The Impact Room from Douglas Jackson

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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The Impact Room Podcast from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared...
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#contactcentreplanning #aiincontactcentres #datadrivendecisions #workforcemanagement #rickosiba #operationalefficiency #realnumbers #theimpactroom 

Episode 49 Pip Tomson - Imposter syndrome - Pip Tomson, Freelance Presenter, Journalist and Media Professional

Impostor Syndrome in the Broadcasting Industry and beyone with Pip Tomson
Welcome to The latest edition of The Impact Room! In this episode, we're joined by Philippa "Pip" Tomson—celebrated journalist and presenter known for her work on ITV News, Good Morning Britain, and GB News. Pip gets real about her personal struggles with impostor syndrome, a challenge faced by many professionals in high-pressure careers, especially in the competitive world of broadcasting.
Throughout her career, Pip has presented live shows, faced unexpected challenges, and navigated the constant feeling of not being "good enough." As she admits, "There was always this sense of, today’s the day... I’m going to be found out." Despite a portfolio of successes and accolades, Pip shares how self-doubt still lingered and how she learned to embrace her strengths and capabilities with time and maturity.
If you’ve ever experienced feelings of self-doubt in your career or want to hear a relatable story from a broadcasting veteran, this episode is for you.
Hit subscribe and don't forget to like and share if you enjoy this content and tune in to hear how Pip overcame impostor syndrome, and be sure to share this episode with anyone who could use a confidence boost!
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The Impact Room Podcast from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared...

Episode 48 - Lara Barnes - Global Director of Customer Success, ex Sitecore, Oracle, Facebook and Microsoft

"If you're not delivering value, it's very easy for businesses to say, 'We're not getting the value, so we're cutting it."
In this episode of The Impact Room, hosted by Michelle Ansell, we welcome Lara Barnes, an acclaimed leader in customer success and a 2024 spotlight winner. Lara has an impressive track record working with leading SaaS and technology companies such as Sitecore, Oracle, Microsoft, and Facebook. She shares her experiences in building high-performing customer success teams, transforming customer engagement strategies, and navigating to a successful strategy that delivers realy value and return on investment for SAAS businesses.
Lara discusses the significance of data analytics in understanding customer needs and driving product adoption. She highlights the critical role of customer success teams in fostering strong customer relationships and ensuring long-term retention. Lara also explores the future of the customer success field, including the growing integration of AI and the expanding responsibilities of Chief Customer Officers.  We also talk about Women in Technology and how Customer Success offers a great opportunity for female and other diverse talent to sprinboard into a uccessful career in SAAS and AI as well as elevating future opportunities. 
Featured Topics:
Evolution of customer success over 15 years
Transitioning to SaaS and the challenges involved
Importance of data-driven decision-making
Strategies for achieving high customer retention and satisfaction
The future of customer success with AI and predictive analytics
Tune in to gain valuable insights and learn how customer success can drive business growth and customer loyalty. Don't miss this opportunity to hear from one of the industry's leading voices and please like and subscribe to hear more from inspirational leaders and their journeys in The Impact Room Podcast from Douglas Jackson

Episode 47 - Sandra Lewin -Founder and Podcast Host 100 Women in Insurance, Diversity, Female Leadership Retention in Insurance

Impact Room Podcast: Elevating and Retaining Diverse Leadership in Insurance
Welcome to the Impact Room Podcast and our latest episode, where Michelle Ansell, Managing Partner at Douglas Jackson, dives deep into the world of leadership, diversity, and talent retention within the Insurance industry.
 
In this episode, we are thrilled to feature Sandra Lewin, founder and host of the acclaimed "100 Women in Insurance" podcast. Sandra shares her remarkable journey from Lloyd's of London, to KPMG and her dedication to showcasing the insurance industry as a career of choice not chance brining to light the opportunities and careers available to talent and female talent across the insurance industry whilst  helping organisations better promote diversity and attract and retain more female talent within the insurance sector. Sandra has a super platform which gives her fresh insight and lived experiences and ideas on how business can better retain their talent and top female talent in senior roles.
Episode Highlights:
Sandra Lewin's Career Path: From KPMG to Lloyd's of London
The Importance of Diversity and Inclusion in the Insurance Sector
What makes the insurance industry a great career choice
The difference 50 years has made in Insurance and female leadership 
Strategies for Retaining and Advancing Female Talent
Real-Life Success Stories and Lessons Learned
Future Trends in Leadership and Talent Management
Join us as we uncover valuable insights, actionable strategies, and inspiring stories that aim to transform the way you approach leadership and diversity in your insurance business. Whether you're an industry veteran, looking for some tips and development, or new to the field, this episode offers something for everyone committed to fostering a more inclusive and successful workplace and who wishes to thrive in an insurance career.
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Where exceptional, diverse and impactful leadership and wisdom is shared
 
