This podcast is brought to you by Ashton Media, producers of Australia’s leading independent conferences. for the CX, Customer Insights, Contact Centre, Marketing, Learning & Development and HR industries.
In this series we’ve lined up an incredible list of industry leaders who have been brave enough to put their myriad successes to one side and explore a time that it all went wrong and how those lessons have impacted their leadership today.
"HOSTED BY NOTABLE CX THOUGHT LEADER,
TOMAS HAFFENDEN
Tomas started his career with arguably the toughest CX challenge of all - teaching mathematics to teenagers. Now an accomplished MC and keynote speaker on all things CX, his long list of directional shifts includes conversational consultant, comedian, futurist and currently Head of Service Design. Needless to say, Tomas is no stranger to how missteps can impact the journey and inform the leader you become as a result.
Hosted on Acast. See acast.com/privacy for more information.
This podcast is brought to you by Ashton Media, producers of Australia’s leading independent conferences. for the CX, Customer Insights, Contact Centre, Marketing, Learning & Development and HR industries.
In this series we’ve lined up an incredible list of industry leaders who have been brave enough to put their myriad successes to one side and explore a time that it all went wrong and how those lessons have impacted their leadership today.
"HOSTED BY NOTABLE CX THOUGHT LEADER,
TOMAS HAFFENDEN
Tomas started his career with arguably the toughest CX challenge of all - teaching mathematics to teenagers. Now an accomplished MC and keynote speaker on all things CX, his long list of directional shifts includes conversational consultant, comedian, futurist and currently Head of Service Design. Needless to say, Tomas is no stranger to how missteps can impact the journey and inform the leader you become as a result.
Hosted on Acast. See acast.com/privacy for more information.
What happens when you’re running at 150 miles per hour but the people around you can’t keep up?
In this candid conversation, AI advisor and CX leader Simon Kriss opens up about the career-defining mistake that blindsided him, moving too fast for his team and leaving them struggling in his wake.
From the high-pressure world of airlines to advising organisations on the future of AI, Simon shares:
If you’ve ever wondered whether you’re bringing your team with you or just dragging them along, this episode is essential listening.
About Simon Kriss:
Simon is an AI advisor helping organisations navigate the fast-changing world of artificial intelligence. With decades of leadership experience in CX, he brings a unique blend of strategic insight and people-first thinking.
Apply for your place at Ashton Media's Contact Centre 2026:
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If inaction is a decision, how do you explain it? In this thoughtful and candid conversation, Rajan Kumar, CEO & Co - founder of The Lumery, shares the leadership misstep that shaped him most: not acting quickly enough, and more importantly, not explaining why.
From transparency traps to communication preferences (are you yellow, green, blue, or red?), Rajan dives into the psychology behind trust, culture, and the misunderstood power of slowing down before speeding up.
If you lead a team or want to, this episode is a goldmine of insight into leading better by being more human.
"Inaction is still a choice. But if you don’t explain why you’re choosing it, people will make up their own reasons."
Marketing Tech Symposium | 9-10 September NSW
Marketing Tech Retreat | 9-10 October VIC
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Our host Thomas Haffenden sits down with Anna Jackson, Head of Creative Excellence at Telstra, for a raw and refreshingly honest conversation about trusting your gut, letting go of “the shoulds,” and taking the scenic route to a fulfilling career.
Before leading Telstra’s creative vision, Anna was on a very different path, training as an architect in one of the toughest degrees you can do. But a brutally hard year working in London forced her to confront a truth: she was in the wrong profession. That so-called “mistake” became the first step into a whole new world of creativity, storytelling, and leadership.
They discuss:
This one’s for anyone who’s ever felt stuck, misaligned, or on the wrong path. Anna’s story is a powerful reminder that it’s never too late to pivot and that the best careers are often built on the boldest decisions.
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Leadership Is a Muscle – And Tough Conversations Are the Workout with Stephanie Walters, Customer Experience Head for Contact Centres at Emirates
In this episode, Stephanie reflects on a pivotal leadership mistake: avoiding the difficult conversations.
With decades of experience managing global contact centre teams and millions of customer interactions each year, Steph knows that delivering great CX starts from the inside out. That means leaders have to create cultures of safety, accountability, and, yes, honest feedback.
She shares how she learned (the hard way) that shying away from uncomfortable conversations can fracture trust and stall team performance. And why facing them, with empathy and courage, is the key to building teams that thrive.
You’ll learn:
This episode was recorded onsite at the Contact Centre Symposium. The leading conference for Senior Contact Centre leaders in NSW.
Apply for your place for 2026 now: https://ashtonmedia.com.au/symposiums/contact-centre-symposium/
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Work, Worth & the Grown-Up Gap Year with Samantha Ezra, Principal of CX Strategy at Telstra
In this honest and deeply reflective episode, I’m joined by Samantha Ezra, Principal of CX Strategy at Telstra, to talk about the trap so many of us fall into tying our worth to how hard we work.
Samantha shares the story of pouring everything into her career, believing hard work would earn her equal treatment and recognition. But when she finally stepped into the room she’d worked so hard to reach, she was met not with respect, but a patronising, “Sweetheart, how old are you?”
We dive into:
This episode is a must-listen for anyone who’s ever lost themselves in their work. It’s a reminder that life is bigger than your job title, and that sometimes the bravest thing you can do is step away to come back stronger.
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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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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:
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/
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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:
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/
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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:
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 CX community, follow our Customer Collective by Ashton Media page on LinkedIn here https://www.linkedin.com/showcase/am-customer-collective/
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Playing It Safe vs Taking the Leap with Michael Petersen, Founder & CEO of Pivotus
In 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:
This 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.
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Culture Shock, Courage & the Closed Door with Gail Russell, Global Head of Customer Experiences & Channels, HSBC
In 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:
This 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.
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Georgia 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
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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:
“I wish I had the confidence to say, ‘I need support now, I’ll make it up in other ways.’”
FOR LEADERS
Performance dips? Ask what’s really going on. Compassionate leadership goes a long way.
FOR EMPLOYEES
You’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!
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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:
"No matter what is going on around you, you can find peace within." – Melo Calarco
Don’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
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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!
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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
Hosted on Acast. See acast.com/privacy for more information.
Hosted on Acast. See acast.com/privacy for more information.
Hosted on Acast. See acast.com/privacy for more information.
In this episode, we sit down with Janett Egber, Lead of CX Capability at Medibank. Originally from outside Australia, Janeet now calls Australia home with her family, and shares insights on her journey and career.
We dive into the intersection of Employee Experience (EX) and Customer Experience (CX), exploring whether leaders in these fields should be planting seeds of ideas rather than handing out “how-to” manuals. Janett discusses the concept of democratising ideas—how people may move on, but the core concept or project can continue to thrive long after.
Reflecting on her own experiences, Janeet talks about the challenge of stepping back and viewing the bigger picture. She shares moments when her enthusiasm led her to become too involved in opportunities, making it difficult to take a backseat when needed.
This episode is a thoughtful conversation on leadership, the balance of involvement, and how to move forward with a broader perspective.
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