Claim OwnershipThe Impact Room - Conversations That Shape Exceptional Leadership
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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, and other forward-thinking senior leaders who are changing the way we think about growth, purpose, and progress.
This isn’t theory. It’s real leadership in action, honest, practical, and human.
The Impact Room is hosted by the team at Douglas Jackson, an independent boutique executive search firm passionate about elevating talent and helping organisations hire more impactful, diverse leaders who drive transformation and success.
Join the conversation.
Be inspired.
Discover how exceptional leadership shapes exceptional outcomes.
Learn and help elevate your team, peers and mentors by sharing some of the great advice and episodes that resonate
Subscribe now and become part of a community dedicated to impactful leadership, continuous improvement and the elevation and development of those who follow.
Intro Music: “Podcast Background Music While Talking – No Copyright” by @PodcastBackgroundMusic. Licensed under Creative Commons Attribution 3.0 (CC BY 3.0)
79 Episodes
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In this episode of The Impact Room, Michelle Ansell talks with Elke Edwards, founder of Ivy House and ElkeEdwards.com, one of the UK’s most respected leadership experts.
Elke shares why leadership is facing a global reset, and why today’s leaders must shift from learning strategies to building strength. She discusses how emotional resilience, ownership, and wisdom are the new essentials for thriving in an era of constant change.
Discover:
The one mindset shift that transforms leaders from overwhelmed to empowered.
What’s missing from most corporate leadership programmes.
How to cultivate calm, creativity and courage in uncertainty.
The next generation’s new rules for leadership and learning.
“We can’t control what’s coming next, but we can control the state we lead from.” Elke Edwards
We’ve spent billions teaching people how to lead from strategy, but not how to lead from strength. The future belongs to leaders who know who they are, take ownership, and operate from wisdom, not overwhelm. Listen to this inspiring conversation that is challenging a broken system and redefining leadership for the modern world and tomorrow, find out how you can start leading better, being your true self today.
Find our more of follow Elke Edwards here: https://elkeedwards.com/
LinkedIn: https://www.linkedin.com/in/elkeedwards
Elke is also the author of The Friday Question, where she asks one question a week, to help you rise above the noise of your life, take a pause, and find the life you really want. https://elkeedwards.com/friday-question/
Elkes Book Extraordinary - How to Lead a Bigger Braver More Meaningful Life https://amzn.eu/d/5XmC0zT
Learn more from Douglas Jackson - www.douglas-jackson.com
If you would prefer to watch this full episode you can do that here.
In this episode of The Impact Room, Michelle Ansell is joined by Carolyn Blunt, Managing Director of Talent Solutions at Sedgwick, to explore the evolving world of leadership development, inclusion, and talent sustainability.
Carolyn shares her journey from contact centre L&D specialist to leadership advisor and explains why closing the gender gap isn’t just about fairness, it’s about business performance.
Carolyn shares her experience, journey and also some of the initiatives they are developing, to unpack how women can build confidence, develop strategic skills, and break through career ceilings, and how organisations can rethink their approach to learning to create environments where every leader can thrive.
This conversation covers:
Women in leadership: why representation still matters and how to accelerate progress.
The importance of mentoring, coaching, and community.
How confidence, mindset, and self-talk can transform career trajectories.
The future of learning and how technology can support leadership development.
If you’re passionate about leadership, talent, leadership across insurance and the future of work, this is a must-listen episode.
Follow Carolyn here: (27) Carolyn Blunt FCIPD | LinkedIn
Learn more about Sedgwick Talent Solutions here.
Building future-ready teams for the insurance industry
Sedgwick talent solutions offer flexible, fully integrated resourcing and education expertise tailored for the insurance sector.
Douglas Jackson are an independent boutique Recruitment Consultancy and Executive Search helping Banking, Financial Services, and Insurance (BFSI) organisations hire exceptional leaders who make a lasting impact. Helping organisations, scale, overcome obstacles and transform.
#diversity #leadership #femaleleaders #thrivingleaders #performance #futurereadypipelines #leadershipdevelopment #sedwicktalentsolutions #sedgwick #carolynblunt #douglasjackson
In this powerful episode of The Impact Room, Michelle Ansell sits down with the remarkable Donna Scully, Joint Owner and Director of Carpenters Group, one of the UK’s leading providers of legal and insurance services.
