPAL The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Eoin Lyons CEO of Outsourced Professional Administration Limited serving finance, banking, insurance

The Impact Room – Andre Nita, Director of Data and Analytics Douglas Jackson Recruitment

Andrei Nita, Director of Data and Analytics

The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared – Manoj Sangany Head of Customer Success, mens mindfulness mental health coach

Manoj Sangany, Head of Customer Success, Incepteo

The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared Bontle Senne Founder and Managing Director Stong-ish

Bontle Senne, Managing Director Strong-ish, ex Executive Director, Virgin Media, Deutsche Bank, McKinsey.

The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared Kelly Kuhn, NED and Strategic Board Advisor

Kelly Kuhn, Strategic Board Advisor and NED, ex Executive VP & Chief Customer Officer, CWT

Damian Kirk, Director E.on The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Damian Kirk, Director at E.on

Ashleigh Ainsley, Co-founder Colorintech DEI The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Ashleigh Ainsley Co-Founder at Colorintech, ex Google, a Forbes 30 under 30, a tech evangelist

The Impact Room – Where exceptional, diverse and impactful leadership and wisdom energy price cap Rob Sawle

Rob Sawle, Director of Energy Services at Sigma Connected Group

The Impact Room

Jo Causon, CEO Institute of Customer Service

Sarah Whiddett, Director Client Relationships Kantar The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Sarah Whiddet, Director Client Partnerships, Kantar

The Impact Room

Greg Reed, Board Advisor and Ex CEO Homeserve

The Impact Room

Vatsana Gordon, Business Planning Consultant

The Impact Room

James Revell, Director of International Contact Centres KLM

The Impact Room

Ann-Marie Stagg, Ex CEO CCMA

The Impact Room

Abdul Qadir, Operations Business Analyst ITC Group

The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared Jeff Sheehan Customer Experience Management Consultant

Jeff Sheehan, Customer Experience Management Consultant

The Impact Room

Luke Twelves, CEO Omnes Healthcare

The Impact Room

Louise Smith, General Manager Planning MI Jet2

The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared Nicola Freemantle Phillips DEI

Nicola Freemantle-Phillips, Senior Consultant Baringa Consultancy

The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared Ian Thornton-Trump, Chief Information Security Officer

Ian Thornton-Trump, Chief Information Security Officer at Cyjax Limited

The Impact Room

Nikki Powell, Director Service and Experience Sciensus

The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared Karen Walker Director of Strategy and Change The Independent Parliamentary Standards

Karen Walker Strategy and Change Director, Independent Parliamentary Standards

Nick Cragh Chief Data and Analytics Officer The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared

Nick Creach, Chief Data and Analytics Officer QS Quacquarelli Symonds, previously Head of Analytics at World of Books.

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