The Impact Room from Douglas Jackson

Episode 14 - Sarah Whiddett, Director of Client Partnerships, Kantar

We welcome Sarah Whiddett to The Impact Room. A marketeer with over 15 years experience.
 
Sarah is a Director, Client Partnerships at Kantar and has been a Board Director and Chair of an industry not-for-profit.
 
With a background of Insight, Customer Experience, Customer & Channel Marketing across food, on and off trade. Sarah talks about the importance of influence and connection, in a technical data led world.
 
Being curious, don't stay in your lane, how to develop deeper broader thinking to enhance your career.
 
Don't underestimate the value of a strong network. Mentoring talent, how to find that lucky break.
 
The Impact Room - Where exceptional, diverse and impactful leadership and wisdom is shared...
 
Douglas Jackson Recruitment Consultants and Executive Search for Customer Insight, Resource Planning, Analytics, Customer Contact, Customer Service and Customer Experience.
 
Watch the full video here. 

Episode 13 Ann-Marie Stagg, Ex CEO of the Call Centre Management Association (CCMA)

Ann-Marie Stagg has over 20 years working for blue chip organisations such as the AA, Scottish Power, United Utilities, Brakes, and the Co-op Financial Services and recently retired as CEO of the CCMA which is now in its 27th year. 
Ann-Marie also set up the UK National Contact Centre Awards which recently celebrated its 25th anniversary, took over the European Contact Centre and Customer Service Awards 6 years ago and breathed new life into it, making it now the largest awards event for our industry. 
Learn more from Ann-Marie on the following.  What changes have you observed during those 30 years.
ThebBiggest opportunity you see in the Contact Centre sector right now.
What advice would you give people wanting to progress in the industry
 
Did you come across any challenges being a woman in senior roles in the industry
What was your biggest career break, and who or what do you have to thank for it.
Have we seen the last of Ann-Marie Stagg, or are you likely to pop up again?
What is your favourite travel destination and why? 
The Impact Room from Douglas Jackson– Where exceptional, diverse and impactful leadership and wisdom is shared
Leading the way in Customer Experience Executive Search. 
 
To watch the full video go here. 

Episode 12 - Alan Brown, Chief Operating Officer and Managing Director Insurance

John Montgomery welcomes Alan Brown, Chief Operating Officer, Managing Director and Operations and HR Director for insurance brands including Ageas, Kwik Fit Insurance, Complete Cover.
John talks with Alan about some of the following:
How the Cost of Living Crisis is effecting the Insurance industry
What are some of the pitfalls facing technology programmes and projects across the industry
How Alan see's new tech 'changing the game' in the industry and what might be the biggest impact to the customer
With many organisations struggling to attract and retain talent, how important do you believe culture is and in his opinion what are the key steps for a culture to drive an engaged, dedicated pro active workforce and more...
Join Alan in The Impact Room, Where exceptional, diverse and impactful leadership and wisdom is shared. #chiefoperatingofficer #coo #theimpactroom #podcast #douglasjackson #insurance #leadership
Watch the full video here. 

Episode 11 - Vatsana (Vosy) Gordon, Resource Planning Consultant

Perry Fletcher joins Vatsana (Vosy) Gordon, Head of Business Planning and Consultant, in The Impact Room...
Vosy shares her love for new technology, not taking yourself too seriously, homeworking, planning, hybrid models, flexibility, lifestyles and retention, career advice:
You don't know what you don't know, keep learning, be willing to learn and change, be open...
Taking change as an opportunity to learn.
The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared Leadership. 
If you would prefer to watch the full video session that can be found here. 