From the tenement streets of inner-city Dublin to the top of the UK legal sector, Donna’s story is one of courage, resilience, and unapologetic ambition. Leaving school at 16 with just GCSEs, she defied the odds and proved that social mobility isn’t just possible, it’s essential for building truly inclusive businesses and leadership teams that reflect the real world.
With refreshing honesty, Donna speaks about:
Her working-class upbringing and the battles she faced navigating professional spaces.
How she built her career without the “right” background or connections.
Why we must rethink traditional hiring, qualification pathways, and what "professionalism" really looks like.
How kindness, integrity and hard work still matter in today’s cutthroat business world.
💥 Donna's Quote:
"I'm the social mobility poster girl. I’m grateful for every opportunity, and I’ve worked hard because I know how lucky I am – but it shouldn’t be about luck."
This episode is a must-watch for business leaders, HR professionals, educators, and anyone passionate about diversity, equity and inclusion. Donna’s journey challenges us to see people’s potential beyond their postcode or qualifications and to rebuild access routes into business with heart, fairness, and intention.
💡 The Impact Room is brought to you by Douglas Jackson, a founder led, independent boutique recruitment consultant and Executive Search firm. We help organisations hire more impactful, diverse leaders who stay longer and succeed.
👉 Watch the full episode here: https://youtu.be/6DAPJ9scVRc
Follow Donna here: (35) Donna Scully | LinkedIn
Learn more about Carpenters Group https://www.carpentersgroup.co.uk/
Learn more about Douglas Jackson and the regulated sectors we serve including, Banking, Financial Services and Insurance here. https://www.douglas-jackson.com/practice-areas-douglas-jackson-executive-search/
#TheImpactRoom #DonnaScully #SocialMobility #WomenInBusiness #LeadershipWithHeart #DiversityandInclusion #KindnessInLeadership #CareerInspiration #LegalLeadership #DouglasJackson
AI is everywhere – from Spotify recommending your next playlist to hospitals diagnosing conditions faster than ever before. But what does it really mean for businesses and leaders? In this episode of The Impact Room, Perry Fletcher talks with Ahmed Khan, Co Founder of Edge vision AI an AI expert, technologist with over 20 years of experience, about separating hype from reality and finding the true value of AI.
Ahmed shares how companies can leverage AI for efficiency, strategy, and customer experience – and the pitfalls of adopting it blindly. He also explores cutting-edge uses in medicine, transport, and nanotechnology that show the future is already here.
Quote from Ahmed:
“The biggest mistake is treating AI like a magic wand. Without strategy and the right data, it won’t work. Get those right, and it can transform your business.”
Whether you’re a CEO, COO, or future-focused leader, this episode gives you clear insights into what AI can do today – and what’s coming next.
If you would prefer to watch this episode go here: https://youtu.be/uZubTbvN3-c
Follow Ahmed here: (9) Ahmed M S Khan | LinkedIn
Learn more about Douglas Jackson, an independent boutique recruitment and Executive Search firm and how to hire more impactful leaders who stay longer and are more successful in AI, Data transformation, Operational Support, Tools Tech, Insight, Analytics and Resource Planning.
https://www.douglas-jackson.com/services-retained-executive-search-firm/
Welcome to The Impact Room, where we speak with the leaders shaping tomorrow’s organisations.
In this episode, Perry Fletcher, Operational Support Practice Lead at Douglas Jackson is joined by Chris Kenny, Digital Specialist at JDI Digital Transform Limited to discuss the crisis of trust facing regulated professions—and what good leadership looks like in today’s climate. Chris has spent over two decades at the intersection of regulation, risk, and governance, helping organisations rethink culture, compliance, and what it truly means to lead with integrity.
From AI to professional burnout, Chris doesn't shy away from the big topics. He challenges the status quo and offers a practical roadmap for leaders who want to create safe, inclusive, and trusted environments that withstand scrutiny and drive impact.
If you're in healthcare, law, insurance, or any highly scrutinised sector, this episode is a must-listen.
👉 Follow The Impact Room for more powerful stories from the leaders creating meaningful change.
Follow Chris here https://www.linkedin.com/in/chris-kenny-0306312a
Prefer to watch the full episode, you can do that here. https://youtu.be/e2PO0sP-ISo
Learn more about Douglas Jackson Executive Search and Recruitment Consultant for Operations, Operational Support, including, Resource Planning, Analytics, Insight, AI, CX and UX. https://www.douglas-jackson.com/
Douglas Jackson Partner with organisations across sectors to identify and attract top-tier leaders and subject matter experts, whether permanent, fractional, or NED, who drive transformation, scale, or solve critical challenges. Operating at the intersection of Operations, Transformation, Growth, Customer, CX, Marketing, Digital and Operational Support, helping you hire high-impact leaders, C-suite, SVP, Director and subject matter, critical expert hires who stay longer and are more successful.