#insurance #insuranceleadership #diversityininsurance #insurancepodcast #insurancecareers #whyinsurance #femaleleadersininsurance #talentretentionininsurance #lloydoflondon #kpmg #careerdevelopment #100womenininsurance #retainingdiversetalent #inclusiveworkplaces #careersininsurance #sandralewin #michelleansell

Episode 46 - Gary Ford, Managing Director, Men for Inclusion, Former MD of Global Technology division JP Morgan

Join Holly Beeston, Practice Lead for Utilities at Douglas Jackson, in this episode of The Impact Room as she is joined by Gary Ford, Managing Director of Men for Inclusion and former MD of Global Technology division at JP Morgan and Women in Technology.
Dive into Gary’s fascinating journey from a technologist at JPMorgan Chase to a leading advocate for diversity and inclusion in the workplace. Discover the unique challenges faced by women in male-dominated sectors, and how forming male allies groups can drive positive change.
Gary shares practical strategies for creating an inclusive culture, the critical role of allyship, and why ongoing investment in D&I is essential for a meritocratic workplace. Gary also talks about STEM careers and attracting and helping women to thrive and develop in a STEM career. 
This episode is packed with actionable insights and real-world examples that can help any business enhance its inclusivity efforts and encourage future talent into a technology or other STEM career. 
Key Topics:
Gary Ford’s career and transition to D&I advocacy
Overcoming barriers for women in technology and other sectors
Formation and impact of male allies groups
Practical steps for fostering an inclusive workplace culture
The importance of continuous investment in D&I
Benefits of inclusivity for all employees
Highlight: "Inclusion is about creating a fertile ground where everyone has the right opportunities, not creating unfair barriers. It's not about women good, men bad; it's about all of us learning and growing together."
Tune in to learn how to make your workplace more inclusive and meritocratic. Subscribe now for more impactful discussions!
#Inclusion #Diversity #WorkplaceCulture #Allyship #Leadership #ImpactRoom #MenForInclusion #GaryFord #HollyBeeston #DouglasJackson #DiversityAndInclusion #InclusiveLeadership #womenintechnology
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Douglas Jackson are an Executive Search Recruitment firm, helping you hire more Diverse, impactful leaders that stay for longer and more successful. 
 

Episode 45 - Paul Basigara, Former Commercial Director Home Installations, Centrica, British Gas

Welcome to the Impact Room Podcast! Your host, Perry Fletcher is in conversation with Paul Basigara, the Group Commercial Director for Home Installations at British Gas Centrica. With a robust background spanning over 20 years in the home services sector, Paul provides deep insights into leadership, innovation, and the future of the energy industry.
During the discussion, Paul recounts his career journey from starting as an engineer to becoming a senior leader at British Gas. He shares his experiences in driving operational and digital transformations, improving customer satisfaction, and navigating complexities 
We delve into the critical topics of diversity and inclusion, exploring how businesses can create inclusive cultures and foster diverse thinking. Paul also sheds light on the transformative potential of AI and technology for businesses, offering practical advice on staying competitive in a rapidly evolving landscape.
Key Topics Covered:
Career progression and leadership in home services
Strategies for operational and digital transformation
Enhancing customer satisfaction and market growth
Building inclusive cultures and promoting diversity
Leveraging AI and technology for business success
Join us for this episode filled with actionable insights and inspiration from Paul Basigara. Remember to follow and like for more insightful discussion notification as they arrive. 
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The Impact Room from Douglas Jackson, where exceptional, diverse and impactful leadership and wisdom is shared...
#ImpactRoomPodcast #Leadership #Innovation #AIPotential #PaulBasigara #BritishGasCentrica #HomeServices #DigitalTransformation #DiversityAndInclusion #EnergySector #CustomerSatisfaction #resourceplanning #wfm #insight #analytics

