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 AIAbout 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 ignoreThis 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 NSWMarketing Tech Retreat | 9-10 October VICThe 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 EmiratesIn 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 practiceThis 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 TelstraIn 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 jobThis 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 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/ Hosted on Acast. See acast.com/privacy for more information.

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

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

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

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.

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

In this episode, Chris shares his powerful journey of living with dyslexia and how, for years, he saw it as an obstacle to overcome. He opens up about the pivotal moment when he realised his unique way of processing information was actually a superpower — one that unlocked new levels of creativity and problem-solving. Chris reflects on the unexpected advantages of thinking differently in a world built around standardisation, and how embracing his cognitive style shifted everything. This conversation goes far beyond dyslexia; it’s a thought-provoking reminder to reconsider the parts of ourselves we’ve been taught to hide or “fix” — and to explore what might be possible if we chose to embrace them instead. 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. Hosted on Acast. See acast.com/privacy for more information.

In this episode, we chat with Deepti Sachdeva, Head of Enterprise Capability & Transformation at Westpac, about the lessons she’s learned through failure, leadership, and creating space for growth. Hosted on Acast. See acast.com/privacy for more information.

In this episode, we sit down with Ben Fettes, Vice President of Marketing and Direct Customer Experience at P&O Cruises. Ben shares a profound story about how children can simplify the complexities of business—offering a fresh perspective on problem-solving and decision-making.Ben reflects on a pivotal moment early in his career at just 23 years old: an engine explosion, a young life at risk, and no support system to rely on. Everyone looked to him for answers he didn’t have, making it one of the most stressful and terrifying days of his life. That experience taught Ben resilience and shaped how he leads, works, and supports his team today.He emphasises the importance of having a senior leader by your side when things go wrong and creating a safe space for people to fail, learn, and grow. Ben also highlights the power of sharing failures openly—allowing others to learn from your experiences and building stronger, more connected teams.This episode is a powerful exploration of leadership, resilience, and the lessons we can draw from our toughest challenges. Hosted on Acast. See acast.com/privacy for more information.

In this candid and insightful episode, Adam Furness, Managing Director of impact.com for Asia Pacific Japan, opens up about pivotal mistakes in his career journey that ultimately shaped his professional growth and success. Adam shares his experience of being let go and how that led to deep self-reflection and increased self-awareness, transforming a career setback into valuable life lessons. Hosted on Acast. See acast.com/privacy for more information.

In this revealing conversation, Michael Kim, Head of HR at Spotify, shares a pivotal professional mistake that ultimately shaped his career trajectory and personal philosophy. Michael discusses how a decision made during a vulnerable time in his life led him to prioritise financial security over happiness—and the valuable lessons he learned from this experience. Beyond his professional achievements, Michael stands out as a genuinely remarkable person. His warmth, authenticity, and willingness to share vulnerable moments reflect his character.  Hosted on Acast. See acast.com/privacy for more information.

In this episode, we sit down with the accomplished Dr. Violet Lazarevic to explore the critical role of driving culture within an organization. Dr. Lazarevic shares valuable insights on why you don’t need to be the smartest person in the room to make an impact. Instead, we should be focussing on tapping into the collective knowledge of those around you can lead to transformative outcomes.We also discuss the importance of recognising your unique contributions and understanding what you bring to the table. Plus, we delve into the power of data—not just as a tool, but as a resource that becomes truly valuable when it leads to actionable insights. Hosted on Acast. See acast.com/privacy for more information.

In this episode, we sit down with the incredible Carolyn Bollaci, Director of Agency at Meta, to talk about leadership, learning from past missteps, and why sometimes the best thing you can do is pause and reflect.In this episode, Carolyn shares:The hard lessons she learned about delegation, why trying to do it all isn’t a badge of honourHow rushing through career milestones made her realise the importance of slowing downWhy trust is the foundation of great leadership and how she creates a safe space for her team to growThe career advice she wishes she took soonerCarolyn has spent over 15 years in the digital space across Boston, San Francisco, Sydney, London, and New York. As one of the founding members of the IAB Australia AdTech Council, she’s shaped industry standards and worked on some of the most innovative digital campaigns across Asia. She’s also a self-confessed podcast addict, so we knew she’d be right at home on this one! Hosted on Acast. See acast.com/privacy for more information.

Leadership isn’t just about looking after others - it starts with looking after yourself. In this episode, Jason Tonelli, CEO of Zenith Australia, shares how his early approach to leadership led to burnout and why prioritising his own wellbeing made him a better leader.Jason dives into the difference between sympathy and empathy, why feedback often triggers shame, and how leaders can create a culture of resilience by leading with empathy. He also talks about the importance of having a support system, coaches, mentors, and even your GP, because corporate leaders are athletes, too."If you're not OK, how are you going to make big decisions, support your team, or help your clients grow? Hosted on Acast. See acast.com/privacy for more information.