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In this episode of The Impact Room, Perry Fletcher welcomes Charlie Adams, Director of Customer Success and Experience at Custom Connect, customer experience judge, running enthusiast, and author of It’s Just People: A Manager’s Toolkit.
Charlie shares the story behind his unplanned journey into customer experience, why he believes most managers overcomplicate what’s actually a people-first job, and how blending practical people skills with emotional intelligence can beat shiny AI promises any day.
Tune in for actionable advice on leading teams, handling real conversations, and staying resilient, plus why Charlie says, “If you want to lead well, just do the simple stuff better than anyone else.”
Learn more about Charlie here. https://www.linkedin.com/in/charleshsadams/
Get Charlies book It's Just People: A Managers Toolkit. https://amzn.eu/d/7S2ZHqQ
Prefer to watch this episode, you can do that here. https://youtu.be/N1wIq8UL5Kw
Discover more insights and explore Douglas Jackson’s work supporting leaders who make a difference at www.douglas-jackson.com
The Impact Room from Douglas Jackson is a Business, CX and Leadership Podcast
Hear from Founders, Thought Leaders, CEOs, COOs, Chief People Officers, Chief Customer Officers, Director of Customer Experience, Customer Success Directors, Managing Directors and Diversity and CX Advocates in this podcast designed to help inspire and share lived experiences, offering sound advice for your personal and career development and to help drive business success and elevate talent.
Douglas Jackson are a Recruitment Consultancy and Executive Search firm across markets; Insurance. Financial Services, Banking, Utilities. Housing Associations. Retail. Travel. BPO. Telco. SAAS. Diversity. Leadership
In this episode of The Impact Room, host Michelle Ansell, Managing Partner at Douglas Jackson, welcomes Becca Meadows — ex-Sandhurst Leadership Instructor, British Army Officer, and founder of She Thrives, a women’s health and leadership consultancy.
Becca reveals why so many leaders get resilience wrong, unpacking the harsh lessons from her time as a senior officer and principal advisor for UK Defence and NATO. She explains why true resilient leadership demands more than self-sacrifice and how ignoring wellbeing quietly erodes performance at the top.
Becca’s unique blend of military leadership, coaching expertise, and passion for nutrition and lifestyle medicine offers powerful, practical takeaways for any leader wanting to perform at their peak without burning out.
Key quote:
“Resilience isn’t a badge you’re born with — it’s a muscle you train, and if you neglect it, it will weaken.”
This is essential listening for forward-thinking employers, CEOs, HR Directors and aspiring resilient leaders across sectors.
Contact Becca Meadows - https://beccameadowsnutrition.co.uk/
Follow Becca On Linkedin (7) Becca Meadows | LinkedIn
Learn more about the Rekjavic Index Reykjavik Index | My Site
Follow The Impact Room for more real conversations with leaders who challenge the norm and drive real change:
Douglas Jackson - The Impact Room
The Impact Room from Douglas Jackson is a Business, CX and Leadership Podcast
Hear from Founders, Thought Leaders, CEOs, COOs, Chief People Officers, Chief Customer Officers, Director of Customer Experience, Customer Success Directors, Managing Directors and Diversity and CX Advocates in this podcast designed to help inspire and share lived experiences, offering sound advice for your personal and career development and to help drive business success and elevate talent.
Douglas Jackson are a Recruitment Consultancy and Executive Search firm across markets; Insurance. Financial Services, Banking, Utilities. Housing Associations. Retail. Travel. BPO. Telco. SAAS. Diversity. Leadership
Why Playing It Safe Is Holding Housing Innovation Back with Stewart Davison
In this episode of The Impact Room, Michelle Ansell is joined by Stewart Davison, Managing Director of Elehan Consulting and Founder of Proptech Peer Group, currenlty Vice Chair of Elim Housing.
Stewart shares his deep insight into how the housing sector can and must evolve to meet today’s challenges.
From launching his own SME peer proptech network to calling out the sector’s aversion to risk, Stewart brings a bold and human-centred perspective on innovation. He talks about the urgent need for culture change, psychological safety for intrapreneurs, and rethinking how we approach digital transformation and customer value in housing.
