Advertise on podcast: The Mistakes That Shaped Me

What happens when you set an ambitious target, but forget to bring your team along for the ride? In this exclusive live recording from the Customer 360 Symposium in the beautiful Hunter Valley, Annmaree Bell, Chief Customer Officer at Zurich, shares the leadership lesson that reshaped how she approaches goal setting, ownership, and teamwork. Annmaree shares how the setting of a bold quarter-on-quarter improvement target without her team's buy-in nearly backfired and what she learned, as a result, about the power of a bottom-up approach to goal setting. They discuss: Why ambitious targets can become barriers, rather than goals that inspire actionThe power of bottom-up goal setting and shared ownershipHow celebrating incremental wins builds momentum towards bigger goalsThe importance of building cross-functional squads where everyone champions the customerWhy empathy and kindness are the most underrated tools in the age of AI About Annmaree Bell: Annmaree is the Chief Customer Officer at Zurich Australia & New Zealand, where she leads company-wide customer experience strategy. With over 20 years' experience in project, change, and transformation leadership across financial services, she's known for her collaborative approach and expertise in distribution, propositions, and technology. 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, his role as Growth and Content Manager at Telstra. Needless to say, Tomas is no stranger to how missteps can impact the journey and inform the leader you become as a result. Find out more about Ashton Media's customer events taking place across NSW and Victoria this year. Hosted on Acast. See acast.com/privacy for more information.

What do you do when your greatest strength becomes your biggest weakness? In this exclusive live recording from the Marketing Tech Retreat in the beautiful Mornington Peninsula, Dr. Carmen Gould, Director of Global Marketing at RMIT University, shares the profound personal lesson that transformed how she thinks about leadership, organisations, and systems. Carmen opens up about how resilience (her superpower) was actually preventing her from slowing down and listening to her body. Instead of exploring what was happening beneath the surface, she kept pushing through until her body forced her to listen. They discuss: Why ignoring your body's signals can be a leader's downfallHow to move from survival mode to regenerative leadershipCreating conditions for renewal, not just resilienceBuilding feedback loops that help you and your team thriveThe interconnected elements of wellbeing that system thinkers can't afford to ignore This conversation is essential listening for any leader who's ever been told that they're "too resilient" for their own good, or who's wondered whether pushing through is always the best solution. About Dr. Carmen Gould: Carmen is the Director of Global Marketing at RMIT University, leading cross-functional teams to drive student acquisition, brand strength, and strategic growth. With expertise in digital transformation across marketing, CRM, and CX ecosystems, she brings both strategic rigour and a human-centred approach to marketing leadership. 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, his role as Growth and Content Manager at Telstra. Needless to say, Tomas is no stranger to how missteps can impact the journey and inform the leader you become as a result. Find out more about Ashton Media's marketing events taking place across NSW and Victoria this year. 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: How a “strategic misfit” conversation with his boss changed everythingWhy leaders need to go beyond the “Are you okay?” surface check-inHow to spot the quietest person in the room and why their voice matters mostThe strategies he uses now to keep teams aligned while still moving at speedIf 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. Find out more about Ashton Media's CX, customer care and customer insights events taking place across NSW and Victoria this year. Hosted on Acast. See acast.com/privacy for more information.

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 The Grey Podcast Hosted on Acast. See acast.com/privacy for more information.

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: How a chance encounter in a Kings Cross nightclub led her to advertisingWhy kids make the best critics (and sometimes the best boardroom consultants)The power of making decisions with your gut, even when it makes no sense on paperBuilding trust to take creative leaps in large organisationsWhy you should audit your life as often as your carThe leader who changed her career trajectory The role other people play in helping you find your place, and why job descriptions are often BSThis 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. Hosted on Acast. See acast.com/privacy for more information.

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: Why leadership behaviour is the blueprint for team behaviourHow to build psychological safety without dodging the hard stuffThe difference between feedback that’s kind and feedback that’s just niceHow emotionally intelligent conversations become easier with practice 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/ Hosted on Acast. See acast.com/privacy for more information.

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: The moment she realised work is not family, it’s businessThe emotional cost of putting all your eggs in one basketWhy working harder isn’t the same as working betterThe opportunities she missed while chasing validationTaking a “grown-up gap year” and reconnecting with herself through travelHer advice to everyone: Travel, travel, travel and get perspective beyond the job 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. Hosted on Acast. See acast.com/privacy for more information.

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/ Hosted on Acast. See acast.com/privacy for more information.

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/ Hosted on Acast. See acast.com/privacy for more information.

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/ Hosted on Acast. See acast.com/privacy for more information.

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 perfectionist 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/ Hosted on Acast. See acast.com/privacy for more information.

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: 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 you 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. Hosted on Acast. See acast.com/privacy for more information.

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: 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 confrontation 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. Hosted on Acast. See acast.com/privacy for more information.

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 Hosted on Acast. See acast.com/privacy for more information.

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 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!  Hosted on Acast. See acast.com/privacy for more information.