Episode 10 - Nicola Callan Boost HR, Effective Leadership of a Hybrid Workforce

This is a recording of a live Webinar Douglas Jackson hosted with Nicola Callan of Boost HR.
Hybrid and flexible working is still causing some organisations difficulties. 
If you are like many customer led leaders, COO's, CCO's, Customer Service, Customer Experience and HR Directors who are moving towards a flexible; remote and office working model,  you will be asking yourself, 'Am I and my team ready?,
How will we engage and manage a remote team? and many other questions.
The most successful employers will be able to attract and retain the most agile leaders who help others to help themselves, creating a more collaborative, empowered, high performance workforce.    
In this exclusive webinar, specifically for customer led leaders and HR Directors, leadership coach and people developer Nicola Callan of Boost HR will show you:
The most important thing you need to stop doing to deliver more empowered employees.
Why you aren’t ready for a hybrid workforce, yet.
How you can better engage and manage your remote and working from home colleagues How you can ensure inclusion across your hybrid team.
Preparing for the future and the longer term impacts on personal development as we adapt.
If you would prefer to watch the video recording you can see that here. 
 

Episode 9 - Greg Reed, CEO Homeserve and Places For People

The Impact Room welcomes Greg Reed, Board Director, Advisor and Former CEO of HomeServe UK, presently CEO of Places for People, ex Bank of New York.
Hear from Greg on how best to progress your board career.
The benefits of sideways moves and learning...
Look after your people and they will look after your customers and the rest will look after itself...
What are the most critical traits to success to be a successful board level leader, authenticity, being the best version of yourself, inspirational leadership.
The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared...From Douglas Jackson 
Watch the video to this session here. 
 

Episode 8 - Louise Smith, General Manager, MI and Planning, Jet2

Louise Smith , General Manager MI and Planning from Jet2 joins Perry Fletcher, Practice Lead and high end retained search consultant across Data, Planning, Insight and Analytics, in the Impact Room.
Louise is a multi award winning, dedicated and enthusiastic professional and senior manager with experience across both the finance and travel industry.
Louise talks about travel...a can do attitude, and with enough dedication anything is possible.
The importance of self motivation in a fast growth planning envirnonment. Passionate about doing the right thing and not just taking the easy option...
Changes to the travel industry over the pandemic, planning and wellbeing. It isn't just about the numbers...pushing yourself forwards in your career, standing out, take the lead.
Making the move from Operations to Planning.
Striving to the right thing to the best of my ability.
If you would like to watch the video podcast that can be found here. 
The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared from Douglas Jackson, Executive Search, diverse, impactful leadership.

Episode 7 - Jeff Sheehan, Customer Experience Management Consultant and Author

Holly Beeston from Douglas Jackson Recruitment welcomes Jeff Sheehan, Customer Experience Management Consultant and Author to The Impact Room.
Jeff talks about the challenges and opportunities facing customer experience at this time.
Jeff Sheehan is a Customer Experience Consultant with experience across both the US and UK markets, with experience gained with organisations including Apple and Motorola.
Jeff shares his thoughts on how best to align CX strategy and teams to deliver brand promises.
Jeff talks about a misuse of NPS, improving customer experience, aligning with your brand promises, the ease of doing business or net easy.
Brands who have not read the tone of the customer.
Watch the video here. 
The Impact Room -Where exceptional, diverse and impactful leadership and wisdom is shared...From Douglas Jackson

Episode 6 - Jo Causon, CEO, The Institue of Customer Service

The Impact Room from Douglas Jackson welcomes Jo Causon, Chief Executive Officer of the Institute of Customer Service, to share some insight and thoughts about customer service, customer demands, ease of customer service, challenges, transparency, communications, opportunities.
What do the organisations that do well with customer service do differently, ethics, value. What needs to change in the UK to help our customers feel happier and improve customer experience.
The role the boardroom has to play in delivering great customer service, setting the purpose and legacy.
The Impact Room – Where exceptional, diverse and impactful leadership and wisdom is shared. 
Watch the video link here. 

Episode 5 - Abdul Qadir Pemberton - Business Analyst

Perry Fletcher meets Abdul Qadir Pemberton, an Operations Business Analyst in The Impact Room, for a get to know you and your career session.
Abdul shares his insight in homeworking, skills, diversity, creative shift patterns and channel shifts amongst other things and shares some hints and tips to help you develop your career and opportunities.
The Impact Room Where exceptional, diverse and impactful leadership and wisdom is shared... From Douglas Jackson
Rather watch the full video? Link here.