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.

Stay updated with our latest episodes. We dive deep into pressing topics that impact your customer led business, featuring interviews with influential leaders and in-depth discussions on the future of leadership, business, Customer Experience, Diversity and industry trends.

What if everything you knew about AI was wrong?

In this episode of The Impact Room, Perry Fletcher is joined by Scott Kerr, the Head of Experience Management and Conversational Analytics at Eviden, to discuss why so many businesses are missing the mark when it comes to using AI and Conversational Analytics to enhance customer experience.

Scott dives into the common pitfalls and misconceptions around AI strategies and explains why a lack of empathy and emotional intelligence is costing companies dearly. Discover how merging data analytics with human insight is the true key to unlocking meaningful customer interactions and transforming business performance.

"AI without empathy is just data. The real value is when you merge analytics with genuine human insight. That's when you start transforming customer experiences."

From speech analytics and predictive analytics to the practical steps leaders can take to create more effective, customer-centric AI systems, this conversation is a must-listen for anyone committed to building lasting, human-centered customer experiences.

Tune in now and level up your AI strategy!

If you would prefer to watch this episoide you can do The Impact Room Podcast from Douglas Jackson Youtube recording AI, Dat, Conversational Analytics

#AI #ConversationalAnalytics #SpeechAnalytics #CustomerExperience #Leadership #EmotionalIntelligence #TheImpactRoom #DouglasJackson #ScottKerr #CustomerInsights

In this episode of The Impact Room, Michelle speaks with Peter Massey—entrepreneur, consultant, and visionary behind multiple successful businesses, including Budd and Aspen. With over 35 years of hands-on experience in starting, scaling, and sustaining businesses, Peter brings a wealth of knowledge and a refreshingly honest perspective on leadership, purpose, and creating success.

From navigating the challenges of early-stage growth to fostering a culture that prioritises people and customers, Peter’s philosophy is clear: business success starts by eliminating the "dumb things" we do to our teams and clients.

This episode uncovers Peter’s insights on: ✅ Why a strong purpose and aligned culture are non-negotiable for scaling a business. ✅ The importance of mastering the “brilliant basics” to deliver consistent results. ✅ How adaptable leadership and investing in your team create sustainable growth.

💡 Key Takeaway from Peter Massey: "Success isn’t just about starting strong—it’s about evolving, learning, and building a business that people believe in, from your team to your customers."

Whether you’re an entrepreneur taking your first steps or a leader seeking strategies to adapt and thrive, this conversation is packed with actionable advice to take your business to the next level.

🎙 Links to Explore:

If you would prefer to watch the full episode you can do that here.

• Connect with Peter Massey: LinkedIn
• Learn more about Budd: Budd
• Follow The Impact Room Podcast: Douglas Jackson

About The Impact Room The Impact Room is your go-to podcast for deep insights into leadership, customer experience, and business trends. With guests like Chief Customer Officers, CEOs, and entrepreneurs, we bring you fresh ideas, lived experiences, and practical advice to elevate your leadership journey.

Brought to you by Douglas Jackson, specialists in executive search, helping organisations find diverse, impactful leaders who drive long-term success.

#BusinessLeadership #Entrepreneurship #CustomerSuccess #ScalingBusinesses #TheImpactRoom #Podcast

Breaking Barriers: Cordelia Johnney on EDI, Lived Experiences, and Disability Inclusion

In this episode of The Impact Room, Michelle Ansell welcomes Cordelia Johnney, the inspiring Head of Equality, Diversity, and Inclusion (EDI) at Stonewater Housing. As a leader who has helped shape Stonewater Housing Association into one of the UK’s top 10 employers for EDI, Cordelia shares her personal journey and the lived experiences that have driven her passion for creating inclusive workplaces.

Cordelia opens up about her own challenges and how embracing disabilities and neurodiversity has not only empowered her but has also inspired transformative initiatives at Stonewater. From fostering allyship to designing programmes that support employees with diverse needs, Cordelia provides practical strategies and heartfelt insights for building workplaces where everyone can thrive.