“If we want people to innovate, we’ve got to make them feel safe to fail, safe to try. Otherwise, we’re just managing projects, not creating progress.”
Whether you're in housing, proptech, innovation, or leadership, this episode is essential listening.
Follow Stewart Davison: https://www.linkedin.com/in/stewart-davison-msc-0581b36/
Elehan Consulting https://elehanconsulting.co.uk/
Learn more about Douglas Jackson: https://www.douglas-jackson.com/the-impact-room-podcast-from-douglas-jackson/
Douglas Jackson, we help Founders, Investors, CEOs, MDs, and senior business executives hire more diverse, impactful leaders and subject matter experts who deliver measurable success and stay longer. With two decades of Executive Search recruitment experience, we’ve partnered with global brands, high-growth scale-ups, and award-winning organisations across Utilities, Housing Associations, Insurance, Financial Services, SaaS, Retail, Travel, BPO and Professional Services.
Sandra Thompson: The Power of Emotional Intelligence in Leadership and Business
In this episode of The Impact Room, Michelle Ansell speaks with Sandra Thompson, founder of EI Evolution, TEDx speaker, and the UK’s first certified Goleman Emotional Intelligence Coach. Sandra is the Author of the inspired Shine Bright The EQ Journal and the Emotiontional Intelligence Pawdcast which features humans and their four legged friends and stories. Sandra unpacks the transformative power of emotional intelligence (EI) in leadership, exploring how it fosters trust, resilience, and meaningful connections in the workplace.
Sandra shares practical strategies for building EI, including journaling, practicing gratitude, and creating psychological safety within teams. She explains how leaders can use EI to improve both customer and employee experiences, leading to stronger engagement and better business outcomes.
Highlight Quote from Sandra Thompson:
"Emotional intelligence isn’t just a leadership tool—it’s a life tool that helps us connect authentically, adapt effectively, and inspire others to thrive."
Top Tips You’ll Learn in This Episode:
Why self-awareness is the cornerstone of emotional intelligence and how to build it.
How to cultivate psychological safety to empower your team.
Using EI to create exceptional customer and employee experiences.
Practical habits like gratitude journaling to develop resilience and focus.
Whether you’re a leader, a manager, or simply curious about the role of emotions in business success, this episode provides actionable insights to help you lead with empathy and authenticity.
🎧 Tune in now and subscribe for more expert conversations!
#EmotionalIntelligence #LeadershipDevelopment #CustomerExperience #PsychologicalSafety #SandraThompson #TheImpactRoom
Learn more from Sandra.
https://www.eievolution.com/
Connect with Sandra here
https://www.linkedin.com/in/cxeisandra/
The Shine Bright EQ Journal
https://eievolution.etsy.com
The Emotional Intelligence Pawdcast Episode with Michelle, Digger, Dozer and Atos
https://youtu.be/ZFXuQGyWNb8?si=-biPv8rURSdnkSyZ
The Emotional Intelligence Pawdcast Channel
https://youtube.com/@theeipawdcast?si=W3Ror1rAe7hExkhd
The Impact Room is bought to you from Douglas Jackson Executive Search Firm who help you hire more impactful, diverse leaders who stay for longer and are more successful.
www.douglas-jackson.com
In this thought-provoking episode of The Impact Room, Perry Fletcher, Practice Lead Planning, AI Analytics and Insight sits down with James Bell, a technology leader with over two decades of experience in IT, AI, and data analytics. Formerly Data Enablement and Operations Director at News Corp, James has also held influential roles at Dow Jones and KPMG, shaping strategies in AI risk, governance, and innovation.
James shares his journey from leading AI initiatives to debating Google on the global stage about the future of AI. He offers valuable insights into the commoditisation of AI, the importance of governance, and how organisations can reduce manual burdens while adopting transformative technologies.
Hear how James used AI tools to upscale old travel footage into a stunning 4K short film, blending technology and creativity in a unique way.
Quote from James Bell:
"AI offers unprecedented opportunities, but true success lies in pairing innovation with governance and putting people at the centre of the process."
This episode is perfect for business leaders, tech enthusiasts, and anyone curious about the intersection of AI, data, and strategic leadership.
Listen now on The Impact Room!
