The Impact Room - Conversations That Shape Exceptional Leadership

AI is moving quickly, but many organisations are still struggling to turn experimentation into genuine business value.
In this episode of The Impact Room, Michelle Ansell speaks with Maggie Sarfo, who helps growth-focused organisations and leadership teams connect AI ambition to measurable commercial outcomes.
Rather than starting with the technology, Maggie starts with the business problem. She explains why so many AI pilots fail to scale, why adoption is more than usage, and why leadership teams need to understand their readiness before investing further.
The conversation covers AI maturity, AI literacy, governance, ethics, data readiness, culture, trust and the changing skills leaders need as AI becomes embedded into the way organisations operate.
One of Maggie’s most striking observations is:
“If you add AI on top of the chaos, it will become more chaotic.”
Michelle and Maggie also explore the future of work, the rise of agentic AI, the risk of cognitive overload, and why leaders may need to rethink the foundations of their business rather than simply adding AI tools to existing systems.
This is a practical and thought-provoking conversation for senior leaders, founders and transformation teams who want to move beyond AI pilots and start building the foundations for sustainable growth, better decision-making and measurable impact.
 
Maggie is the Founder and CEO of Meres Consult Learn More about Meres Consult,
website: https://www.meresconsult.com/
Complimentary AI Readiness & Maturity Assessment: https://meresconsult.com/ai-assessment.html
Complimentary AI Exploration Consultation: https://tidycal.com/maggiesarfo/explore
Connect with Maggie: https://www.linkedin.com/in/maggie-sarfo/
Global business growth and AI adoption consultancy
Watch the Full episode on Youtube here: https://youtu.be/2FOicTBmWGw
Learn more about Douglas Jackson Executives Search and Leadership Advisory for Permanent and Fractional AI leadership and direction. https://www.douglas-jackson.com/executive-search-proven-diverse-leaders-headhunters/
 

Sean Keane, Co-Founder of Service Economics, joins Michelle Ansell on The Impact Room to discuss why many organisations are unintentionally designing inefficient service systems, and how this is impacting cost, customer experience and operational performance.
Drawing on extensive experience in regulated industries, Sean introduces the concept of service effectiveness, challenging traditional approaches focused purely on efficiency, automation and cost reduction.
Key themes include:
Understanding value demand vs failure demand
Why up to 80% of customer contact can be avoidable
The financial and operational impact of “service waste”
The limitations of traditional metrics such as Average Handle Time and First Contact Resolution
How organisations overspend on technology by solving the wrong problems
The importance of leadership curiosity and operational visibility
Practical steps for new COOs and Customer Leaders in their first 100 days
Sean highlights a critical shift in thinking:
“If you chase quality, the cost takes care of itself.”
This episode is essential listening for leaders responsible for customer operations, transformation, cost management and service delivery in complex, customer led and regulated organisations with real world examples for Housing Associations, Utilities and Banking, Financial Services and Insurance.
To learn more about Service Economics please go here: Service Economics - The experts in Effective Service
To learn more about Sean Kean, Managing Director and Co-Founder go here. Seán Keane, CCXP | LinkedIn

In this episode of The Impact Room, Michelle Ansell speaks with Hannah Awonuga, award-winning culture, talent and inclusion expert, LinkedIn Top Voice for Gender Equality and advisor to leaders navigating organisational growth.
Hannah specialises in helping scale-up businesses design and embed inclusive cultures where organisational growth strengthens both people, performance and enterprise value. Her work focuses on integrating inclusion into leadership behaviours, operating systems and organisational design, rather than treating it as a standalone initiative.
Drawing on almost two decades of experience across the banking sector and global organisations, Hannah has led cultural transformation programmes, global colleague listening initiatives and remote teams across the UK, US, Europe and APAC.
In this conversation, Michelle and Hannah explore:
• Why conversations about diversity and inclusion are evolving toward leadership and organisational culture• The challenges scale-ups face when growth outpaces cultural infrastructure• Why organisations are increasingly seeking strategic advisory support rather than traditional DEI roles• Practical steps leaders can take to build inclusive, high-performing environments
This episode offers thoughtful insight for CEOs, founders, HR leaders and executives looking to build organisations where culture, talent and business performance grow together.
 
