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Are you a business leader, founder, investor or aspiring executive interested in what exceptional leadership looks like in practice?
Welcome to The Impact Room, the leadership podcast from Douglas Jackson, where CEOs, COOs, Chief Customer Officers and senior executives share the experiences, decisions and lessons behind leading successful organisations.
Each episode goes beyond theory to explore the realities of leadership and transformation. From AI, data and digital change to operational performance, customer experience, culture, diversity and building high-performing teams, our guests share what has worked, what they have learned and what they would do differently.
These are candid conversations with leaders who are transforming organisations, navigating complexity and finding new ways to create value for their customers, people and businesses.
The Impact Room is hosted by Douglas Jackson, an independent executive search and leadership advisory firm specialising in customer, operations, transformation, strategy, insight, data and AI leadership.
Our aim is simple: to share the thinking, experiences and lessons of exceptional leaders so that others can learn from them.
Listen. Learn. Share what resonates with your teams, peers and networks.
Subscribe to The Impact Room for new conversations on leadership, transformation and business performance.
Explore more episodes and leadership insight at the Douglas Jackson Leadership Podcast.
Intro Music: “Podcast Background Music While Talking – No Copyright” by @PodcastBackgroundMusic. Licensed under Creative Commons Attribution 3.0 (CC BY 3.0)
| Episode | Date |
|---|---|
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AI Beyond Pilots, Readiness. Adoption and Impact with Maggie Sarfo, Founder, CEO of Meres Consult
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Jul 09, 2026 |
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Why Efficient Service Is Failing Your Business with Sean Keane, Managing Director and Co-Founder of Service Economics.
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Jun 17, 2026 |
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The Illusion of Inclusion and how you can truly deliver on your Investments with LinkedIn Top Voice and Founder Hannah Awonuga
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Mar 30, 2026 |
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Understanding Equity: What’s Really Holding Women and Organisations Back in Insurance? Dr Abbey Anderson, Founder and Principle Consultant Insight Change
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Mar 09, 2026 |
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From Agent to COO: Thomas Moore, Group Chief Operating Officer from Global BPO Custom Connect, on Leadership, Outsourcing & the Future of Operations
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Feb 19, 2026 |
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Leadership Lessons from Leaving School at 16, Back Office, Banking, Tech to the Boardroom - Carole Layzell, NED, CX and Digital, fromer Managing Director at Barclays
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Jan 29, 2026 |
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From SEO to GEO Competing for Relevance in an AI, GPT World
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Dec 08, 2025 |
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The real reason why most cyber attacks happen - Hear from a Cyber, Information, Digital and Data expert Lyndon Purnell, CIO
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Dec 03, 2025 |
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The Problem With Surveys. From NPS to Prediction: The Future of Customer Experience Adam Elliot
|
Nov 25, 2025 |
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From Strategies to Strength - What Great Leaders Actually Do Differently with Elke Edwards
|
Oct 31, 2025 |
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What does it really take to build a leadership pipeline that’s ready for the future? Carolyn Blunt, Managing Director Sedgwick Talent Solutions
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Oct 08, 2025 |
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I’m the Poster Girl for Social Mobility – But I Shouldn’t Be - Donna Scully Joint Owner, Director Carpenters Group
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Sep 16, 2025 |
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From Buzzwords to Business Impact: The Truth About AI with Ahmed Khan
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Sep 16, 2025 |
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We’re in a War for Trust – and Most Leaders Are Losing, Chris Kenny, Digital Specialist
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Jul 11, 2025 |
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Managers are getting it all wrong...If you want to lead well, then here's the tools to do just that.- Charlie Adams
|
Jul 07, 2025 |
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Think you know resilience? Think again. Hear from Former Sandhurst Military Academy Coach and Female nutritionist and Leadership Coach - She Thrives Becca Meadows
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Jun 24, 2025 |
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Why Playing It Safe Is Holding Housing Innovation Back with Stewart Davison
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Jun 09, 2025 |
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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
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May 23, 2025 |
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James Bell Data Enablement and Operations Director AI Ethicist, Artificial Intelligence Risk and Governance, News Corp, Dow Jones, KPMG
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May 23, 2025 |
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John Sills, Managing Partner at The Foundation, A Customer Led Growth Consultancy, Author of the Human Experience, Trustee of Young Enterprise and Board Advisor
