The Mistakes That Shaped Me

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/

The cost of staying silent versus the power of speaking up with Jacquie Alley, Chief Operating Officer at The Media Store, and hosted by Tomas Haffenden. Jacquie Alley has worked in the advertising world for over 25 years with one main goal: to leave the industry a better place than when she found it. She’s passionate about people and purpose and has had a brilliantly successful career, but for years she made the mistake that so many of us make: staying small. That is until she realised that her voice mattered, and that she could use it to not only supercharge her career but move the needle for others too. In this candid conversation, we cover:What happens when you really listen to others, and yourselfThe cost of staying silent Vs the power of finally speaking upThat electric feeling when you find your passion and act on itThe work (and reward) of getting more women into leadershipWhy amplifying women's voices isn’t just important, it’s essential This 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, including the exciting Future Media Forum, and how you can be involved, visit https://ashtonmedia.com.au/symposiums/ And to continue to conversation with your marketing and advertising community, follow our MadTech Collective by Ashton Media page on LinkedIn here https://www.linkedin.com/showcase/am-madtech-collective/

Navigating leadership, motherhood and defining your worth with Amy Murrell, Chief People Officer at Rest Super, and hosted by Tomas Haffenden. Amy Murrell spent much of her early career thinking that she could have it all, but what came was a realisation that if you’re succeeding in one area of your life, you’re almost certainly failing in another. In this candid conversation, we cover:Navigating your career as a new parentThe impact of other’s opinions on your self-worth and the importance of backing yourselfLessons from bad leadership and what to look for in who you work forThe questions you need to ask to ascertain whether a role is the right one for you This 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 HR community, follow our PeopleX by Ashton Media page on LinkedIn here https://www.linkedin.com/showcase/am-peoplex-collective/

Burnout, Business and Bravery with Nyssa Packard, Senior Director of CX at Skyscanner, and hosted by Tomas Haffenden.Nyssa Packard has always believed in the goodness of people. From McDonald's to Danone to Booking.com, she climbed the corporate ladder with an open heart. But after a decade, she left it all behind to chase her entrepreneurial dream.What followed was a journey through the highest highs and lowest lows – one that pushed her to illness, forced impossible choices, and taught her the hardest lessons about trust, boundaries, and survival.We cover:The importance of happiness in your workplace environmentThe potential life-threatening implications of burnoutRole modelling vulnerability as a leaderNavigating work and life as a self-proclaimed perfectionistThis 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 community, follow our Customer Collective by Ashton Media page on LinkedIn here https://www.linkedin.com/showcase/am-customer-collective/

Playing It Safe vs Taking the Leap with Michael Petersen, Founder & CEO of PivotusIn this episode, we are joined by Michael Petersen, Founder and CEO of Pivotus, for an honest conversation about the tension between playing it safe and taking bold risks and how both approaches have shaped his journey.From early decisions made in the South of France to the deliberate choice not to rebrand, Michael reflects on the moments where holding back paid off, and the ones where it cost him.We cover:The multiple ways we play it safe without even realising itWhy not rebranding helped build a rock-solid reputationBuilding a business that isn’t flashy, but one clients commit to for the long haulThe quiet panic that can come with longevity and playing small Backing yourself, dreaming bigger, and taking more risksThe value of surrounding yourself with people who challenge you — not mirror youThis episode is a masterclass in self-awareness, strategy, and learning to trust your own timing. Whether you’re risk-averse or risk-obsessed, this one will get you thinking about the trade-offs we all make and how to own them.

Culture Shock, Courage & the Closed Door with Gail Russell, Global Head of Customer Experiences & Channels, HSBCIn this powerful episode, I’m joined by Gail Russell, Global Head of Customer Experiences and Channels at HSBC. Gail shares the remarkable story of her international career, from London to Paris to South Africa, and the cultural shocks, career-defining moments, and internal strength she’s discovered along the way.One moment in particular shaped her profoundly:She’d flown halfway across the world for a high-stakes meeting, only to arrive in South Africa and be told she wasn’t allowed in the boardroom simply because she was a woman. The door was literally shut in her face.Gail opens up about:What it felt like to be excluded, and how she found the strength to returnThe power of walking away (and walking back in)How she’s navigated vastly different cultures and expectations around the worldThe deep importance of seeking out different perspectives and points of viewWhy confidence sometimes looks like quiet resilience, not confrontationThis episode is about grace under pressure, staying true to yourself, and finding your voice even when it’s been deliberately silenced. Gail’s story is one of grit, growth, and global perspective.

Featuring Georgia Thomas, Director of Brand, Media & Communications at THE ICONICGeorgia Thomas shares a career-defining mistake from her early days as a TV buyer. When handling a major advertising account, she accidentally sent confidential negotiation documents to someone outside her organisation, a blunder that could have severely damaged her company's position.What saved her was the relationship she'd built with the recipient. Georgia immediately reached out, honestly acknowledged her mistake, and asked for the documents to be deleted. This quick thinking and the trust she'd established prevented a potential disaster."This experience taught me to slow down," Georgia explains. She parallels this with a personal incident when she was running with her daughter's pram, tripped, and her daughter fell out because she wasn't properly strapped in. We don't need to be moving at breakneck speed all the time.Georgia emphasises how building genuine connections throughout your career creates an unexpected safety net. Being nice to everyone and maintaining mutual respect will come back to help you when you least expect it.When asked what she would change about her industry, Georgia's answer was characteristically candid and hilarious: "Less dickheads."The episode highlights the importance of slowing down to check your work, investing in authentic relationships, and maintaining integrity even under pressure.Check out: https://ashtonmedia.com.au/ MadTech Collective: https://www.linkedin.com/showcase/am-madtech-collective/?viewAsMember=true

Alice Almeida shares her powerful fertility journey and the impact it had on her career. Her story is a reminder of the importance of empathy in the workplace, for both leaders and team members.Did you know? 1 in 6 Australian couples face infertility. Chances are, someone in your office is struggling right now.A taste of what you’ll hear: The hidden toll of fertility challenges at workWhy leaders need to tune in, not just manage performanceHow small acts of support build lasting loyaltyThe power of speaking up about your needs“I wish I had the confidence to say, ‘I need support now, I’ll make it up in other ways.’”FOR LEADERSPerformance dips? Ask what’s really going on. Compassionate leadership goes a long way.FOR EMPLOYEESYou’re more than a moment in time. Asking for support is a strength, not a weakness.Visit ashtonmedia.com.au to explore the events leaders like Alice will be at! 

In this episode, we speak with mindfulness and high-performance expert Melo Calarco, who shares a life-changing story from his global cycling journey, getting caught in a cyclone and how it became the catalyst for discovering meditation, resilience, and inner peace.What we cover:Melo’s harrowing experience trapped in a cyclone while cycling around the worldHow meditation practices saved him during a moment of extreme crisisHis powerful realisation that true peace comes from within, regardless of external chaosWhy Melo believes in showing — not telling — when it comes to mindfulness"No matter what is going on around you, you can find peace within." – Melo CalarcoDon’t miss out:Melo’s recent workshop at the Customer 360 Symposium received an outstanding 9/10 rating from delegates. For more exclusive insights like this, join us at Ashton Media’s next Customer Experience event: https://bit.ly/437MoJI