In this episode, Tomas Haffenden sits down with Toby Ellis, Head of Customer Service at AMP, to explore a pivotal leadership lesson from early in his career and how it shaped the way he leads today. From building high-performing teams to driving innovation
through grassroots engagement, Toby shares practical insights, career reflections, and the values that guide both his corporate and community work.
Key Topics Discussed:
The importance of setting clear expectations
Fostering innovation through hackathons and frontline insights
Why ambiguity can erode trust and slow progress
Creating a culture of “freedom within boundaries”
The story behind Deadly Rugby and its mission to create real social impact
Resources Mentioned:
Learn more about Deadly Rugby and how to get involved here https://www.deadlyrugby.com.au/
The podcast is brought to you by Ashton Media, the organisers of ANZ’s leading events for senior leaders across the marketing, customer experience, HR and L&D industries. For more information on our events and how you can be involved, visit https://ashtonmedia.com.au/symposiums/
And to continue to conversation with your CX and contact centre community, follow our Customer Collective by Ashton Media page on LinkedIn here https://www.linkedin.com/showcase/am-customer-collective/
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