Highlight Quote: "Our unique challenges and differences are what make us stronger as individuals and as organisations. Inclusion isn’t just about accommodation; it’s about empowerment." – Cordelia Johnney

This episode is perfect for anyone looking to understand how lived experiences can inform leadership, create allyship, and transform organisational culture, there are some great wins and learnings here in a business that has really shifted it's policies and process to become a more inclusive environment, employer and has seen significant wins across the workforce

🎧 Listen now to learn how embracing diversity and disability can lead to real change.

If you would prefer to watch the full video you can do that here. https://youtu.be/_cqq4SHYgoE

Link with Cordelia here: https://www.linkedin.com/in/cordelia-johnney-b176189/

Vistin Stonewater Housing here: https://www.stonewater.org/

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

#EqualityDiversityInclusion #DisabilityInclusion #Neurodiversity #Allyship #Leadership #TheImpactRoom

Unlocking High-Performance Teams: Insights with Chris Farnath, Author of Hiring Champions

In this episode of The Impact Room, Michelle Ansell is joined by Chris Farnath, author of Champion Hires and CEO of Service Instinct. With a career spanning leadership roles in over 34 countries, as a Chief Customer Officer and Managing Director in leading software, SaaS and professional services companies, Chris brings a wealth of expertise in hiring strategy, leadership development, and creating exceptional teams.

Chris dives into the art of identifying "Champion Hires"—candidates who go beyond meeting job requirements to drive cultural and team-wide excellence. He discusses the pitfalls of reactive hiring, the critical role of onboarding in ensuring success, and how aligning hiring strategies with organisational values can unlock a team's true potential.

Highlight Quote from Chris Farnath: "Champion hires are the ones who inspire, energise, and elevate your entire organisation. It’s about more than skills—it’s about alignment, mindset, and the impact they create."

If you’re a leader aiming to enhance your recruitment process, build cohesive teams, and lead with clarity, this episode is packed with actionable strategies and game-changing insights.

Watch the full episode here. https://youtu.be/HAKbGjYcTFs

Get Chris's book Champion Hires here. https://amzn.eu/d/5mVxKhD

The Impact Room from Douglas Jackson, where exceptional diverse, impactful leadership is shared.

In our latest Impact Room episode, John Montgomery Insurance Practice Lead at Douglas Jackson is joined by Gavin Lillywhite, Head of Insurance Distribution at Axio a SAAS platform and cyber risk solution provider that helps Insurers, Lloyd's and Brokers assess the cyber risk.

Gavin deals in Cyber Risk Capital Management & Risk Transfer: Bringing expertise in identifying, quantifying, & economically reducing cyber risk to protect balance sheets

Gavin unpacks the rapidly evolving landscape of cyber risk, offering insights into how businesses can better assess and manage their exposure. He explains Axio’s innovative approach, which bridges the gap between understanding enterprise-level cyber balance sheet risks and equipping insurers to tackle the growing threat of cyber-related physical damage.

Key themes include:

• The distinction between traditional cyber liability insurance and emerging cyber physical risks, which pose critical challenges for sectors like energy, manufacturing, and finance.
• The cascading effects of unmanaged cyber risk on project finance, lending practices, and board-level accountability.
• How closing the protection gap can foster a more resilient investment market.

Quotable Moment from Gavin Lillywhite: "The confusion between cyber liability and cyber physical damage often leaves critical risks unaddressed. It’s not about fear; it’s about building resilience and eliminating the protection gap."

If you're a business leader, insurer, or simply keen to explore how technology and risk management intersect in today’s economy, this episode is packed with actionable insights and thought leadership.

Don't miss an episode! Stay tuned for more expert interviews and in-depth conversations on the future of leadership, customer experience, and emerging industry trends.

If you would prefer to watch the full video you can do that here. https://youtu.be/4XVM54MK0v0

Visit Gavin's LinkedIn profile here. https://www.linkedin.com/in/gavin-lillywhite/

Learn more about Douglas Jackson in the Insurance market offering Executive Search and Recruitment Consultancy for Senior and Executive leadership hires.

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

For more on John Montgomery go here. https://www.linkedin.com/in/john-montgomery-the-insurance-recruitment-specialist/