The Impact Room - Conversations That Shape Exceptional Leadership

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...

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 Ala...

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 opportunit...

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...

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...

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, a...

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 Moto...

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 U...

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 impac...

Hear from Luke Twelves, CEO of Omnes Healthcare and General Practitioner, who joins us in the Impact Room. Luke discusses his favourite destinations, culture, history, careers in the healthcare sector, governance, NHS management blending strategy and vision and building both a management and clinical career, the opportunities and challenges. The Impact Room – Where exceptional, diverse and impactf...

James Revell, Award winning Director of International Contact Centre Air France - KLM, a General Manager, seasoned and highly successful business leader, recognised for his proven track record when delivering a first-rate customer service whilst leading a demanding contact centre for Air France KLM, where he is responsible for directing a team of c.200, focusing on providing successful management...

We are delighted to meet Karen Walker in The Impact Room. Karen is a Director of Strategy & Change at The Independent Parliamentary Standards Authority, and Non Executive Director at Bradford Teaching Hospitals NHS Trust. Hear from Karen about Non Executive Leadership and the differences to being an executive or board leader, together with the benefits that both parties gain from this sort of a ro...

The Impact Room welcomes Nick Creagh, Chief Data & Analytics Officer at QS Quacquarelli Symonds and previously Head of Analytics at World of Books. Nick is a leader with 20 years of experience and proven track record in building analytics functions / products that add value across the board. Nick knows how to turn data into revenue. How to create a data strategy and how to make a difference with d...