In this episode of The Impact Room, Perry Fletcher welcomes Charlie Adams, Director of Customer Success and Experience at Custom Connect, customer experience judge, running enthusiast, and author of It’s Just People: A Manager’s Toolkit.

Charlie shares the story behind his unplanned journey into customer experience, why he believes most managers overcomplicate what’s actually a people-first job, and how blending practical people skills with emotional intelligence can beat shiny AI promises any day.

Tune in for actionable advice on leading teams, handling real conversations, and staying resilient, plus why Charlie says, “If you want to lead well, just do the simple stuff better than anyone else.”

Learn more about Charlie here. https://www.linkedin.com/in/charleshsadams/

Get Charlies book It's Just People: A Managers Toolkit. https://amzn.eu/d/7S2ZHqQ

Prefer to watch this episode, you can do that here. https://youtu.be/N1wIq8UL5Kw

Discover more insights and explore Douglas Jackson’s work supporting leaders who make a difference at www.douglas-jackson.com

The Impact Room from Douglas Jackson is a Business, CX and Leadership Podcast

Hear from Founders, Thought Leaders, CEOs, COOs, Chief People Officers, Chief Customer Officers, Director of Customer Experience, Customer Success Directors, Managing Directors and Diversity and CX Advocates in this podcast designed to help inspire and share lived experiences, offering sound advice for your personal and career development and to help drive business success and elevate talent.

In this episode of The Impact Room, host Michelle Ansell, Managing Partner at Douglas Jackson, welcomes Becca Meadows — ex-Sandhurst Leadership Instructor, British Army Officer, and founder of She Thrives, a women’s health and leadership consultancy.

Becca reveals why so many leaders get resilience wrong, unpacking the harsh lessons from her time as a senior officer and principal advisor for UK Defence and NATO. She explains why true resilient leadership demands more than self-sacrifice and how ignoring wellbeing quietly erodes performance at the top.

Becca’s unique blend of military leadership, coaching expertise, and passion for nutrition and lifestyle medicine offers powerful, practical takeaways for any leader wanting to perform at their peak without burning out.

Key quote:

“Resilience isn’t a badge you’re born with — it’s a muscle you train, and if you neglect it, it will weaken.”

This is essential listening for forward-thinking employers, CEOs, HR Directors and aspiring resilient leaders across sectors.

Contact Becca Meadows - https://beccameadowsnutrition.co.uk/

Follow Becca On Linkedin (7) Becca Meadows | LinkedIn

Learn more about the Rekjavic Index Reykjavik Index | My Site

Follow The Impact Room for more real conversations with leaders who challenge the norm and drive real change:

Douglas Jackson - The Impact Room

The Impact Room from Douglas Jackson is a Business, CX and Leadership Podcast

Hear from Founders, Thought Leaders, CEOs, COOs, Chief People Officers, Chief Customer Officers, Director of Customer Experience, Customer Success Directors, Managing Directors and Diversity and CX Advocates in this podcast designed to help inspire and share lived experiences, offering sound advice for your personal and career development and to help drive business success and elevate talent.

Why Playing It Safe Is Holding Housing Innovation Back with Stewart Davison

In this episode of The Impact Room, Michelle Ansell is joined by Stewart Davison, Managing Director of Elehan Consulting and Founder of Proptech Peer Group, currenlty Vice Chair of Elim Housing.

Stewart shares his deep insight into how the housing sector can and must evolve to meet today’s challenges.

From launching his own SME peer proptech network to calling out the sector’s aversion to risk, Stewart brings a bold and human-centred perspective on innovation. He talks about the urgent need for culture change, psychological safety for intrapreneurs, and rethinking how we approach digital transformation and customer value in housing.

“If we want people to innovate, we’ve got to make them feel safe to fail, safe to try. Otherwise, we’re just managing projects, not creating progress.”

Whether you're in housing, proptech, innovation, or leadership, this episode is essential listening.

Follow Stewart Davison: https://www.linkedin.com/in/stewart-davison-msc-0581b36/

Elehan Consulting https://elehanconsulting.co.uk/

Learn more about Douglas Jackson: https://www.douglas-jackson.com/the-impact-room-podcast-from-douglas-jackson/

Sandra Thompson: The Power of Emotional Intelligence in Leadership and Business

In this episode of The Impact Room, Michelle Ansell speaks with Sandra Thompson, founder of EI Evolution, TEDx speaker, and the UK’s first certified Goleman Emotional Intelligence Coach. Sandra is the Author of the inspired Shine Bright The EQ Journal and the Emotiontional Intelligence Pawdcast which features humans and their four legged friends and stories. Sandra unpacks the transformative power of emotional intelligence (EI) in leadership, exploring how it fosters trust, resilience, and meaningful connections in the workplace.

