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About us
How do you fit 25 fantastic years into a few paragraphs? Thank goodness there is a whole website to fill in the gaps!
Our story began in 2001 when, founded on a genuine ambition to share their deep expertise and extensive experience in applied innovation, Phil and Simon started Impact Innovation.
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Over the years, Impact has grown into a small giant in the world of culture and customer experience. We have been living the dream of bringing creativity and innovation to the service of many national and international big named brands. Have a look at our journey below to get a flavour of the great clients we have enjoyed working with, both here in the UK and abroad, and the extraordinary results we have achieved for them.
When you work with us you will find we are not ‘step in step out’ kind of people. We immerse ourselves in your world to ensure the solutions we develop together come from our shared expertise and understanding...and from our hearts, so we know they are right for you.
You will always get more than you bargained for when you work with the Impact team – in a good way! We lead, support, coach and develop. This has led to the numerous trusted relationships we have built with our client friends - leaving in place lifelong legacies of confidence and capability in the individuals and organisations we have touched.
Our Core Team
Simon Gardner,
Director of Service Innovation and Client Programmes
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Proposition and Service Design Specialist
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Innovation Tool Designer and Developer
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High Performance Team Creator
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Secret Superhero
Philip Davis,
Director of Transformational Change
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Largescale Change and Organisational Development Driver
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Award winning Customer and Patient Experience Creator
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Expert Board and Leadership Team Developer
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England under-21s next Coach
Nick Fawcett,
Director of Customer Experience
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Experience based Design Lead
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Team Development and Staff Engagement Specialist
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Award winning Cultural Change Programme Creator
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Part-time Rockstar
Charlotte Leyland,
Programme Lead and Service Improvement Specialist
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Customer Vulnerability and Healthcare Expert
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Service Experience Specialist
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Qualified Performance Coach
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Future Wildlife Photographer of the Year
Melissa Gardner,
Finance and Operations Manager
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Financial Manager
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Research Specialist
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Team Organiser
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Central Office Coordinator
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Take That’s No.1 fan
Priya Johal,
​Programme Support and Delivery Assistant
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Client Programme Coordination
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Resource & Logistics Management
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Keeping Projects on Track
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Outside of work, you'll find me on a yoga mat!
A Snapshot Of Our Journey So Far...
Bringing all of our leadership and culture experience into a more integrated model and approach: The Impact Culture Template.
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Innovating across the golf ecosystem to create more inclusive and customer-focused experiences, including increasing women’s participation in golf.
Continuing to develop the culture of the organisation at AWP to grow as a great place to work.
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Enhancing and innovating the customer experience to help build lasting relationships and homes with all their customers.
Helping Bupa deliver their vision of ‘World class care, expertly tailored to you’ for patients with different personal and cultural needs from across the world.
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Building a customer experience that will truly make a lasting positive impression for one of Yorkshire’s most customer-valued organisations.
Creating a more Active Nation through all the people who work or volunteer in the sport and activity sector
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Building a comprehensive proactive customer experience proposition to drive customer satisfaction and perception for one of the UK’s most awesome unsung businesses.
The design and development of new service innovations to create new revenue streams for a 150 year old British manufacturing icon.
2018
2017
Supporting one of the world's most popular high street fashion retailers to develop the perfect, standout service experience for customers.
Innovating in the customer journey to create a frictionless experience for their 8 million customers during power cuts
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Developing a business-wide, long-term strategic approach for supporting vulnerable customers and engaging stakeholders
2017
2016
In depth conversations with over 80 staff to inform and support the construction by Impact of a comprehensive plan to further develop the Maternity Unit's culture and teams.
Developing and hard-wiring new behavioural frameworks into organisational structures and processes, and truly operationalising the RCM vision and values at all levels across the organisation
2016
2015
Understanding the characteristics of emotional resilience in Marie Curie nurses and HCAs, and the skill and knowledge that helps set them apart
Helping 'Britain's Leading Retailer' enhance their already renowned service experience
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Multiple development programmes over the 2 years, involving 16,000 Partners at all levels in all roles, across all branches
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14
The development of an exciting and compelling global programme to engage all employees on the importance of information security
2013
2012
Helping Aspire Housing deliver service excellence...1 week, 500+ customers, 3000 comments, 400 ideas!
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And... Impact's DANGEROUS books were shortlisted for the Management Gold book of the year!
Putting heart into the experience across Scotland
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Working with mulitple trusts, from chief executives to front line staff
2011
2010
Improving the service and performance in one of Canada's independent fuel companies, from the Atlantic to the Pacific
Harnessing the voice of millions of customers through all O2 call centres and shops to improve service
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We launched a revolutionary feedback capture tool, Pulse Dynamics
2009
Building a living, inspiring vision for quality and food safety at the heart of the business
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Positively evolving a core business group around this inspiring vision
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07
Developing and piloting a rapid services innovation approach: The vision to delivery accelerator!
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Trialling lots of innovative approaches like
multi-agency creativity events
Tailoring service to different customer types, resulting in a brand new award winning service
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Developing service leaders and trainers to deliver the future-proofed Bromford vision, beliefs, and values
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06
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05
Developing new customer-focused propositions following the acquisition of Bristol and West
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Ensuring customers and staff are engaged and happy throughout the merger
Creating a 5 star service wherever you choose to stay
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Increasing occupancy rates by 8-10%
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Reducing cost whilst improving service...the creative way!
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£10m immediate saving
£20m potential saving
Creating a framework for innovation to flourish, formulating collaborative creative partnerships
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Transforming customer service, through an award-winning culture programme
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Developing 220,000 staff across 720 stores
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