Prefer to Watch? You can see the full video here: https://youtu.be/TJXWGgpSLCc
Douglas Jackson can be found here. https://www.douglas-jackson.com/
Connect with James here https://www.linkedin.com/in/jamesjbell/
#AI #DataAnalytics #Leadership #JamesBell #Innovation #Podcast #TechLeadership #TheImpactRoom
The Impact Room from Douglas Jackson
Hear from Chief Customer Officers, Chief Data Officers, CEOs, COOs, Director of Customer Experience, Customer Success Directors, Managing Directors and Diversity and CX Advocates in this podcast designed to help inspire and share lived experiences, offering sound advice for personal and career development.
In our latest episode we were joined by John Sills, John is a Managing Partner at The Foundation, a customer led growth consultancy, who help their clients explore new perspectives and to reconnect with what customers really value, creating Impact and commercial success. John is the Author of The Human Experience and, Board Advisor, Trustee of Young Enterprise, John spent many years with global brand HSBC, improving their perception, innovation and knowledge.
Unlock the Secrets of Customer-Centric Growth
I had the privilege of sitting down with John Sills, Managing Partner at The Foundation – The Customer-Led Growth Consultancy, and author of the acclaimed book The Human Experience: How to Make Life Better for Your Customers and Create a More Successful Organisation.
From exploring the ‘Doorman Fallacy’—a concept popularised by Rory Sutherland—where strategies become overly fixated on cost-saving and efficiency, to discussing why innovation doesn't stem from "Would you recommend this?" surveys, John’s insights are nothing short of transformative.
Key Takeaways from This Episode:
Simplicity Wins: Learn why clear and straightforward customer journeys are the cornerstone of exceptional experiences.
Empathy in Action: Discover how reconnecting leadership teams with the daily reality of customers fosters real change.
The Power of Storytelling: Uncover how stories can inspire teams and ignite a cultural shift toward customer-led success.
"Businesses thrive when they make life better for their customers. Simplicity, empathy, and genuine connection are what truly create lasting loyalty."
If you’re ready to redefine your customer experience strategy and build stronger, more human connections with your audience, this episode is a must-watch!
If you would prefer to watch the full vidoe you can do that here:
Watch the full conversation here: https://youtu.be/tK06U_1Q8O8
Connect with John here (9) John Sills | LinkedIn
The Foundation can be found here The Foundation | The Customer-Led Growth Consultancy
The Book the Human Experience https://amzn.eu/d/hL9qXsf
To learn more about Douglas Jackson Executive Search Firm, here Douglas Jackson: Executive Search Firm
The Impact Room Podcast – Where exceptional, diverse and impactful leadership and wisdom is shared...
Manifesting Success with Clare White: CX Strategies, Leadership, and the Power of Goals
In this episode of The Impact Room, Michelle Ansell, Managing Partner at Douglas Jackson, speaks with Clare White, CEO and Founder of Connected CX. Clare is an Amazon best-selling author of You’ve Got the Power: Six Principles for Business Success and a seasoned expert in customer and people experience.
With over 20 years of experience working with beloved brands like Sainsbury’s and Morrisons, Clare has driven transformative loyalty programs, elevated customer experiences, and delivered measurable business growth. In this conversation, Clare shares practical strategies for creating impactful customer experiences while discussing the power of manifestation in achieving personal and professional goals.
What to Expect in This Episode:
Clare’s career journey and the three key lessons she wishes she’d known earlier.
Common pitfalls in customer loyalty and marketing campaigns—and how to avoid them.
How setting clear goals and embracing manifestation can transform your year ahead.
Insights into the challenges faced by women in leadership and practical advice for breaking barriers.
Clare’s Words of Wisdom:
"The secret to success is already within you—clarity of purpose, self-belief, and consistent action will help you achieve it."
This episode is packed with inspiration and actionable insights for leaders, CX professionals, and anyone looking to set and achieve meaningful goals.
Tune in now and subscribe to The Impact Room for more expert advice and industry insights.
#CXLeadership #CustomerExperience #Manifestation #GoalSetting #WomenInLeadership #CustomerLoyalty #TheImpactRoom
Connect with Clare (9) Clare White CXAD (dip) | LinkedIn
ConnectedCX - Home
The book https://amzn.eu/d/gotJOyk
If you would prefer to watch this episode go here. https://youtu.be/1EaIUaYFck0
For more about Douglas Jackson Executive Search Firm here. Douglas Jackson: Executive Search Firm
The Impact Room is bought to you by Douglas Jackson
Where exceptional, diverse and impactful leadership and wisdom is shared...
