The Impact Room from Douglas Jackson

Episode 66 - John Sills, Managing Partner at The Foundation, A Customer Led Growth Consultancy, Author of the Human Experience, Trustee of Young Enterprise and Board Advisor

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...

Episode 65 - Clare White, CEO, Founder Connected CX, Best Selling Amazon Author, CX and People Experience, Marcoms Shopper Activation, Loyalty, Manifestation, Self Belief

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...

Episode 62 - Creating truly inclusive environments, Cordelia Johnney, Head of Equality Diversity and Inclusion at Stonewater Housing shares lived experiences and success

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

Episode 61 - Chris Farnath - Hiring Champions, Author of Champion Hire, CEO Service Insight, Fromer Chief Customer Officer Global Operations over 34 countries

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. 
 

Episode 60 - Gavin Lillywhite, Head of Insurance Distribution Axio, Lloyds of London, Allianz, Cyber Balance Sheet Risk Solutions

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/
 
 

Episode 59 - Morris Pentel, Employee, Patient and Customer Experience Design and Engineering, Principle Consultant Customer Success Director Sentient Machines EX, CX, PX, TX

Welcome to the latest episode of The Impact Room! Today, we are thrilled to have Morris Pentel with us. Many of you may already be familiar with him as one of the Pioneers of customer experience. Morris has been at the forefront of contact centre technology since the 1980s, guiding organizations through the evolution of customer service and experience.
In this episode, Morris will share his insights on the current state of customer experience (CX) and its integration with other critical areas like employee and patient and customer experience. We'll delve into the challenges organisations face in bridging the gap between customer expectations and service delivery, and discuss the vital role of analytics in understanding customer interactions.
Join us as we explore how to harness the power of behavioural science, technology and the advancements of AI to improve customer experiences and what it means for the future of service excellence. Let's jump in!
 
If you would prefer to watch this episode you can do that here. 
The Impact Room Podcast from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared...

Episode 58 - A journey navigating ADHD and leadership, Sarah Morgan, Chief Operating Officer, Future Leaders, corporate career, empowering others, hyperfocus, procrastination, productivity

In our latest edition of the Impact Room Sarah Morgan joins Holly Beeston, Utilities Practice Lead joins Sarah Coach and COO at Future Leaders, about her journey navigating ADHD and leadership. Sarah shares her personal experience with a late ADHD diagnosis, how it impacted her corporate career, and how she’s now empowering others through coaching. Discover how ADHD traits like hyperfocus, procrastination, and rejection sensitivity shaped her approach to leadership, and the tools she uses to stay productive. From coping strategies like the Pomodoro technique and body doubling to balancing her ADHD brain with exercise and nutrition, Sarah offers powerful insights into managing neurodiversity in the workplace.
Navigating ADHD and Leadership with Sarah Morgan: Late Diagnosis and Corporate Success
Overview:In this episode, Holly Beeston speaks with Sarah Morgan, founder of Luceat Consulting and COO at Future Leaders, about her transformative journey following a late ADHD diagnosis. Sarah opens up about how this discovery reshaped her professional life, helping her understand traits such as hyperfocus and rejection sensitivity, and how she now uses these insights to help others as a coach.
“My ADHD diagnosis changed everything—it was like getting the missing piece of the puzzle. Suddenly, all my struggles in leadership made sense, but I also realized the unique strengths it gave me,” Sarah shares.
Join us as she reveals practical strategies like the Pomodoro technique and body doubling that help her stay on track, alongside insights into the importance of exercise and nutrition in managing ADHD. Whether you’re navigating neurodiversity in leadership or seeking productivity hacks, Sarah’s story offers valuable lessons on thriving with ADHD.
#ADHD, #Leadership, #Late Diagnosis, #ADHD in Business, #Neurodiversity, #Sarah Morgan, #Luceat Consulting, #Future Leaders, #Leadership #Coaching, #Hyperfocus, #Rejection #Sensitive #Dysphoria, #Pomodoro #Technique, #Body Doubling, #Corporate Success, #ADHD Management, #Productivity Tools, #Women in Leadership, #Workplace Inclusion #business podcast #leadershippodcast #cxpodcast #utilitiespodcast 

Episode 57 - Caroline Winwood, Global Director Retention and Owner Experience -VP Of Customer Experience, CX transformation Consumer Goods, Manufacturing, Pepsi, Dyson

In this episode of The Impact Room, Michelle Ansell joins Caroline Winwood, a seasoned Global Director/VP of Customer Experience. Caroline has worked with top consumer brands including Dyson and Pepsi, and led major transformation programmes in sales, customer service, e-commerce, and digital experience. She shares invaluable insights on designing customer experiences that drive both operational and commercial success
Quote from Caroline: "Transformation programmes thrive when customer outcomes, operational design, and processes align from the start. Without this, efforts often unravel before they can deliver meaningful results."
If you would prefer to watch this episode you can do that here. 
The Impact Room, Where exceptional, diverse and impactful leadership and wisdom is shared...

Episode 56 - Hugh Kenyon - Sustainability and Insurance, former Pricing Director of LV, Direct Line Group

This week on The Impact Room, we explore sustainability through the lens of a senior leader who has transitioned from a 40-year corporate career to a champion of environmental change. Our guest Hugh Kenyon, candidly shares his learning journey and the lessons from his time as a pricing director and environmental sponsor at LV=. The episode dives into the challenges boards face in adopting sustainability strategies and the importance of measuring what matters—going beyond direct emissions to consider downstream impacts. He offers invaluable advice for leaders who want to build sustainable strategies without getting lost in complexity.
Tune in to gain insights from a leader who believes in empowering people to make sustainability part of the business DNA. Subscribe now and be part of the conversation on leadership and sustainability.
If you would prefer to watch this episode, you can do that here: 
The Impact Room from Douglas Jackson
Where exceptional, diverse and impactful leadership and wisdom is shared...

Episode 55 - Hannah Harrison Paris 2024 Olympic Umpire, Director of Operations - Energy Ombudsman

Balancing Corporate Leadership and Olympic Ambitions with Hannah Harrison
In this episode, we’re thrilled to welcome Hannah Harrison, Director of Operations at the Energy Ombudsman and International Hockey Umpire. Hannah is a dynamic force, not only leading teams in the utilities industry but also achieving her dream of umpiring at world-class tournaments, including the prestigious Paris 2024 Olympics.
🎙️ “Paris was a lifelong dream, broken down into much smaller goals over decades of effort. It’s been a journey, but that’s been the best bit. It’s the journey and the process that shape who you are, connect you to so many people, and ultimately make the impossible possible.”
From the boardroom to the hockey pitch, Hannah shares her strategies for mastering balance, maintaining peak performance, and thriving in demanding roles across different arenas. As a professional woman juggling a high-powered career, intense sports training, and family life, her story is a testament to resilience, goal-setting, and community support. Discover how she channels her passion into every aspect of her life and what it truly means to “have it all.”
🎧 Tune in to hear Hannah’s candid reflections on leadership, career progression, and how she prepares mentally and physically for both corporate and sporting success.
If you’re inspired by stories of women breaking barriers and excelling in diverse fields, be sure to like, subscribe, and share this episode. Follow us for more inspiring conversations with impactful leaders who are redefining success.
If you would prefer to watch the full episode you can do that here 
The Impact Room, where exceptional, diverse leadership and wisdom is shared 
#WomenInLeadership #ProfessionalHockey #OlympicDreams #LeadershipJourney #CorporateSuccess #HighPerformers #UtilitiesIndustry #InspiringWomen #DouglasJackson #TheImpactRoom