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May 23, 2025 |
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Clare White, CEO, Founder Connected CX, Best Selling Amazon Author, CX and People Experience, Marcoms Shopper Activation, Loyalty, Manifestation, Self Belief
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May 23, 2025 |
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The £200bn+ missed opportunity in the Insurance Industry - Vicki Joshi, Former Chief Customer and Brand Officer of Axa UK
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May 22, 2025 |
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This CTO Says Tech Isn’t the Problem. Culture Is - The Gender Pay Gap and Levelling up in STEM and Social Housing - Douglas Silverstone
|
May 09, 2025 |
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Susan Caesar - Director of Artifical Intelligence. The Human-Centred AI Revolution: Purpose, Progress & the Future of Work
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Apr 07, 2025 |
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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,
|
Mar 28, 2025 |
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Peter Massey - Serial Entreprenuer.Leading with Purpose, How To Start and Sustain a Thriving Business
|
Jan 29, 2025 |
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Episode 62 - Creating truly inclusive environments, Cordelia Johnney, Head of Equality Diversity and Inclusion at Stonewater Housing shares lived experiences and success
|
Dec 02, 2024 |
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Episode 61 - Chris Farnath - Hiring Champions, Author of Champion Hire, CEO Service Insight, Fromer Chief Customer Officer Global Operations over 34 countries
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Nov 20, 2024 |
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Episode 60 - Gavin Lillywhite, Head of Insurance Distribution Axio, Lloyds of London, Allianz, Cyber Balance Sheet Risk Solutions
|
Nov 15, 2024 |
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Episode 59 - Morris Pentel, Employee, Patient and Customer Experience Design and Engineering, Principle Consultant Customer Success Director Sentient Machines EX, CX, PX, TX
|
Nov 04, 2024 |
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Episode 58 - A journey navigating ADHD and leadership, Sarah Morgan, Chief Operating Officer, Future Leaders, corporate career, empowering others, hyperfocus, procrastination, productivity
|
Oct 24, 2024 |
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Episode 57 - Caroline Winwood, Global Director Retention and Owner Experience -VP Of Customer Experience, CX transformation Consumer Goods, Manufacturing, Pepsi, Dyson
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Oct 23, 2024 |
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Episode 56 - Hugh Kenyon - Sustainability and Insurance, former Pricing Director of LV, Direct Line Group
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Oct 10, 2024 |
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Episode 55 - Hannah Harrison Paris 2024 Olympic Umpire, Director of Operations - Energy Ombudsman
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Oct 09, 2024 |
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Episode 54 - Jane Smith, Chief People Officer, Curo Housing, Formerly of BT, People Director and Tesco
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Oct 04, 2024 |
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Episode 53 - Caroline Walton, Chief Commercial Officer, ex CEO, Corporate Affairs Director, Women in Finance, Women in Credit
|
Oct 02, 2024 |
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Episode 52 - Emma Dark - Customer Experience and Operations Director at Cuckoo, Formerly The White Company, Estee Lauder, Asos
|
Sep 30, 2024 |
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Episode 51 - Mia Manson-Bishop Member Experience and Membership Director
|
Sep 26, 2024 |
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Episode 50 - Ric Kosiba - AI - Workforce Optimisation, Math Modelling and Analytics
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Sep 25, 2024 |
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Episode 49 Pip Tomson - Imposter syndrome - Pip Tomson, Freelance Presenter, Journalist and Media Professional
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Sep 24, 2024 |
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Episode 48 - Lara Barnes - Global Director of Customer Success, ex Sitecore, Oracle, Facebook and Microsoft
|
Aug 02, 2024 |
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Episode 47 - Sandra Lewin -Founder and Podcast Host 100 Women in Insurance, Diversity, Female Leadership Retention in Insurance
|
Jul 15, 2024 |
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Episode 46 - Gary Ford, Managing Director, Men for Inclusion, Former MD of Global Technology division JP Morgan
|
Jul 11, 2024 |
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Episode 45 - Paul Basigara, Former Commercial Director Home Installations, Centrica, British Gas
|
Jun 07, 2024 |
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Episode 44 - Hony Premlal, Consultant, Chair of Eldon Housing Association, Chair of WiSH in London
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Jun 04, 2024 |
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Episode 43 - Marco Carrubba, Global Customer Success Director, Ex Microsoft, Vodafone, VM Ware,
|
Jun 02, 2024 |
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Episode 42 - Dr Steve Long, CEO of USA Many Pets the Double Unicorn Fintech
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Apr 28, 2024 |
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Episode 41 - Damian Moore, Director of Optiforce, Resource Planning and Workforce Optimisation
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Apr 25, 2024 |
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Episode 40 - Abdul Azeez - Customer Care Director, Barclays Bank