Why Insurance is Failing the Modern Customer (And What Needs to Change)
In this latest episode of John Montgomery, sits down with Vicki Joshi, former Chief Customer & Brand Officer at AXA UK & Ireland and a thought leader in brand, customer experience, and employee engagement.
With a strong background in insight-led strategy, Vicki has spent over two decades guiding global organisations across the public and private sectors, including stints at Axa UK, where she was the Chief Customer and Brand Officer, KPMG and within the NHS.
Vicki shares her expertise on:
Why customer-centricity in insurance is still largely aspirational, not operational.
The critical role of accessibility and inclusive design in delivering fair outcomes.
How AI and automation are creating both risk and opportunity in CX.
The importance of leadership empathy and the “triangulation” of customer, commercial, and conduct goals.
“If we keep designing digital journeys around ourselves rather than our customers, we’ll keep creating exclusion, not inclusion.”
This episode is essential listening for anyone shaping customer journeys, leading transformation programmes, or looking to make CX more than just a department, it’s a mindset. Vicki also shares how Insurers are missing a £200bn+ opportunity with their customers.
Listen now and follow for more from The Impact Room, where impactful diverse leaders share honest, practical insight on what’s driving meaningful change, and how to drive transformational Customer Experience in Insurance.
Follow or connect with Vicki here. (12) Vicki Joshi | LinkedIn
If you'd rather watch this episode on Youtube you can do that here. https://youtu.be/awy5fUimLRY
For more about Douglas Jackson here. https://www.douglas-jackson.com/
Insurance Recruitment and Executive Search https://www.douglas-jackson.com/insurance-banking-and-finance-executive-and-professional-search-recruitment/
Learn more about hiring a Chief Customer Officer https://www.douglas-jackson.com/recruiting-a-chief-customer-officer/
How Tech Can Close the Gap, Douglas Silverstone on STEM, Inclusion, and Future Leadership
In this episode of The Impact Room, we’re joined by Douglas Silverstone, Director of Technology at Southern Housing and former Chief Data Officer at the Money and Pensions Service and Trustee for Ability Net. A passionate advocate for digital inclusion and accessible innovation, Douglas shares how tech leadership must evolve to deliver on both performance and purpose.
We explore Douglas's powerful take on how STEM careers can be a lever to tackle the gender pay gap, how organisations in housing and beyond can attract top tech talent, even from outside the sector, and what true inclusive leadership in data and digital roles looks like.
"Leadership in tech isn’t about being the smartest coder in the room — it’s about creating the space where the smartest people can thrive."
Douglas also shares practical advice for:
Aspiring CTOs and CDOs from underrepresented backgrounds
Employers trying to build more diverse, equitable tech teams
Leaders trying to bridge the gap between technical excellence and human connection
This episode is essential listening for anyone working in STEM, social housing, digital transformation, or inclusion-focused leadership.
📌 Learn more about digital inclusion charity AbilityNet where Douglas serves as a trustee.
Link with or follow Douglas Silverstone
📢 Subscribe to The Impact Room for more inspiring conversations with bold, human-focused leaders making change across sectors.
#Leadership #STEMcareers #DigitalInclusion #DataLeadership #DiversityInTech #WomenInSTEM #HousingTech #TheImpactRoom #DouglasSilverstone #Genderpaygap #Careersintech #directoroftechnology #chiefdataofficer #chieftechnologyofficer #socialpurpose #socialhousing
In this episode of The Impact Room, Michelle Ansell, Managing Partner at Douglas Jackson, speaks with Susan Caesar, Director of Artificial Intelligence at the International Coaching Federation and founder of Humain.org about how AI is transforming leadership, workplaces, and the world as we know it.
Susan shares real-world insights on human-centred AI, digital transformation, and the role of purpose-driven leadership in the age of automation. Drawing from her global experience at brands like Airbnb, Sage, and ASOS, she explores how organisations can harness AI for good, stay agile, and empower people to thrive.
Whether you're a CEO, emerging leader, or just AI-curious, this episode unpacks what the future holds – and how to navigate it with confidence, ethics, and humanity at the core.
Topics include:
– Human-centred innovation and AI ethics
– The real role of the CEO in an AI world
– How AI is changing work, leadership, and society
– Why diversity and inclusion are essential to the future of AI
Plus: How to get started with AI, elevate your career, and explore Susan’s work at www.humain.org including her own Podcast with plenty of AI focussed guests and subjects.