Together they explore:
The retreat from traditional DEI roles and what it really signals
Why inclusive leadership requires new skills — empathy, bias awareness and strategic alignment
The “frozen middle” and its impact on progression
Fractional and advisory models for culture and inclusion support
Intersectional leadership at board level
Practical next steps for growth-stage organisations
This episode is essential listening for leaders navigating culture, governance, talent retention and long-term performance in a rapidly changing workforce.
If you would prefer to watch the full video you can do that here: 
Follow and learn more from Hannah here. 
https://www.linkedin.com/in/hannahawonuga/
More Information on The Inclusive Foundations Programme here https://www.theinclusivefoundationsprogramme.com/
Learn more about Douglas Jackson who are Executive Search Consultants passionate about Diversity, Inclusion and Retention of Executive Directors show are more successful. 
https://www.douglas-jackson.com/services-retained-executive-search-firm/
 

Dr Abbey Atkinson joins Michelle Ansell to unpack the structural, cultural and historic forces that shape gender inequality in the UK insurance sector. Drawing from extensive doctoral research and her own industry career, Abbey explains why progress is slowing, what organisations misunderstand about EDI, and the practical steps leaders can take to build equitable, high-performing workplaces.
Topics include:• Why gender equality progress remains largely superficial• The “role habitus” concept and how powerful job structures resist change• Flexible working, burnout and why policy without culture doesn’t work• Sponsorship vs mentorship — and why women need both• Networking inequality and why it must be treated as an organisational skill• Data, diagnostics and the danger of misidentifying the problem• How insurers can take meaningful action within 90 days
For boards, HR leaders, and executives committed to building better systems — this episode provides grounded, research-led insight with clear recommendations.
Listen today - if you would prefer to watch the recording you can do that here: https://youtu.be/Ny8Ht-nfQxE
 
For more information on Abbey's thesis and company go here https://www.insightchange.co.uk/ 
 
Follow Abbey Atkinson here: https://www.linkedin.com/in/abbey-atkinson-phd-88460257/
If you are looking for a Executive Search firm with a passion for Diversity, learn more about Douglas Jackson and their work here. https://www.douglas-jackson.com/diverse-leadership-recruitment-hire-more-diverse-leaders/
 
 
 
 

In this episode, The Impact Room welcomes Thomas Moore, COO at Custom Connect, to discuss the realities of operational leadership and the evolving outsourcing landscape.
Thomas shares his journey from frontline call-centre agent to COO, offering practical insight into:• The leadership lessons that shaped his career• Why the mid-management layer is under pressure — and how to strengthen it• Behaviour-based hiring and building confident, capable leaders• Human-centred outsourcing and the shift away from AI-first thinking• Managing complexity: cyber threats, global instability and changing customer expectations• What clients should look for when choosing an outsourcing partner
Packed with grounded experience and strategic insight, this episode is essential listening for leaders in CX, operations, BPO, transformation and customer-led industries.
Listen now, or if you prefer you can watch the full recording here. 
Learn more about Custom Connect here: https://www.customconnect.com/
Follow Thomas here: https://www.linkedin.com/in/thomas-m-0659b84/
Learn more about Douglas Jackson for your Executive Search and Recruitment Leadership services. https://www.douglas-jackson.com/
 

In this episode of The Impact Room, Michelle Ansell is joined by Carole Layzell, an experienced banking, digital and customer leader who built her career from leaving school at 16 to becoming a Managing Director at Barclays before moving into NED and advisory roles.
Carole shares candid reflections on her 30-year career across Barclays, Nationwide, Salesforce and Medallia, discussing how customer experience, digital innovation, and people-first leadership shaped her approach.
She also explores what boards are really looking for today, how leaders can stay relevant, and why curiosity and continuous learning have been foundational throughout her journey.
We cover:• The realities of starting a career at 16 and navigating progression• Digital transformation and initiatives like Digital Eagles• What skills our leaders and future need now and what makes them future-ready• Why customer experience still defines organisational success• How Carole is approaching her new chapter as a NED and advisor
If you're interested in leadership development, customer strategy, banking innovation or building a portfolio career, this episode offers practical wisdom and real-world experience from someone who has lived it. Not sure whow to get the best from your own career then this is a must listen episode.
Powered by Douglas Jackson, helping organisations hire more diverse, impactful leaders who stay longer and perform better, for growth, scale and transformation.
If you would prefer to watch this episode you can do that here. 
https://youtu.be/_pJd7fE1FAo
Connect or link with Carole. https://www.linkedin.com/in/carole-layzell/
Learn more about Douglas Jackson and their Banking Financial Services and Insurance Solutions for quality and professional Executive Search and Recruitment, helping you hire more impactful, diverse leadership for Permanent, Interim, NED and Fractional support. https://www.douglas-jackson.com/insurance-banking-and-finance-executive-and-professional-search-recruitment/

