The Impact Room from Douglas Jackson

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.
If you would prefer to watch the full episode you can do that here 
The Impact Room from Douglas Jackson.  Where exceptional, diverse and impactful leadership and wisdom is shared...

Episode 42 - Dr Steve Long, CEO of USA Many Pets the Double Unicorn Fintech

John Montgomery Practice Lead in Insurance joins Dr Steve Long, USA CEO of Many Pets, the Fintech and Insurance Disruptor. Steve is a seasoned CEO and known for his remarkable journey from managing startups to leading multinational corporations into the realm of 'double unicorns'.
Dr. Long shares invaluable lessons from his vast experience in tech businesses, international expansion, and building high-performing teams. Steve dives deep into the nuances of venturing into new markets, emphasising the importance of local culture, customer engagement, regulatory landscapes, and the criticality of budgeting and strategic planning. Steve also recounts his personal comeback from a life-altering injury, underlining the profound impact it has had on his professional ethos and leadership style. Furthermore, he provides practical advice for organisations aiming to navigate the complexities of global expansion, with a special focus on the pet insurance industry's challenges and opportunities in different territories.
The Impact Room from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared...
If you would prefer to watch this episode you can do that here. 

Episode 41 - Damian Moore, Director of Optiforce, Resource Planning and Workforce Optimisation

Join us on thie Impact Room into the intricate world of resource planning and performance optimisation with Damian Moore, the experienced Director at Optiforce. Damian brings a wealth of knowledge from his diverse career across industries such as IT, retail, and contact centers, providing a deep dive into the strategies that are shaping the future of workforce management.
🔍 Episode Highlights:
Career Journey: Trace Damian's professional path from his early days as a resource plan analyst to his current role at the helm of Optiforce.
Personal Insights: Get a glimpse of Damian's personal life, including his love for Ibiza and what makes it his favorite getaway.
Innovative Project Showcase: Explore a transformative project in a major retailer's IT service desk, highlighting the impactful integration of AI and predictive analytics.
Resource Optimization: Damian discusses a successful initiative in the retail sector that optimized workforce management, emphasizing the importance of strategic resource visibility and flexibility.
Employee Engagement: Learn about the focus on aligning scheduling with employee aspirations, improving engagement and well-being through innovative tools developed in collaboration with a Russell Group University.
Cross-Industry Experience: Damian reflects on his extensive experience across multiple sectors, underscoring the universal need for effective, adaptable shift patterns.
Inspiration and Future Directions: Hear what motivates Damian to continually innovate in his field, and the balanced, inclusive solutions he strives to create for businesses and their employees.
Dive into this compelling conversation that seamlessly integrates expert knowledge, forward-thinking strategies, and the crucial human element in workforce management. Whether you're a professional in HR, operations, or simply fascinated by the dynamics of effective workforce management, this episode offers valuable insights and inspiration.
The Impact Room from Douglas Jackson – Where exceptional, diverse and impactful leadership and wisdom is shared...
If you would prefer to watch this episode you can do that here. 

Episode 40 - Abdul Azeez - Customer Care Director, Barclays Bank

Tune into this episode of the Impact Room featuring Abdul Azeez, a seasoned transformational leader with an extensive background in financial services and banking at Branch level, Regional Director and Customer Care Director for Barclays Bank. 
Abdul discusses the nuances of leading with impact and navigating the complexities of technological advancements and strategic planning in corporate settings.
With over two decades of experience, he offers invaluable insights into what makes teams perform at their peak and how to cultivate an inclusive, high-performance culture that drives significant returns for shareholders.
Abdul's approach combines practical strategies with inspiring leadership philosophies, making this a must-listen for anyone interested in organisational development and management excellence.
Tune in to learn from Abdul's extensive experience and discover his "secret ingredients" for successful business transformations and cultural shifts.
"When I started out, initially, you create certain self-setting limits out there. And I remember seeing a colleague, a director who looked like me. I was like, 'Wow, is it possible to get a black guy, someone of African descent, in a senior position?' I'm like, 'Oh, he's doable.' And that was the rest for me."
The Impact Room from Douglas Jackson, Where exceptional, diverse and impactful leadership and wisdom is shared...
If you would prefer to watch this episode you can do that here. 
 
