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/

How Tech Can Close the Gap, Douglas Silverstone on STEM, Inclusion, and Future Leadership

In this episode of The Impact Room, we’re joined by Douglas Silverstone, Director of Technology at Southern Housing and former Chief Data Officer at the Money and Pensions Service and Trustee for Ability Net. A passionate advocate for digital inclusion and accessible innovation, Douglas shares how tech leadership must evolve to deliver on both performance and purpose.

We explore Douglas's powerful take on how STEM careers can be a lever to tackle the gender pay gap, how organisations in housing and beyond can attract top tech talent, even from outside the sector, and what true inclusive leadership in data and digital roles looks like.

"Leadership in tech isn’t about being the smartest coder in the room — it’s about creating the space where the smartest people can thrive."

Douglas also shares practical advice for:

• Aspiring CTOs and CDOs from underrepresented backgrounds

• Employers trying to build more diverse, equitable tech teams

• Leaders trying to bridge the gap between technical excellence and human connection

This episode is essential listening for anyone working in STEM, social housing, digital transformation, or inclusion-focused leadership.

📌 Learn more about digital inclusion charity AbilityNet where Douglas serves as a trustee.

Link with or follow Douglas Silverstone

📢 Subscribe to The Impact Room for more inspiring conversations with bold, human-focused leaders making change across sectors.

#Leadership #STEMcareers #DigitalInclusion #DataLeadership #DiversityInTech #WomenInSTEM #HousingTech #TheImpactRoom #DouglasSilverstone #Genderpaygap #Careersintech #directoroftechnology #chiefdataofficer #chieftechnologyofficer #socialpurpose #socialhousing

In this episode of The Impact Room, Michelle Ansell, Managing Partner at Douglas Jackson, speaks with Susan Caesar, Director of Artificial Intelligence at the International Coaching Federation and founder of Humain.org about how AI is transforming leadership, workplaces, and the world as we know it.

Susan shares real-world insights on human-centred AI, digital transformation, and the role of purpose-driven leadership in the age of automation. Drawing from her global experience at brands like Airbnb, Sage, and ASOS, she explores how organisations can harness AI for good, stay agile, and empower people to thrive.

Whether you're a CEO, emerging leader, or just AI-curious, this episode unpacks what the future holds – and how to navigate it with confidence, ethics, and humanity at the core.

Topics include: – Human-centred innovation and AI ethics – The real role of the CEO in an AI world – How AI is changing work, leadership, and society – Why diversity and inclusion are essential to the future of AI

Plus: How to get started with AI, elevate your career, and explore Susan’s work at www.humain.org including her own Podcast with plenty of AI focussed guests and subjects.

Follow and connect with Susan here https://www.linkedin.com/in/susancaesar/

If you would prefer to watch the episode you can do that here: https://youtu.be/Of_5OaM7HH4

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

The Impact Room is a Business, CX and Leadership Podcast bought to you by Douglas Jackson.

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