Sandra shares practical strategies for building EI, including journaling, practicing gratitude, and creating psychological safety within teams. She explains how leaders can use EI to improve both customer and employee experiences, leading to stronger engagement and better business outcomes.

Highlight Quote from Sandra Thompson: "Emotional intelligence isn’t just a leadership tool—it’s a life tool that helps us connect authentically, adapt effectively, and inspire others to thrive."

Top Tips You’ll Learn in This Episode:

• Why self-awareness is the cornerstone of emotional intelligence and how to build it.
• How to cultivate psychological safety to empower your team.
• Using EI to create exceptional customer and employee experiences.
• Practical habits like gratitude journaling to develop resilience and focus.

Whether you’re a leader, a manager, or simply curious about the role of emotions in business success, this episode provides actionable insights to help you lead with empathy and authenticity.

🎧 Tune in now and subscribe for more expert conversations!

#EmotionalIntelligence #LeadershipDevelopment #CustomerExperience #PsychologicalSafety #SandraThompson #TheImpactRoom

Learn more from Sandra.

https://www.eievolution.com/

Connect with Sandra here

https://www.linkedin.com/in/cxeisandra/

The Shine Bright EQ Journal

https://eievolution.etsy.com

The Emotional Intelligence Pawdcast Episode with Michelle, Digger, Dozer and Atos

https://youtu.be/ZFXuQGyWNb8?si=-biPv8rURSdnkSyZ

The Emotional Intelligence Pawdcast Channel

https://youtube.com/@theeipawdcast?si=W3Ror1rAe7hExkhd

The Impact Room is bought to you from Douglas Jackson Executive Search Firm who help you hire more impactful, diverse leaders who stay for longer and are more successful.

www.douglas-jackson.com

In this thought-provoking episode of The Impact Room, Perry Fletcher, Practice Lead Planning, AI Analytics and Insight sits down with James Bell, a technology leader with over two decades of experience in IT, AI, and data analytics. Formerly Data Enablement and Operations Director at News Corp, James has also held influential roles at Dow Jones and KPMG, shaping strategies in AI risk, governance, and innovation.

James shares his journey from leading AI initiatives to debating Google on the global stage about the future of AI. He offers valuable insights into the commoditisation of AI, the importance of governance, and how organisations can reduce manual burdens while adopting transformative technologies.

Hear how James used AI tools to upscale old travel footage into a stunning 4K short film, blending technology and creativity in a unique way.

Quote from James Bell: "AI offers unprecedented opportunities, but true success lies in pairing innovation with governance and putting people at the centre of the process."

This episode is perfect for business leaders, tech enthusiasts, and anyone curious about the intersection of AI, data, and strategic leadership.

Listen now on The Impact Room!

Prefer to Watch? You can see the full video here: https://youtu.be/TJXWGgpSLCc

Douglas Jackson can be found here. https://www.douglas-jackson.com/

Connect with James here https://www.linkedin.com/in/jamesjbell/

#AI #DataAnalytics #Leadership #JamesBell #Innovation #Podcast #TechLeadership #TheImpactRoom

The Impact Room from Douglas Jackson

Hear from Chief Customer Officers, Chief Data Officers, CEOs, COOs, Director of Customer Experience, Customer Success Directors, Managing Directors and Diversity and CX Advocates in this podcast designed to help inspire and share lived experiences, offering sound advice for personal and career development.

In our latest episode we were joined by John Sills, John is a Managing Partner at The Foundation, a customer led growth consultancy, who help their clients explore new perspectives and to reconnect with what customers really value, creating Impact and commercial success. John is the Author of The Human Experience and, Board Advisor, Trustee of Young Enterprise, John spent many years with global brand HSBC, improving their perception, innovation and knowledge.

Unlock the Secrets of Customer-Centric Growth

I had the privilege of sitting down with John Sills, Managing Partner at The Foundation – The Customer-Led Growth Consultancy, and author of the acclaimed book The Human Experience: How to Make Life Better for Your Customers and Create a More Successful Organisation.

From exploring the ‘Doorman Fallacy’—a concept popularised by Rory Sutherland—where strategies become overly fixated on cost-saving and efficiency, to discussing why innovation doesn't stem from "Would you recommend this?" surveys, John’s insights are nothing short of transformative.

