The Impact Room

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

  • Hannah Louise Cox meets Greg Reed, Board Director, Advisor and Former CEO of HomeServe UK. 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 leadership. Watch and Listen Here


  • Perry Fletcher joins Vatsana (Vosy) Gordon, Head of Business Planning and Consultant, 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. Watch or Listen Here


  • Michelle Ansell joins Ann-Marie Stagg, 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 Chief Executive Officer of the CCMA, now in its 27th year. Hear from Ann-Marie on her thoughts on the biggest opportunity in the Customer Contact industry sector right now. Advice for people wanting to progress in the industry and any challenges being a woman in senior roles across the industry, these questions and more, Watch or Listen Here.


  • Kerry Gidziewicz joins James Revell, An award winning Director of International Contact Centre at 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. Watch or Listen Here 


  • Join Perry Fletcher as he joins Nick Creagh, 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 from your data, or is it just sitting there, gathering (virtual) dust?, Watch or Listen Here 


  • Perry Fletcher meets Louise Smith , General Manager MI and Planning from Jet2. 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 planning envirnonment. Passionate about doing the right thing and not just taking the easy option… Changes to the travel industry over the pandemic, planning and wellbeing. It isn’t just about the numbers…pushing yourself forwards in your career, standing out, take the lead. Making the move from Operations to Planning. Striving to the right thing to the best of my ability. Watch or Listen Here


  • Hannah Louise Cox, joins 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 in delivering great customer service, setting the purpose and legacy. Watch or Listen here.


  • Michelle Ansell shares some of her thoughts after hearing from Major Sandy Hennis, Sandy was also part of the Ice Maiden expedition.  The first female team to ski across the Antarctic continent using muscle power alone in 2017/18. Sandy shared some of the challenges she faced, including touching on her Inner Critic vs Inner Cheerleader, resilience, positivity and mindset. Listen Here


  • Kerry Gidziewicz meets Luke Twelves, CEO of Omnes Healthcare and General Practitioner, 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. Watch or Listen here.


  • Perry Fletcher meets John Sullivan, Associate Director of Workforce Management Planning at Wayfair and previously Dell and Amazon to learn a little bit more about John and also share and learn from John’s industry thoughts and career tips. John talks data science, machine learning, statistical analysis and stakeholder management. Watch or listen here.


  • Perry Fletcher talks to Chris Middlemass, Director of Service at Purplebricks and previously Domestic and General. Chris talks about authenticity, drive, people focus, executing a strategy, delivering through people and automation, whilst sharing his tips and opportunities to help you develop yours.Watch or listen here.


  • Perry Fletcher meets Abdul Qadir Pemberton, a Operations Business Analyst at ITC Travel Company, 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. Watch or Listen here
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