The Impact Room from Douglas Jackson

Why Playing It Safe Is Holding Housing Innovation Back

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 Emotional Intelligence and Empathy Expert - Find Out More About This Critical Skill That Will Elevate Your Relationships, Leadership, EX, CX and Business Profits

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
 

James Bell Data Enablement and Operations Director AI Ethicist, Artificial Intelligence Risk and Governance, News Corp, Dow Jones, KPMG

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.

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...

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...

The £200bn+ missed opportunity in the Insurance Industry - Vicki Joshi, Former Chief Customer and Brand Officer of Axa UK

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/
 

This CTO Says Tech Isn’t the Problem. Culture Is - The Gender Pay Gap and Levelling up in STEM and Social Housing - Douglas Silverstone

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

Susan Caesar - Director of Artifical Intelligence. The Human-Centred AI Revolution: Purpose, Progress & the Future of Work

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.
 

The Truth Of Why AI Is Failing Your Customers - And Why Many Businesses Might Be Getting It Wrong - Top Tips To Help Turn This Around - Scott Kerr, Eviden,

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

Peter Massey - Serial Entreprenuer.Leading with Purpose, How To Start and Sustain a Thriving Business

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 RoomThe 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