Follow and connect with Susan here https://www.linkedin.com/in/susancaesar/
If you would prefer to watch the episode you can do that here: https://youtu.be/Of_5OaM7HH4
Learn more about Douglas Jackson here. https://www.douglas-jackson.com/
The Impact Room is a Business, CX and Leadership Podcast bought to you by Douglas Jackson.
Stay updated with our latest episodes. We dive deep into pressing topics that impact your customer led business, featuring interviews with influential leaders and in-depth discussions on the future of leadership, business, Customer Experience, Diversity and industry trends.
What if everything you knew about AI was wrong?
In this episode of The Impact Room, Perry Fletcher is joined by Scott Kerr, the Head of Experience Management and Conversational Analytics at Eviden, to discuss why so many businesses are missing the mark when it comes to using AI and Conversational Analytics to enhance customer experience.
Scott dives into the common pitfalls and misconceptions around AI strategies and explains why a lack of empathy and emotional intelligence is costing companies dearly. Discover how merging data analytics with human insight is the true key to unlocking meaningful customer interactions and transforming business performance.
"AI without empathy is just data. The real value is when you merge analytics with genuine human insight. That's when you start transforming customer experiences."
From speech analytics and predictive analytics to the practical steps leaders can take to create more effective, customer-centric AI systems, this conversation is a must-listen for anyone committed to building lasting, human-centered customer experiences.
Tune in now and level up your AI strategy!
If you would prefer to watch this episoide you can do The Impact Room Podcast from Douglas Jackson Youtube recording AI, Dat, Conversational Analytics
The Impact Room Podcast – Where exceptional, diverse and impactful leadership and wisdom is shared...
#AI #ConversationalAnalytics #SpeechAnalytics #CustomerExperience #Leadership #EmotionalIntelligence #TheImpactRoom #DouglasJackson #ScottKerr #CustomerInsights
In this episode of The Impact Room, Michelle speaks with Peter Massey—entrepreneur, consultant, and visionary behind multiple successful businesses, including Budd and Aspen. With over 35 years of hands-on experience in starting, scaling, and sustaining businesses, Peter brings a wealth of knowledge and a refreshingly honest perspective on leadership, purpose, and creating success.
From navigating the challenges of early-stage growth to fostering a culture that prioritises people and customers, Peter’s philosophy is clear: business success starts by eliminating the "dumb things" we do to our teams and clients.
This episode uncovers Peter’s insights on:
✅ Why a strong purpose and aligned culture are non-negotiable for scaling a business.
✅ The importance of mastering the “brilliant basics” to deliver consistent results.
✅ How adaptable leadership and investing in your team create sustainable growth.
💡 Key Takeaway from Peter Massey:
"Success isn’t just about starting strong—it’s about evolving, learning, and building a business that people believe in, from your team to your customers."
Whether you’re an entrepreneur taking your first steps or a leader seeking strategies to adapt and thrive, this conversation is packed with actionable advice to take your business to the next level.
🎙 Links to Explore:
If you would prefer to watch the full episode you can do that here.
Connect with Peter Massey: LinkedIn
Learn more about Budd: Budd
Follow The Impact Room Podcast: Douglas Jackson
About The Impact Room
The Impact Room is your go-to podcast for deep insights into leadership, customer experience, and business trends. With guests like Chief Customer Officers, CEOs, and entrepreneurs, we bring you fresh ideas, lived experiences, and practical advice to elevate your leadership journey.
Brought to you by Douglas Jackson, specialists in executive search, helping organisations find diverse, impactful leaders who drive long-term success.
#BusinessLeadership #Entrepreneurship #CustomerSuccess #ScalingBusinesses #TheImpactRoom #Podcast
Breaking Barriers: Cordelia Johnney on EDI, Lived Experiences, and Disability Inclusion
In this episode of The Impact Room, Michelle Ansell welcomes Cordelia Johnney, the inspiring Head of Equality, Diversity, and Inclusion (EDI) at Stonewater Housing. As a leader who has helped shape Stonewater Housing Association into one of the UK’s top 10 employers for EDI, Cordelia shares her personal journey and the lived experiences that have driven her passion for creating inclusive workplaces.
Cordelia opens up about her own challenges and how embracing disabilities and neurodiversity has not only empowered her but has also inspired transformative initiatives at Stonewater. From fostering allyship to designing programmes that support employees with diverse needs, Cordelia provides practical strategies and heartfelt insights for building workplaces where everyone can thrive.