Key Takeaways from This Episode:

• Simplicity Wins: Learn why clear and straightforward customer journeys are the cornerstone of exceptional experiences.
• Empathy in Action: Discover how reconnecting leadership teams with the daily reality of customers fosters real change.
• The Power of Storytelling: Uncover how stories can inspire teams and ignite a cultural shift toward customer-led success.

"Businesses thrive when they make life better for their customers. Simplicity, empathy, and genuine connection are what truly create lasting loyalty."

If you’re ready to redefine your customer experience strategy and build stronger, more human connections with your audience, this episode is a must-watch!

If you would prefer to watch the full vidoe you can do that here:

Watch the full conversation here: https://youtu.be/tK06U_1Q8O8

Connect with John here (9) John Sills | LinkedIn

The Foundation can be found here The Foundation | The Customer-Led Growth Consultancy

The Book the Human Experience https://amzn.eu/d/hL9qXsf

To learn more about Douglas Jackson Executive Search Firm, here Douglas Jackson: Executive Search Firm

Manifesting Success with Clare White: CX Strategies, Leadership, and the Power of Goals

In this episode of The Impact Room, Michelle Ansell, Managing Partner at Douglas Jackson, speaks with Clare White, CEO and Founder of Connected CX. Clare is an Amazon best-selling author of You’ve Got the Power: Six Principles for Business Success and a seasoned expert in customer and people experience.

With over 20 years of experience working with beloved brands like Sainsbury’s and Morrisons, Clare has driven transformative loyalty programs, elevated customer experiences, and delivered measurable business growth. In this conversation, Clare shares practical strategies for creating impactful customer experiences while discussing the power of manifestation in achieving personal and professional goals.

What to Expect in This Episode:

• Clare’s career journey and the three key lessons she wishes she’d known earlier.
• Common pitfalls in customer loyalty and marketing campaigns—and how to avoid them.
• How setting clear goals and embracing manifestation can transform your year ahead.
• Insights into the challenges faced by women in leadership and practical advice for breaking barriers.

Clare’s Words of Wisdom: "The secret to success is already within you—clarity of purpose, self-belief, and consistent action will help you achieve it."

This episode is packed with inspiration and actionable insights for leaders, CX professionals, and anyone looking to set and achieve meaningful goals.

Tune in now and subscribe to The Impact Room for more expert advice and industry insights.

#CXLeadership #CustomerExperience #Manifestation #GoalSetting #WomenInLeadership #CustomerLoyalty #TheImpactRoom

Connect with Clare (9) Clare White CXAD (dip) | LinkedIn

ConnectedCX - Home

The book https://amzn.eu/d/gotJOyk

If you would prefer to watch this episode go here. https://youtu.be/1EaIUaYFck0

For more about Douglas Jackson Executive Search Firm here. Douglas Jackson: Executive Search Firm

The Impact Room is bought to you by Douglas Jackson

Where exceptional, diverse and impactful leadership and wisdom is shared...

Why Insurance is Failing the Modern Customer (And What Needs to Change)

In this latest episode of John Montgomery, sits down with Vicki Joshi, former Chief Customer & Brand Officer at AXA UK & Ireland and a thought leader in brand, customer experience, and employee engagement.

With a strong background in insight-led strategy, Vicki has spent over two decades guiding global organisations across the public and private sectors, including stints at Axa UK, where she was the Chief Customer and Brand Officer, KPMG and within the NHS.

Vicki shares her expertise on:

• Why customer-centricity in insurance is still largely aspirational, not operational.

• The critical role of accessibility and inclusive design in delivering fair outcomes.

• How AI and automation are creating both risk and opportunity in CX.

• The importance of leadership empathy and the “triangulation” of customer, commercial, and conduct goals.

“If we keep designing digital journeys around ourselves rather than our customers, we’ll keep creating exclusion, not inclusion.”

This episode is essential listening for anyone shaping customer journeys, leading transformation programmes, or looking to make CX more than just a department, it’s a mindset. Vicki also shares how Insurers are missing a £200bn+ opportunity with their customers.

Listen now and follow for more from The Impact Room, where impactful diverse leaders share honest, practical insight on what’s driving meaningful change, and how to drive transformational Customer Experience in Insurance.

Follow or connect with Vicki here. (12) Vicki Joshi | LinkedIn

If you'd rather watch this episode on Youtube you can do that here. https://youtu.be/awy5fUimLRY

For more about Douglas Jackson here. https://www.douglas-jackson.com/

Insurance Recruitment and Executive Search https://www.douglas-jackson.com/insurance-banking-and-finance-executive-and-professional-search-recruitment/

Learn more about hiring a Chief Customer Officer https://www.douglas-jackson.com/recruiting-a-chief-customer-officer/