In this episode, we chat with the very humble and down to earth Anthony Russell, an accomplished brand strategist and performance marketer with experience across multiple categories, and who is currently the Head of Customer Experience at Sweat, one of the world’s leading fitness platforms. He’s passionate about connecting people with brands through insight driven, meaningful and fully integrated brand experiences and storytelling. Today we talk about the significance of the onboarding process when starting a new company, and the importance of collaboration, vulnerability and egoless leadership.  Hosted on Acast. See acast.com/privacy for more information.

In this episode, we chat with the very funny and very accomplished Adam Novak, Head of Experience and Transformation at CBHS. He has over two decades of experience across brand, strategy, CX, digital transformation and service design. We chat about the importance of attention to detail (in both your work and personal lives!), and the risks that come from jumping the gun and saying yes to something before you have the full picture. Hosted on Acast. See acast.com/privacy for more information.

Since we recorded this episode with Claire, her role has evolved as she now leads the Product and Experience Functions at Contact Energy. Her claim to fame is doing the impossible – making energy bills understandable to regular people without accountancy diplomas.  Previously she picked up rubbish for a local council the UK (by letting people report local messes thru a chatbot). Prior to that she looked after digital service for the UK’s largest telco (EE), winning a few “best online service” gongs in the process.  Hosted on Acast. See acast.com/privacy for more information.

Karen Sheppard, Head of Customer Insights at the amazing Endeavour Group. Karen got her first taste (pun intended) of market research as a student running blind taste tests on potato chips. With over 20 years of experience working in market research and insights on both agency and client side, she has worked across a range of industries from Tobacco to Healthcare.Today we explore how just using the latest and great technology is not enough alone to guarantee success. We also cover T-Shape Leadership which places an increased value on developing your understanding beyond your specialism if you want to successfully lead cross-functional teams. Hosted on Acast. See acast.com/privacy for more information.

Kate Young, Executive Manager, Marketing Strategy & Capability at ANZ has deep background in CX spanning financial services, retail, property management, health and wellbeing as well as hospitality and tourism. Hosted on Acast. See acast.com/privacy for more information.

Emily Paladino is the Head of Customer Insights at Country Road Group and has the daunting task of feeding her team’s insights directly into the business strategy across all five of their brands (Country Road, Trenery, Witchery, Politix and Mimco). Emily’s 20 plus years experience oscillates between insights, strategy & planning and creative development & execution.This chat will discuss how impactful customer experiences, particularly negative ones can stay with you, in her case for more than 25 years, and how they can leave a lasting impression on whether you end up buying the fancy Italian bag or not….it will make sense in a minute. Hosted on Acast. See acast.com/privacy for more information.

Nektarea Cameron-Smith is currently Head of Customer Experience at Up and obsessed with building authentic customer relationships that deliver deliberate and consistent experiences. Combining empathy and analytics, Nektarea has created some industry leading experiences at Up. Up, is a digital bank that's making money easy for over 700,000 Australians. Today we explore how the over use of NPS and over surveying can be as damaging as it can be insightful. Hosted on Acast. See acast.com/privacy for more information.

Damian Madden is a creative strategist who works on experience and creative transformation for luxury and fashion brands globally. Currently the Director of Digital Transformation & CX at Pernod Ricard he is also the founder and creative director of ANOTHERSIDE, a Korean/Australian streetwear label promoting youth mental health, and the art collective asinglepiece. As an ardent believer in the power of art to transform, he has worked all over the world to make art more accessible and inclusive through creative storytelling, innovative technology and data-driven strategy, Hosted on Acast. See acast.com/privacy for more information.

Why does innovation matter in programmatic advertising? Put simply, without innovation all things wither and fade into obscurity…or die. But how do you remain innovative in the fast-moving world of programmatic? Drawing interesting parallels between the history of the film industry and programmatic, grab 22 mins to find the answer to this question and be thoroughly entertained in the meantime. This series of AshtonCast, Why Innovating Matters In Programmatic Advertising, is proudly brought to you by the Programmatic Summit, the region’s most important programmatic, digital and adtech conference. We’re featuring interviews with Ryan Menezes, Chief Technology and Transformation Officer at GroupM, Natalie Minter, Product Manager - Agencies & Brands at flybuys, and Tim Armstrong, Head of Digital Platforms, Capability and Audience, NOVA Entertainment.  Hosted on Acast. See acast.com/privacy for more information.

In this episode of AshtonCast we provide an exclusive listen to the keynote presentation from Jonathan Wan, Director of Global Marketing, Media & Social, Japan Airlines which he did at the 2020 Programmatic Summit. This was recorded just before COVID started to kick off. In this session Wan will reveal challenges the Japanese flag carrier has encountered on its path to improve programmatic, will question why programmatic campaigns can turn out so pedestrian and will share some tips to help you not only avoid certain pitfalls, but to push ahead with programmatic confidence. Hosted on Acast. See acast.com/privacy for more information.

