Our pioneering Active Caring for Everyone (ACE) programme ensures every member of the NHS workforce, at all levels, can be confident and proud of the service experience they deliver to patients and each other. Designed with simplicity and flexibility in mind, ACE has been implemented across a spectrum of NHS organisations, from Acute Trusts to Community Hospitals to Mental Health Partnerships.
We have been privileged to work with many of the Accor hotel brands, such as Ibis, Mercure and Novotel. ‘Passion for Service’ is a revolutionary programme designed and implemented for Mercure Hotels and Spas. It addressed the challenge of designing an unmistakable Mercure experience, delivered by frontline staff consistently, at every touch point and across their extensive property portfolio.
We design and deliver effortless customer and staff experiences that create emotion, and success in every interaction at each touchpoint.
We cut through the chaos. We build captivating narratives that emotionally connect people to your message, all creatively executed and famously remembered.
‘Love to Buy From Us’ is a completely innovative programme, designed to provide every single selling or solving Partner with a concrete service rationale; ‘help your customers to love and trust their experience, and continue to buy from us.’ The programme has been successfully implemented in over 50 John Lewis branches and contact centres. It has been shortlisted for the Customer Service Training Programme award '16.
We accelerate and ensure change happens at all levels and scales. We lead, we share, and we educate to leave you transformation capable.
We create compelling propositions for your services, brand, business and teams. From gathering actionable insight through to sustainable implementation, we’re with you every step of the way.
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It’s hard to imagine that 15 years ago, Impact Innovation was nothing but a twinkle in the eyes of 3 friends. We’ve worked with over 80 different clients and on 56 major transformation programmes since then. Whilst we think we aged pretty well, there’s nothing wrong with a makeover, and so to mark our 15th birthday we’re excited to unveil our vibrant, grown-up new look. Happy Birthday Impact Innovation!
We are absolutely thrilled to announce that with John Lewis we have won the UK Customer Service Training Programme of the Year Award 2016, Silver Category. The awards recognise and celebrate the delivery of exceptional customer service training. Our programme created more emotive, more profitable customer service experiences that are simple for John Lewis Partners to deliver and that achieve results. Well done John Lewis!
When it comes to generating creativity, we’re all bored of the same old, same old - Brainstorming, 6 Thinking Hats, Related Worlds etc. At Impact, we think it’s time to shake things up a bit! We love experimenting with ‘extreme creativity techniques’ from humour, destruction, aggression, immersion and even drugs(!), there seems to be something about how an altered state of mind can yield amazingly creative acts.
We are proud to be based in the heart of Royal Leamington Spa, a picturesque town in the centre of Warwickshire. Not only is Leamington famous for its award winning gardens, magnificent Regency architecture, easy access to all major UK destinations and only one of three towns in the UK granted with a ‘Royal’ prefix, but it has also earnt the title ‘Silicon Spa’ due to homing the third largest cluster of creative studios in the UK. Taking all of that into account is easy to see why we love Leamington!
Also, did you know, a slipway to the famous River Leam was used by local circus people to wash their animals including elephants. And it’s still there to be seen today!