 
 
 

Episode 39 - Clare Muscutt, Founder and CEO of Women in CX

Welcome to another episode of "The Impact Room," where we dive deep into the transformative world of customer experience (CX) and leadership. Today, your host, Michelle Ansell, is joined by Clare Muscutt, a recognized leader in the CX field and the founder and CEO of WiCX, Women in Customer Experience, the pioneering global community for women in customer experience and technology.
In this episode, Clare shares her expert insights on why traditional approaches to CX transformation might be more of a problem than a solution, advocating for more agile and customer-focused strategies. She also discusses the evolving role of CX leaders, emphasizing the need for a balance between technical skills and strategic business understanding to drive real change.
Additionally, Clare talks about founding WiCX and its impact on supporting and elevating women in the tech and CX spaces, creating a vibrant network for professional growth and advocacy.
Tune in to gain valuable insights from one of the leading voices in customer experience and learn how leadership, technology, and community intersect to shape the future of the industry.
The Impact Room from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared...
If you would prefer to watch this episode you can do that here. 

Episode 38 - Oke Eleazu, Ex UK CEO Many Pets, CEO and Founder of Elevate Colour

Welcome to today’s engaging edition of The Impact Room, where insights meet influence and stories of success pave the way for tomorrow’s leaders. I'm Michelle Ansell, your guide on this journey of discovery and inspiration. Today, we are incredibly honored to have Oke Eleazu with us—a visionary in the realms of business, leadership, and the power of diversity.
Oke, the founder CEO of Elevate Colour, has charted a remarkable path through the corporate world, notably as the former UK CEO of Many Pets, a fintech and insurance phenomenon which became a double unicorn. His dedication to customer experience excellence, combined with his advocacy for Diversity, Equity, and Inclusion (DEI), makes him a distinguished voice in pushing for greater representation of people of colour in leadership roles.
In this episode, we'll explore Oke's transformative leadership journey, his innovative approach to business, and his mission with Elevate Colour. We’ll dive deep into the essence of creating a customer-centric culture and the critical conversation around diversity and representation in leadership.
Join us as we unravel the lessons and insights from Oke's impressive career.  Let's dive in..
The Impact Room, where exceptional, diverse and impactful leadership and wisdom is shared...
If you would prefer to watch this episode, you can do this here.
Douglas Jackson help CEOs, COOs, HRDs and business leaders improve the success and retention of their new leadership hires across Customer, CX, Operations, Insight, Resource Planning and Transformations. Helping you deliver a much improved performance and ROI.
 

Episode 37 - Dr Elizabeth Blakelock, Speaker, Writer, a key figure in the UK Regulators Network

Welcome to a new episode of the Impact Room, brought to you by Douglas Jackson. In this episode, we have the privilege of hosting Dr. Elizabeth Blakelock, a leading figure in regulatory academics and a pivotal force behind the UK Regulators network's Vulnerability Academy. Dr. Blakelock, who also plays a significant role at Citizens Advice, brings a wealth of knowledge and experience to our discussion, offering invaluable insights into the evolving landscape of regulation and consumer protection.
In our conversation, Dr. Blakelock delves into the essence and importance of purposeful regulation, emphasizing the need for regulatory bodies to adopt a more strategic and proactive stance in addressing societal challenges. She introduces the innovative concept of a Chief Purpose Officer within the regulatory framework, arguing for its critical role in ensuring that regulation not only meets but exceeds societal expectations, particularly in the utilities sector.
This episode explores how the integration of diverse perspectives and the prioritization of consumer protection can lead to more effective and empathetic regulatory practices. Dr. Blakelock shares her thoughts on the significance of empathy, diversity, and innovation in shaping a regulatory environment that is responsive to the needs of vulnerable populations and committed to a fair transition to net-zero.
Join us on this insightful journey as we uncover the potential of purpose-driven regulation to transform the way utilities are regulated, ensuring that essential services are accessible and equitable for all. Don't miss this thought-provoking discussion on the Impact Room, where we tackle the issues that matter most in the utilities sector and beyond.
If you would prefer to watch the full video you can do that here. 
 
