The Impact Room from Douglas Jackson

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!
 
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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."
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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.
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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.
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#WomenInLeadership #ProfessionalHockey #OlympicDreams #LeadershipJourney #CorporateSuccess #HighPerformers #UtilitiesIndustry #InspiringWomen #DouglasJackson #TheImpactRoom

Episode 54 - Jane Smith, Chief People Officer, Curo Housing, Formerly of BT, People Director and Tesco

Welcome to The Impact Room on Podbean. your host, Michelle Ansell, Managing Partner at Douglas Jackson is joined by a remarkable leader in the world of People and HR, Jane Smith. Currently Chief People Officer at Curo Homes, Jane has had an illustrious career, previously holding senior leadership roles at BT, Mothercare, and Tesco.
What sets Jane apart is her unique ability to bridge the gap between HR and commercial operations, and today we’ll dive into her fascinating journey, including her time as the only foreign female director in a highly hierarchical, male-dominated environment in South Korea. Jane will share her insights on leadership, adaptability, and the evolving role of the Chief People Officer in driving both people and business success Jane also talks passionately about the benefits and opportunities in job shares and job sharing so if this is something you and your organisation are considering you must listen to this
I’m excited to explore these topics and more, so stay tuned—it’s going to be a fantastic conversation. 
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The Impact Room Podcast from Douglas Jackson – Where exceptional, diverse and impactful leadership and wisdom is shared...

Episode 53 - Caroline Walton, Chief Commercial Officer, ex CEO, Corporate Affairs Director, Women in Finance, Women in Credit

Welcome to another episode of The Impact Room with me, Michelle Ansell, Managing Partner at Douglas Jackson, where we help businesses hire leaders who are more impactful, more diverse, and who stay for the long term.
In today’s episode, we’re joined by Caroline Walton, a highly experienced Board Director and senior executive in the financial services industry. With over 20 years of leadership experience, Caroline has transitioned through multiple senior roles, including Head of Finance and FCA-approved positions, all while advocating for a healthier, more inclusive workplace culture.
Caroline shares her unique perspective on navigating leadership in a traditionally male-dominated industry and how she adapted across different roles in the sector. A key part of our conversation focuses on career adaptability, leadership growth, and the importance of self-investment—something every leader, whether you're a CFO, COO, or Director, can benefit from.
One of Caroline’s most powerful reflections from our chat:"In order to succeed in a man's world, you need to be more of a man... How wrong is that? And I’m so glad we’re moving beyond that mindset today."
Tune in to hear Caroline’s thoughts on:
Navigating leadership transitions between roles like Head of Finance and Board Director
Building a career in regulated environments
The value of continuously sharpening your skills and growing as a leader
Why inclusive work environments drive better results
Whether you're a senior leader, in the midst of a career change, or simply looking for actionable leadership advice, you won't want to miss this episode of The Impact Room. Listen now and don't forget to follow our podcast for more inspiring conversations with today’s top leaders.
From Finance to Board Director: Caroline Walton on Leadership, Career Adaptation, and Inclusive Cultures
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The Impact Room Podcast from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared...
 

Episode 52 - Emma Dark - Customer Experience and Operations Director at Cuckoo, Formerly The White Company, Estee Lauder, Asos

In this exciting episode, I’m joined by the brilliant Emma Dark, Director of Customer Experience and Operations at Cuckoo. Emma brings a wealth of expertise from her impressive career with iconic brands like The White Company, Estee Lauder, and Asos, and was named in the prestigious CX Power 100 for 2022 and 2023.
Together, we dive deep into Emma's career journey, from her early days in contact centres to becoming a CX leader, and explore the key differences between customer service and customer experience. Emma shares invaluable insights on how to proactively design exceptional customer journeys and continuously improve using data-driven strategies.
This episode is packed with practical advice and inspiration for anyone in CX leadership or looking to elevate their customer service strategies. Don’t miss it!
🎧 Tune in now to hear more about Emma's journey and how she’s shaping the future of customer experience.
How stepping outside of your comfort zon is key to continual learning and sharpening your axe and ultra marathons, how physical exercise can help with delivering peak performance. 
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The Impact Room Podcast from Douglas Jackson – Where exceptional, diverse and impactful leadership and wisdom is shared...
#CustomerExperience #CXLeadership #Podcast #TheImpactRoom #EmmaDark #Leadership #CustomerService

Episode 51 - Mia Manson-Bishop Member Experience and Membership Director

In this episode of The Impact Room, I'm thrilled to be joined by Mia Manson Bishop, the Member Experience and Membership Director at David Lloyd Leisure. Mia brings over 20 years of executive-level experience across the tourism, travel, and hospitality sectors. She’s been recognized as one of the "Women to Watch" in hospitality, travel, and leisure, as well as one of the "100 Most Inspirational CX Leaders in the UK."
In our conversation, Mia shares her thoughts on the changing landscape of hospitality, the growing importance of diversity of thought, and how leaders can navigate this evolving environment. Whether you're passionate about leadership, customer experience, or diversity in business, Mia's insights will leave you with plenty to think about. Let’s dive in!
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The Impact Room Podcast from Douglas Jackson – Where exceptional, diverse and impactful leadership and wisdom is shared...

Episode 50 - Ric Kosiba - AI - Workforce Optimisation, Math Modelling and Analytics

In this episode of The Impact Room, Perry Fletcher from Douglas Jackson sits down with Ric Kosiba, co-founder of Real Numbers and a pioneer in the contact centre planning industry. Ric takes us through his fascinating career, from developing the first-ever resource planning system to harnessing the power of data analytics and AI for smarter decision-making. Tune in to discover how Ric's insights can transform your approach to contact centre management, planning, and operational efficiency. Whether you're an industry veteran or just starting out, this episode is packed with actionable takeaways for today's fast-evolving business landscape.
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#contactcentreplanning #aiincontactcentres #datadrivendecisions #workforcemanagement #rickosiba #operationalefficiency #realnumbers #theimpactroom