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Apr 21, 2024 |
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Episode 39 - Clare Muscutt, Founder and CEO of Women in CX
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Apr 18, 2024 |
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Episode 38 - Oke Eleazu, Ex UK CEO Many Pets, CEO and Founder of Elevate Colour
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Mar 12, 2024 |
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Episode 37 - Dr Elizabeth Blakelock, Speaker, Writer, a key figure in the UK Regulators Network
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Feb 07, 2024 |
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Episode 36- Jo Garland, Senior Director Customer Support and Customer Experience, Webhelp Concentrix, John Lewis and Asda
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Jan 17, 2024 |
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Episode 35 - Mandy Casken, Director of Resource Planning and Forecasting, Ex RAC, Capita, Barclays
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Dec 20, 2023 |
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Episode 34 - Chyrel Brown, Executive Leadership Consultant, Ex COO One Housing, NED
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Nov 22, 2023 |
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Episode 33 - Vinay Parmar, Chief Customer Officer - Founder Dhruva Star
|
Nov 01, 2023 |
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Episode 32 - Damian Kirk, COO and Director of Residential Services E.ON
|
Oct 26, 2023 |
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Episode 31 - Nikki Powell,Director of Customer and Patient Experience, Sciensus (now Operations Director Capita)
|
Oct 25, 2023 |
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Episode 30 - Ashleigh Ainsley, Co-Founder colorintech - Forbes 30 under 30
|
Oct 20, 2023 |
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Episode 29 - Andrei Nita, Director of Data and Analytics
|
Oct 18, 2023 |
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Episode 28 - Nicola Freemantle-Phillips, Senior Consultant Baringa & Partners
|
Oct 13, 2023 |
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Episode 27 - Bontle Senne, Founder and Managing Director Strong-ish
|
Oct 10, 2023 |
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Episode 26 - Manoj Sangany, Scal-up Accelerator, Head of Customer Success and Men’s Mental Health Voice
|
Oct 06, 2023 |
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Episode 25- Nicola Collister, CEO and Founder Custerian, Ex COO, CCO, Group CX Director
|
Sep 28, 2023 |
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Episode 24 - Karen Hogg, Coach, ex Chief Customer Officer and COO
|
Jul 24, 2023 |
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Episode 23 - Kirsteen Williamson - Guinn - Elevate Women
|
Jul 20, 2023 |
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Episode 22 - Mubeen Shariff, Head of Talent, Workforce Management HelloFresh
|
Jun 22, 2023 |
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Episode 21 - Jo Robertson, Coach, Ex COO Orbit Energy and MoneyPlus Energy
|
Jun 14, 2023 |
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Episode 20 - Zoff Makda, Head of Operational Resource Planning
|
Jun 06, 2023 |
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Episode 19 - Rob Sawle Director of Energy Services - Sigma Connected
|
May 26, 2023 |
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Episode 18 - Kelly Kuhn Strategic Board Advisor and NED
|
May 19, 2023 |
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Episode 17 - Eoin Lyons CEO OPAL (Outsourced Professional Administration Limited)
|
May 11, 2023 |
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Episode 16 -Ian Thornton-Trump Chief Information Security Officer for Cyjax Limited.
|
May 01, 2023 |
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Episode 15 Chris Fronger COO and Co-founder Arma Karma Insurtech
|
Apr 27, 2023 |
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Episode 14 - Sarah Whiddett, Director of Client Partnerships, Kantar
|
Apr 24, 2023 |
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Episode 13 Ann-Marie Stagg, Ex CEO of the Call Centre Management Association (CCMA)
|
Apr 19, 2023 |
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Episode 12 - Alan Brown, Chief Operating Officer and Managing Director Insurance
|
Mar 08, 2023 |
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Episode 11 - Vatsana (Vosy) Gordon, Resource Planning Consultant
|
Jan 30, 2023 |
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Episode 10 - Nicola Callan Boost HR, Effective Leadership of a Hybrid Workforce
|
Jan 27, 2023 |
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Episode 9 - Greg Reed, CEO Homeserve and Places For People
|
Jan 25, 2023 |
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Episode 8 - Louise Smith, General Manager, MI and Planning, Jet2
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Jan 23, 2023 |
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Episode 7 - Jeff Sheehan, Customer Experience Management Consultant and Author
|
Jan 20, 2023 |
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Episode 6 - Jo Causon, CEO, The Institue of Customer Service
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Jan 19, 2023 |
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Episode 5 - Abdul Qadir Pemberton - Business Analyst
|
Jan 17, 2023 |
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Episode 4 - Luke Twelves GP and CEO
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Jan 16, 2023 |
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Episode 3 - James Revell Director of International Contact Centres
|
Jan 13, 2023 |
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Episode 2 - Karen Walker Director of Strategy and Change
|
Jan 13, 2023 |
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Episode 1 - Nick Creagh Chief Data and Analytics Officer
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Jan 13, 2023 |