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We are Impact Innovation

Customer Innovation

fueled by curiosity

About us

How do you fit 19 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.

Over the years, Impact has grown into a small giant in the world of 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 team

Simon Gardner,

Director of Service Innovation and Client Programmes

  • Proposition and Service Design Specialist

  • Innovation Tool Designer and Developer

  • High Performance Team Creator

  • Secret Superhero

  • Simon Gardner's Linkedin profile

Philip Davis,

Director of Transformational Change

  • Largescale Change and Organisational Development Driver

  • Award winning Customer and Patient Experience Creator

  • Expert Board and Leadership Team Developer

  • England under-21s next Coach

  • Phil Davis Linked-in Profile

Nick Fawcett,

Director of Customer Experience

  • Experience based Design Lead

  • Team Development and Staff Engagement Specialist

  • Award winning Cultural Change Programme Creator

  • Part-time Rockstar

  • Nick Fawcett's Linked-in profile

Charlotte Leyland,

Programme Lead and Service Improvement Specialist

  • Customer Vulnerability and Healthcare Expert

  • Service Experience Specialist

  • Qualified Performance Coach

  • Future Wildlife Photographer of the Year

  • Charlotte Leyland Linked -in profile

Melissa Gardner,

Finance and Operations Manager

  • Financial Manager

  • Research Specialist

  • Team Organiser

  • Central Office Coordinator

  • Take That’s No.1 fan

  • Impact linkedin profile

Jamie Loftus,

Creative Multimedia Designer and Project Coordinator

  • Graphic Designer

  • Photographer

  • Web Creator

  • Brand Police

  • Ultimate Frisbee Fanatic

  • Grey LinkedIn Icon

Our Associates

Musa Khan,

Technical Director for

Pulse Dynamics

Musa provides specialist advice and consultancy for technology orientated development and programmes

John Allies,

Strategic Allies


John provides specialist advice regarding breakthrough product technologies, technology scouting and innovation

Gill Crowther,

HR Specialist

Gill has extensive expertise in HR and provides specialist advice on organisational development and transformation

Kim Watts,

Creative E-Learning


Kim has worked extensively on the creation and design of our

award winning programmes

Active Synergy

We are part of Active Synergy, 

a coaching and development collaborative with a specialism in large scale change in the health and activity sector

Altogether Creative

Visual design studio with high technical expertise across all media - specialist support for high volume design projects

Join our team

We are always looking for new and exciting talent to join our dedicated team of customer experience wizards. 

If you want to apply or find out more, send out a message to hello@impactinnovation.co.uk

Our Journey

Building a comprehensive proactive customer experience proposition to drive customer satisfaction and perception for one of the UK’s most awesome unsung businesses

Supporting one of the world's most popular high street fashion retailers to develop the perfect, standout service experience for customers

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

Understanding the characteristics of emotional resilience in Marie Curie nurses and HCAs, and the skill and knowledge that helps set them apart

The development of an exciting and compelling global programme to engage all employees on the importance of information security

Putting back in the heart of the experience across the UK 

Working with over 20 trusts, from chief executives to front line staff

Harnessing the voice of millions of customers through all O2 call centres and shops to improve service

We launched a revolutionary feedback capture tool, Pulse Dynamics

Developing and piloting a rapid services innovation approach: The vision to delivery accelerator!

Trialling lots of innovative approaches like

multi-agency creativity events

Innovating in the customer journey to create a frictionless experience for their 8 million customers during power cuts

Developing a business-wide, long-term strategic approach for supporting vulnerable customers and engaging stakeholders

Helping 'Britain's Leading Retailer' enhance their already renowned service experience

Multiple development programmes over the 2 years, involving 16,000 Partners at all levels in all roles, across all branches

Helping Aspire Housing deliver service excellence...1 week, 500+ customers, 3000 comments, 400 ideas!

Impact's DANGEROUS books were shortlisted for the Management Gold book of the year

Improving the service and performance in one of Canada's independent fuel companies, from the Atlantic to the Pacific

Building a living, inspiring vision for quality and food safety at the heart of the business

Positively evolving a core business group around this inspiring vision



































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

Developing new customer-focused propositions following the acquisition of Bristol and West

Ensuring customers and staff are engaged and happy throughout the merger

Reducing cost whilst improving service...the creative way!

£10m immediate saving

£20m potential saving

Transforming customer service, through an award-winning culture programme

Developing 220,000 staff across 720 stores

Tailoring service to different customer types, resulting in a brand new award winning service

Developing service leaders and trainers to deliver the future-proofed Bromford vision, beliefs, and values

Creating a 5 star service wherever you choose to stay

Increasing occupancy rates by 8-10%

Creating a framework for innovation to flourish, formulating collaborative creative partnerships

Impact was born















The design and development of new service innovations to create new revenue streams for a 150 year old British manufacturing icon

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

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27 Regent Street, Royal Leamington Spa, Warwickshire, UK,  CV32 5EJ

+44 (0)1926 431109

+44 (0) 208 242 4902


© Impact Innovation 2020