The Impact Room from Douglas Jackson - Where exceptional, diverse and impactful leadership and wisdom is shared...

Episode 36- Jo Garland, Senior Director Customer Support and Customer Experience, Webhelp Concentrix, John Lewis and Asda

Join us in our next episode of The Impact Room
In this captivating episode, we have the privilege of speaking with Jo Garland, Jo is a senior Director actoss customer support, customer experience and operational leadership. Jo's career has seen her shaping customer experiences at top-tier retailers including Waitrose, John Lewis, and Asda. Now, as a Senior Account Director at Concentrix and Webhelp, Jo has been recognised in the Customer Experience Foundation Power 100 and excels at delivering transformation, leadership, and coaching.
🔍 What's inside this episode:
Jo's Journey: From leading omnichannel customer support to embracing new challenges in her current role, Jo shares her rich experiences and the lessons learned along the way.
Making an Impact in New Roles: Jo discusses her approach to joining new organizations, especially in dynamic environments, and how to identify and seize quick wins while bringing valuable experience to the table.
Leadership and Change: Delving into her passion for leadership, Jo talks about the common pitfalls in transformation programs and the vital role of engaging and nurturing talent at all levels.
Diversity and Career Advancement: As a successful female leader, Jo offers her perspective on promoting diversity within organizations, and provides practical tips for aspirational leaders to thrive in their careers.
The Power of Customer Service Careers: Jo passionately argues for recognizing customer service as a promising career path, highlighting the vast opportunities for growth and learning it presents.
🧘‍♀️ A Personal Touch: Jo also shares snippets from her recent yoga retreat in Spain, offering a glimpse into how balancing personal well-being contributes to professional excellence.
Join us on The Impact Room, Where exceptional, diverse and impactful leadership and wisdom is shared...
 Jo's insights are a blend of practical advice, forward-thinking strategies, and a deep understanding of what it takes to excel in customer-centric roles.
If you would prefer to watch the Youtube video you can do that here. 

Episode 35 - Mandy Casken, Director of Resource Planning and Forecasting, Ex RAC, Capita, Barclays

The Impact Room welcomes Mandy Casken, Director of Resource Planning and Forecasting and who has worked but the RAC, Capita amongst others. 
Perry joins Mandy as they talk about resource planning and workforce management, effective planning and forecasting.
Mandy is a distinguished Planning and Insight leader with over 25 years of experience in the field. Mandy's impressive career spans various sectors, including notable roles at RAC, Army Recruitment, and Barclays. Dive deep with us into her insightful journey and her impactful contributions to strategic and operational workforce planning.
Inside This Episode:
From Brass Bands to Boardrooms: Mandy reveals her fascinating background, including a unique hobby that surprises many.
Data Strategy in Action: Learn about Mandy's transformative role in army recruiting, where her data-driven approach led to remarkable achievements.
The Evolution of Planning and Insight: Mandy discusses the exciting future of workforce planning, emphasizing the synergy between AI, machine learning, and the critical human touch.
Career Milestones and Mentors: Explore Mandy's career-defining moments and the influential mentors who have shaped her journey.
Empowering Future Leaders: Mandy imparts invaluable advice for those aspiring to senior leadership roles in planning and forecasting, highlighting the importance of collaboration and embracing challenges.
AI in the Workplace: Gain insights into Mandy's perspective on AI advancements, including ChatGPT, and its potential to revolutionize planning and insight functions.
Mandy Casken's story is more than a career narrative; it's an inspiring tale of dedication, adaptability, and the continuous pursuit of knowledge.
 
If you would prefer to watch the full video you can do that here. 
 
The Impact Room from Douglas Jackson, Where exceptional, diverse and impactful leadership and wisdom is shared...