Highlight Quote:
"Our unique challenges and differences are what make us stronger as individuals and as organisations. Inclusion isn’t just about accommodation; it’s about empowerment." – Cordelia Johnney
This episode is perfect for anyone looking to understand how lived experiences can inform leadership, create allyship, and transform organisational culture, there are some great wins and learnings here in a business that has really shifted it's policies and process to become a more inclusive environment, employer and has seen significant wins across the workforce
🎧 Listen now to learn how embracing diversity and disability can lead to real change.
If you would prefer to watch the full video you can do that here. https://youtu.be/_cqq4SHYgoE
Link with Cordelia here: https://www.linkedin.com/in/cordelia-johnney-b176189/
Vistin Stonewater Housing here: https://www.stonewater.org/
Learn more about Douglas Jackson here https://www.douglas-jackson.com/
#EqualityDiversityInclusion #DisabilityInclusion #Neurodiversity #Allyship #Leadership #TheImpactRoom
Unlocking High-Performance Teams: Insights with Chris Farnath, Author of Hiring Champions
In this episode of The Impact Room, Michelle Ansell is joined by Chris Farnath, author of Champion Hires and CEO of Service Instinct. With a career spanning leadership roles in over 34 countries, as a Chief Customer Officer and Managing Director in leading software, SaaS and professional services companies, Chris brings a wealth of expertise in hiring strategy, leadership development, and creating exceptional teams.
Chris dives into the art of identifying "Champion Hires"—candidates who go beyond meeting job requirements to drive cultural and team-wide excellence. He discusses the pitfalls of reactive hiring, the critical role of onboarding in ensuring success, and how aligning hiring strategies with organisational values can unlock a team's true potential.
Highlight Quote from Chris Farnath:
"Champion hires are the ones who inspire, energise, and elevate your entire organisation. It’s about more than skills—it’s about alignment, mindset, and the impact they create."
If you’re a leader aiming to enhance your recruitment process, build cohesive teams, and lead with clarity, this episode is packed with actionable strategies and game-changing insights.
Watch the full episode here. https://youtu.be/HAKbGjYcTFs
Get Chris's book Champion Hires here. https://amzn.eu/d/5mVxKhD
The Impact Room from Douglas Jackson, where exceptional diverse, impactful leadership is shared.
In our latest Impact Room episode, John Montgomery Insurance Practice Lead at Douglas Jackson is joined by Gavin Lillywhite, Head of Insurance Distribution at Axio a SAAS platform and cyber risk solution provider that helps Insurers, Lloyd's and Brokers assess the cyber risk.
Gavin deals in Cyber Risk Capital Management & Risk Transfer: Bringing expertise in identifying, quantifying, & economically reducing cyber risk to protect balance sheets
Gavin unpacks the rapidly evolving landscape of cyber risk, offering insights into how businesses can better assess and manage their exposure. He explains Axio’s innovative approach, which bridges the gap between understanding enterprise-level cyber balance sheet risks and equipping insurers to tackle the growing threat of cyber-related physical damage.
Key themes include:
The distinction between traditional cyber liability insurance and emerging cyber physical risks, which pose critical challenges for sectors like energy, manufacturing, and finance.
The cascading effects of unmanaged cyber risk on project finance, lending practices, and board-level accountability.
How closing the protection gap can foster a more resilient investment market.
Quotable Moment from Gavin Lillywhite:
"The confusion between cyber liability and cyber physical damage often leaves critical risks unaddressed. It’s not about fear; it’s about building resilience and eliminating the protection gap."
If you're a business leader, insurer, or simply keen to explore how technology and risk management intersect in today’s economy, this episode is packed with actionable insights and thought leadership.
Don't miss an episode! Stay tuned for more expert interviews and in-depth conversations on the future of leadership, customer experience, and emerging industry trends.
If you would prefer to watch the full video you can do that here. https://youtu.be/4XVM54MK0v0
Visit Gavin's LinkedIn profile here. https://www.linkedin.com/in/gavin-lillywhite/
Learn more about Douglas Jackson in the Insurance market offering Executive Search and Recruitment Consultancy for Senior and Executive leadership hires.
https://www.douglas-jackson.com/insurance-banking-and-finance-executive-and-professional-search-recruitment/
For more on John Montgomery go here. https://www.linkedin.com/in/john-montgomery-the-insurance-recruitment-specialist/
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