The Mistakes That Shaped Me

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

This week on The Mistakes That Shaped Me, we sit down with Pancho, CEO of Forty Winks and former PUMA exec, to talk leadership, burnout, and why sleep is non-negotiable.Pancho shares how sacrificing rest for results was a mistake that nearly cost him—and how he now sees sleep as a key part of high performance. We explore his mindset shift from being purely outcome-focused to embracing the messy, uncomfortable journey of leadership.He also talks about The Mistake Book, his tool for creating space to fail, learn and grow, and why there’s no real finish line in business—just a chance to keep improving year after year.Don’t forget to check out the CX Retreat by Ashton Media, Pancho delivered a standout talk at the 2024 event, the kind of session you can only get at the retreat.Follow us and subscribe wherever you get your podcasts!

The hilarious Chris Savage, Business growth specialist, The Savage Company, an Ashton Media supporter since day one whom we greatly appreciate, shares his formative leadership mistakes and the lessons they taught him.Chris discusses understanding clients' products firsthand, his "hope for the best, plan for the worst" philosophy, and the importance of anticipating potential problems. He opens up about how overworking and seeking validation damaged his health and relationships.Listeners will learn about Chris's practical approaches to better self-management, including taking "deliberate oxygen" breaks and acknowledging personal limitations. He introduces the valuable concept of the "third place" - that crucial space beyond work and home - and emphasises humour's role in leadership.Check out Ashton Medias events here: https://bit.ly/4jFsJGL

In this episode, we welcome Candice Liew GAICD, Head of Customer Strategy and Experience at Flybuys, who shares her valuable insights on the delicate art of innovation. Candice opens up about learning not to fall in love with all ideas and the importance of remaining open to critique while still galvanising teams around concepts. She discusses the strategic wisdom of knowing when to pitch versus when to listen, the mindfulness required to identify blind spots in your thinking, and the power of understanding your unique strengths. Through personal examples and practical advice, Candice demonstrates how detachment from ideas doesn't diminish vision, it enhances it, leading to more robust solutions and stronger customer experiences.