The Impact Room - Conversations That Shape Exceptional Leadership

By Douglas Jackson

Listen to a podcast, please open Podcast Republic app. Available on Google Play Store and Apple App Store.


Category: Careers

Open in Apple Podcasts


Open RSS feed


Open Website


Rate for this podcast

Subscribers: 0
Reviews: 0
Episodes: 88

Description

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
AI Beyond Pilots, Readiness. Adoption and Impact with Maggie Sarfo, Founder, CEO of Meres Consult
Jul 09, 2026
Why Efficient Service Is Failing Your Business with Sean Keane, Managing Director and Co-Founder of Service Economics.
Jun 17, 2026
The Illusion of Inclusion and how you can truly deliver on your Investments with LinkedIn Top Voice and Founder Hannah Awonuga
Mar 30, 2026
Understanding Equity: What’s Really Holding Women and Organisations Back in Insurance? Dr Abbey Anderson, Founder and Principle Consultant Insight Change
Mar 09, 2026
From Agent to COO: Thomas Moore, Group Chief Operating Officer from Global BPO Custom Connect, on Leadership, Outsourcing & the Future of Operations
Feb 19, 2026
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
Jan 29, 2026
From SEO to GEO Competing for Relevance in an AI, GPT World
Dec 08, 2025
The real reason why most cyber attacks happen - Hear from a Cyber, Information, Digital and Data expert Lyndon Purnell, CIO
Dec 03, 2025
The Problem With Surveys. From NPS to Prediction: The Future of Customer Experience Adam Elliot
Nov 25, 2025
From Strategies to Strength - What Great Leaders Actually Do Differently with Elke Edwards
Oct 31, 2025
What does it really take to build a leadership pipeline that’s ready for the future? Carolyn Blunt, Managing Director Sedgwick Talent Solutions
Oct 08, 2025
I’m the Poster Girl for Social Mobility – But I Shouldn’t Be - Donna Scully Joint Owner, Director Carpenters Group
Sep 16, 2025
From Buzzwords to Business Impact: The Truth About AI with Ahmed Khan
Sep 16, 2025
We’re in a War for Trust – and Most Leaders Are Losing, Chris Kenny, Digital Specialist
Jul 11, 2025
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
Think you know resilience? Think again. Hear from Former Sandhurst Military Academy Coach and Female nutritionist and Leadership Coach - She Thrives Becca Meadows
Jun 24, 2025
Why Playing It Safe Is Holding Housing Innovation Back with Stewart Davison
Jun 09, 2025
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
May 23, 2025
James Bell Data Enablement and Operations Director AI Ethicist, Artificial Intelligence Risk and Governance, News Corp, Dow Jones, KPMG
May 23, 2025
John Sills, Managing Partner at The Foundation, A Customer Led Growth Consultancy, Author of the Human Experience, Trustee of Young Enterprise and Board Advisor
May 23, 2025
Clare White, CEO, Founder Connected CX, Best Selling Amazon Author, CX and People Experience, Marcoms Shopper Activation, Loyalty, Manifestation, Self Belief
May 23, 2025
The £200bn+ missed opportunity in the Insurance Industry - Vicki Joshi, Former Chief Customer and Brand Officer of Axa UK
May 22, 2025
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
Susan Caesar - Director of Artifical Intelligence. The Human-Centred AI Revolution: Purpose, Progress & the Future of Work
Apr 07, 2025
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
Peter Massey - Serial Entreprenuer.Leading with Purpose, How To Start and Sustain a Thriving Business
Jan 29, 2025
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
Episode 61 - Chris Farnath - Hiring Champions, Author of Champion Hire, CEO Service Insight, Fromer Chief Customer Officer Global Operations over 34 countries
Nov 20, 2024
Episode 60 - Gavin Lillywhite, Head of Insurance Distribution Axio, Lloyds of London, Allianz, Cyber Balance Sheet Risk Solutions
Nov 15, 2024
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
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
Episode 57 - Caroline Winwood, Global Director Retention and Owner Experience -VP Of Customer Experience, CX transformation Consumer Goods, Manufacturing, Pepsi, Dyson
Oct 23, 2024
Episode 56 - Hugh Kenyon - Sustainability and Insurance, former Pricing Director of LV, Direct Line Group
Oct 10, 2024
Episode 55 - Hannah Harrison Paris 2024 Olympic Umpire, Director of Operations - Energy Ombudsman
Oct 09, 2024
Episode 54 - Jane Smith, Chief People Officer, Curo Housing, Formerly of BT, People Director and Tesco
Oct 04, 2024
Episode 53 - Caroline Walton, Chief Commercial Officer, ex CEO, Corporate Affairs Director, Women in Finance, Women in Credit
Oct 02, 2024
Episode 52 - Emma Dark - Customer Experience and Operations Director at Cuckoo, Formerly The White Company, Estee Lauder, Asos