Episode 44 - Hony Premlal, Consultant, Chair of Eldon Housing Association, Chair of WiSH in London

Welcome to the latest edition of the Impact Room! I'm Michelle Ansell, managing partner of Douglas Jackson, and today, I'm thrilled to be joined by Hony Premlal. Hony has nearly 28 years of experience in social housing and is currently a leadership and executive consultant, mentor, and public speaker. Her impressive career spans operational governance, CEO, and managing director roles.
Hony is also a regional committee member of the Chartered Institute of Housing and the Institute of Leadership and Management, a board member of Trinity Association, and Somerset Cooperative Community Land Trust. Additionally, she passionately advocates for the social housing sector, diversity, and inclusion, particularly empowering women's voices. She's presently the chair at Women in Social Housing and Eldon Housing Association.
In this episode, Hony shares her incredible journey from her roots in Kerala, India, to her current influential roles in the UK. She discusses the challenges she faced, from language barriers to job hunting, and how she transitioned from a background in biochemistry to finding her passion in social housing. Hony also talks about the importance of diversity, representation, and mentorship in the sector, emphasizing the need for more inclusive leadership.
We'll delve into her new ventures as an independent consultant and board advisor and explore her insights on the future of the social housing sector, including the new customer tenant standards and the significance of good quality data. Hony's story is one of resilience, determination, and the power of a positive mindset.
Stay tuned to be inspired by Hony Premlal's journey and learn how she continues to make a significant impact in the social housing sector.

Episode 43 - Marco Carrubba, Global Customer Success Director, Ex Microsoft, Vodafone, VM Ware,

Welcome to the Impact Room, hosted by Michelle Ansell, Managing Partner at Douglas Jackson. In this episode, Michelle is joined by Marco Carrubba, a distinguished leader in customer success. Marco has led customer success initiatives at major companies like Vodafone, VMware, and Microsoft. He is known for his innovative approaches and dedication to fostering a growth mindset and team leadership. Marco also champions diversity and inclusion, especially in the context of neurodiversity.
Key Highlights:
Corporate vs. Startup Environments:
Leadership and Strategy Differences: Marco discusses the primary distinctions between corporate and startup settings, such as the focus on stability and long-term sustainability in corporations versus the emphasis on innovation and agility in startups.
Customer Success Strategies: In corporations, customer success often revolves around maintaining established business, while startups focus on acquisition and opening new doors.
Importance of Customer Success:
Early Integration: Marco emphasizes the importance of integrating customer success from day one in startups, contrary to the common practice of considering it post-acquisition.
Value Proposition: Customer success is crucial for helping customers find value and providing feedback for product development, thus playing a pivotal role in the company's success.
Culture and Leadership:
Creating a Thriving Team Culture: Marco highlights the necessity of instilling values that inspire and guide decision-making. He believes in building an environment where psychological safety is paramount, allowing team members to speak up and innovate.
Growth Mindset: Encouraging continuous learning and improvement is key. Marco shares insights on fostering a growth mindset within teams by providing opportunities for development and learning.
Adapting to Technological Advancements:
Staying Ahead: Marco talks about the importance of staying ahead of technological trends and being responsive to industry-specific challenges. He advocates for a structured approach to continuous improvement, such as book clubs and shadowing programs, to keep teams updated and engaged.
Diversity and Inclusion:
Championing Neurodiversity: Marco is passionate about the benefits of a diverse team and the positive impact it has on problem-solving and innovation.
Authentic Inclusion: He stresses that diversity should not be tokenistic. True inclusion requires creating an environment where diverse perspectives are valued and supported.
Future of Customer Success:
Evolving Discipline: Marco believes that customer success will continue to grow in importance, especially as companies increasingly focus on revenue retention and growth. He sees a bright future for the field as it gains more recognition and strategic significance.
Closing Thoughts: Marco concludes by encouraging everyone to embrace technological changes, particularly the advancements in AI, with an open mindset. He sees these changes as opportunities to reshape the industry and society positively.
This episode offers valuable insights into leadership, customer success, and the importance of culture and diversity in building successful teams and companies. Tune in to hear more from Marco Carrubba on these topics and more.
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The Impact Room from Douglas Jackson.  Where exceptional, diverse and impactful leadership and wisdom is shared...