Is SEO still relevant in an AI-driven world?
Ben Rees, marketing leader, Chief Marketing Officer joins Perry Fletcher in The Impact Room to explore why traditional search tactics are losing their edge and how Answer Engine Optimisation (AEO) and Generative Engine Optimisation (GEO) are redefining visibility and the Marketing Playbook. 
Learn how to ethically influence AI-powered algorithms. 
Build a reputation that scales, and equip your teams for the dual-speed marketing era.
Powered by Douglas Jackson, independent boutique recruitment and Executive search, experts in hiring diverse, impactful leaders for CX, growth and transformation.
Follow Ben here. https://www.linkedin.com/in/benjaminrees/
Learn more: https://www.bjrees.com/services/
Find out more about Perry Fletcher and how he can support your Operational Support Recruitment Functions including Resource Planning, AI, Analytics, Insight and Data Transformations, scale and growth. https://www.douglas-jackson.com/operational-support-ai-data/
If you would rather watch this episode you can do that here. https://youtu.be/ZlSuKrYDqjU
#aeo #geo#seo#marketing #onlinevisibility #cmo #answerengineoptimisation #generativeengineoptimisation
 
 

In this episode of The Impact Room, Michelle Ansell speaks with Lyndon Purnell, a seasoned Chief Information Officer and fractional technology leader with more than two decades of experience across digital, cyber security, data and large-scale transformation.
Together they cover:• The real role of a CIO and how it differs from a CTO• Why technology spend is often wasted and how to build value instead• Practical steps smaller organisations can take to reduce cyber vulnerability• How to assess your tech and cyber posture in the first 30 days• Why people, not systems, are the biggest cyber risk• How fractional CIOs are helping businesses access FTSE-level talent without permanent headcount• The leadership mindset required to navigate AI, automation and fast-moving digital change• How leaders can better understand tech without needing to become experts
Lyndon helps unpack 
Perfect for CEOs, COOs, operational leaders and boards who want to strengthen resilience, make better technology decisions, and avoid the risks of an increasingly digital world.
Follow Lyndon Purnell here. https://linkedin.com/in/lyndonpurnell
If you would prefer to watch this episode you can do that here: https://youtu.be/DbYkh2QV_e0
Learn more about Douglas Jackson, the independent boutique recruitment and executive search firm who hire more impactful, diverse leaders on a Permanent, Interim, NED and Fractional basis to help your business, thrive, scale, transform and grow. https://www.douglas-jackson.com/services-retained-executive-search-firm/
#hireachiefinformationofficer #cio #fractionalhires

Are customer surveys still fit for purpose?
Adam Elliott, proven Customer Insight Director, Operational Excellence and CX Leader working with brands E.On, Aviva, National Grid joins Perry Fletcher in The Impact Room to explain why traditional survey-based metrics like NPS are becoming obsolete, how can we continue to base our customer strategies and roadmaps on so few survey results? And shares an alternative approach, predictive modelling, is this a better future.
This episode explores:• The collapse of survey reliability (1–2% response rates)• Predictive insight using operational and behavioural data• How AI and advanced analytics accelerate customer understanding• The organisational changes required to shift from reactive to predictive• Real examples from utilities, energy and financial services
Packed with practical value and strategic direction, this episode is essential listening for CX, Voice of Customer, Customer Insight, Operation Efficiencies and transformation leaders building the next era of customer-centric organisations.
Powered by Douglas Jackson experts in hiring diverse, impactful leaders for growth and transformation.
If you would prefer to watch this episode you can do that here. 
Follow Adam Elliott here. https://www.linkedin.com/in/adam-elliott-59a63a4/
Learn more about Douglas Jackson, who can help you hire CX and Customer Insight specialists and leadership talent. An independent boutique Executive Search and Recruitment Consultancy and Our Operational Support Practice Area for Insight, AI, Analytics and Strategic Planning. https://www.douglas-jackson.com/operational-support-ai-data/
 
#customerinsight #voiceofthecustomer #voc #cx #podcast #adamelliott 
 

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.