Sep 30, 2024
Episode 51 - Mia Manson-Bishop Member Experience and Membership Director
Sep 26, 2024
Episode 50 - Ric Kosiba - AI - Workforce Optimisation, Math Modelling and Analytics
Sep 25, 2024
Episode 49 Pip Tomson - Imposter syndrome - Pip Tomson, Freelance Presenter, Journalist and Media Professional
Sep 24, 2024
Episode 48 - Lara Barnes - Global Director of Customer Success, ex Sitecore, Oracle, Facebook and Microsoft
Aug 02, 2024
Episode 47 - Sandra Lewin -Founder and Podcast Host 100 Women in Insurance, Diversity, Female Leadership Retention in Insurance
Jul 15, 2024
Episode 46 - Gary Ford, Managing Director, Men for Inclusion, Former MD of Global Technology division JP Morgan
Jul 11, 2024
Episode 45 - Paul Basigara, Former Commercial Director Home Installations, Centrica, British Gas
Jun 07, 2024
Episode 44 - Hony Premlal, Consultant, Chair of Eldon Housing Association, Chair of WiSH in London
Jun 04, 2024
Episode 43 - Marco Carrubba, Global Customer Success Director, Ex Microsoft, Vodafone, VM Ware,
Jun 02, 2024
Episode 42 - Dr Steve Long, CEO of USA Many Pets the Double Unicorn Fintech
Apr 28, 2024
Episode 41 - Damian Moore, Director of Optiforce, Resource Planning and Workforce Optimisation
Apr 25, 2024
Episode 40 - Abdul Azeez - Customer Care Director, Barclays Bank
Apr 21, 2024
Episode 39 - Clare Muscutt, Founder and CEO of Women in CX
Apr 18, 2024
Episode 38 - Oke Eleazu, Ex UK CEO Many Pets, CEO and Founder of Elevate Colour
Mar 12, 2024
Episode 37 - Dr Elizabeth Blakelock, Speaker, Writer, a key figure in the UK Regulators Network
Feb 07, 2024
Episode 36- Jo Garland, Senior Director Customer Support and Customer Experience, Webhelp Concentrix, John Lewis and Asda
Jan 17, 2024
Episode 35 - Mandy Casken, Director of Resource Planning and Forecasting, Ex RAC, Capita, Barclays
Dec 20, 2023
Episode 34 - Chyrel Brown, Executive Leadership Consultant, Ex COO One Housing, NED
Nov 22, 2023
Episode 33 - Vinay Parmar, Chief Customer Officer - Founder Dhruva Star
Nov 01, 2023
Episode 32 - Damian Kirk, COO and Director of Residential Services E.ON
Oct 26, 2023
Episode 31 - Nikki Powell,Director of Customer and Patient Experience, Sciensus (now Operations Director Capita)
Oct 25, 2023
Episode 30 - Ashleigh Ainsley, Co-Founder colorintech - Forbes 30 under 30
Oct 20, 2023
Episode 29 - Andrei Nita, Director of Data and Analytics
Oct 18, 2023
Episode 28 - Nicola Freemantle-Phillips, Senior Consultant Baringa & Partners
Oct 13, 2023
Episode 27 - Bontle Senne, Founder and Managing Director Strong-ish
Oct 10, 2023
Episode 26 - Manoj Sangany, Scal-up Accelerator, Head of Customer Success and Men’s Mental Health Voice
Oct 06, 2023
Episode 25- Nicola Collister, CEO and Founder Custerian, Ex COO, CCO, Group CX Director
Sep 28, 2023
Episode 24 - Karen Hogg, Coach, ex Chief Customer Officer and COO
Jul 24, 2023
Episode 23 - Kirsteen Williamson - Guinn - Elevate Women
Jul 20, 2023
Episode 22 - Mubeen Shariff, Head of Talent, Workforce Management HelloFresh
Jun 22, 2023
Episode 21 - Jo Robertson, Coach, Ex COO Orbit Energy and MoneyPlus Energy
Jun 14, 2023
Episode 20 - Zoff Makda, Head of Operational Resource Planning
Jun 06, 2023
Episode 19 - Rob Sawle Director of Energy Services - Sigma Connected
May 26, 2023
Episode 18 - Kelly Kuhn Strategic Board Advisor and NED
May 19, 2023
Episode 17 - Eoin Lyons CEO OPAL (Outsourced Professional Administration Limited)
May 11, 2023
Episode 16 -Ian Thornton-Trump Chief Information Security Officer for Cyjax Limited.
May 01, 2023
Episode 15 Chris Fronger COO and Co-founder Arma Karma Insurtech
Apr 27, 2023
Episode 14 - Sarah Whiddett, Director of Client Partnerships, Kantar
Apr 24, 2023
Episode 13 Ann-Marie Stagg, Ex CEO of the Call Centre Management Association (CCMA)
Apr 19, 2023
Episode 12 - Alan Brown, Chief Operating Officer and Managing Director Insurance
Mar 08, 2023
Episode 11 - Vatsana (Vosy) Gordon, Resource Planning Consultant
Jan 30, 2023
Episode 10 - Nicola Callan Boost HR, Effective Leadership of a Hybrid Workforce
Jan 27, 2023
Episode 9 - Greg Reed, CEO Homeserve and Places For People
Jan 25, 2023
Episode 8 - Louise Smith, General Manager, MI and Planning, Jet2
Jan 23, 2023
Episode 7 - Jeff Sheehan, Customer Experience Management Consultant and Author
Jan 20, 2023
Episode 6 - Jo Causon, CEO, The Institue of Customer Service
Jan 19, 2023
Episode 5 - Abdul Qadir Pemberton - Business Analyst
Jan 17, 2023
Episode 4 - Luke Twelves GP and CEO
Jan 16, 2023
Episode 3 - James Revell Director of International Contact Centres
Jan 13, 2023
Episode 2 - Karen Walker Director of Strategy and Change
Jan 13, 2023
Episode 1 - Nick Creagh Chief Data and Analytics Officer
Jan 13, 2023