In part four of the Video Fast Forward series we chat with Regional Director, ANZ & Head of Audience, APAC at PubMatic. Peter has been at PubMatic since 2015 and has been involved in rolling out their suite of products across Australia and New Zealand. These include their market leading omni channel header bidding solution, OpenWrap, as well as Audience Encore and Identity Hub. Peter has a comprehensive industry network both in ANZ and the wider APAC region, and regularly speaks at events. He manages a diverse team of sales and tech people in a dynamic and ever-changing environment.He's originally from Ireland and is a bit of an industry legend!Brought to you by our friends at PubMatic. Hosted on Acast. See acast.com/privacy for more information.

In part three of the Video Fast Forward series we chat with Nicola Lewis, Chief Investment Officer, GroupM. Nicola is a media executive with extensive experience across all channels, including a strong point of view on digital integration, and digital transformation. She currently leads the investment function at the biggest media investment group in Australia – GroupM. Brought to you by our friends at PubMatic. Hosted on Acast. See acast.com/privacy for more information.

In part two of the Video Fast Forward series we chat with Nick Young, Director of Sales - Digital & Publishing at Nine. Nick has over 15 years’ experience in the media industry and shares his views on all things CTV. Brought to you by our friends at PubMatic. Hosted on Acast. See acast.com/privacy for more information.

Connected TV is one of the most talked about topics in town, and we’re all in agreement….. a huge opportunity for the industry. It promises to be the best of both worlds – the premium TV experience with all the benefits of digital for consumers and advertisers. But are we there yet? Does the experience on streaming platforms feel like TV for consumers? In this series of AshtonCast, Video Fast Forward, proudly brought to you by our friends at PubMatic we will answer this question and more with interviews from Nicola Lewis, Chief Investment Officer at GroupM ANZ, Nick Young, Director of Sales - Digital & Publishing, 9 and Peter Barry, Regional Director, ANZ & Head of Audience, APAC at PubMatic. Hosted on Acast. See acast.com/privacy for more information.

Customer experience is a discipline that has gained incredible momentum over the past few years, shaped by the advancements in technology and the evolving wants, needs and behaviours of our customers. In the final episode of this Reimagine Marketing series, brought to you by our friends at SAS, we speak with Rachel McDermott, Associate Director of CX at Optus, about their work in utilising advancements in AI and automation to better understand and meet the needs of customers, and what our customers will come to expect from us in the next few years. Hosted on Acast. See acast.com/privacy for more information.

In this episode of our Reimagine Marketing series, brought to you by our friends at SAS, we explore how three key technologies – attribution, automation and artificial intelligence - are reshaping how we engage with our customers. We’re joined by Justin Theng, Consumer Intelligence Specialist at SAS for his thoughts on what role these technologies have to play in how we communicate with the customer of tomorrow. Hosted on Acast. See acast.com/privacy for more information.

In the second episode of this Reimagine Marketing series, brought to you by our friends at SAS, we speak with Sam Stark, Head of Data and Analytics, Marketing and Sales at Foxtel. We look at how marketing is evolving in line with developments such as attribution and automation, and what this means for the ways in which we connect with our customers of tomorrow. Hosted on Acast. See acast.com/privacy for more information.

In this final episode of the Empathy in CX series, brought to you by our friends at Genesys, we speak to Jessica Rix, Head of Customer Interactions at Sunsuper to explore the work they’re doing to deliver more meaningful, authentic and empathetic customer experiences at scale. Hosted on Acast. See acast.com/privacy for more information.

Putting the customer first has always been pivotal, but it has never been more important. The past few months have shone a light not only on the importance of being customer-centric in our thinking and our strategy, but also on the need for agility and the ability to swiftly adapt to change. In this podcast series, we talk to marketing and CX leaders to explore how technologies, such as attribution, automation and artificial intelligence, can help us better understand and meet the evolving needs of our customers of today, tomorrow, and in times of disruption. Hosted on Acast. See acast.com/privacy for more information.

In the third episode of the empathy in CX series, brought to you by our friends at Genesys, we chat with Keith Pearce, Senior VP, Brand Marketing and Communications at Genesys. We explore the importance of purpose, nurturing communities and doing societal good, and better supporting the needs of our customers, at scale, by delivering more authentic and empathetic customer experiences. Hosted on Acast. See acast.com/privacy for more information.

In the second episode of the empathy in CX series, brought to you by our friends at Genesys, we chat with Elyssia Clark, Head of Customer Insights and Strategy at SEEK.As someone who strives to put the customer at the centre of their thinking at SEEK, we speak to Elyssia about:-         The impact COVID-19 has had on our ability to meet the needs of our customers-         How we can continue to keep our finger on the pulse regarding customer needs, behaviours and attitudes-         How we can nurture customer trust to build long-lasting customer relationships-         What the role of CX looks like as we navigate the road to recovery and beyondVisit https://ashtonmedia.com.au/ashtoncast/ for more info on AshtonCast.Visit https://www.genesys.com/en-sg for more info on Genesys.Produced by PodPaste https://podpaste.com.au/. Hosted on Acast. See acast.com/privacy for more information.

In part 5 of the digital marketing maturity series, brought to you by Google Marketing Platform, we chat with Michael Schniering, a 10-year veteran of BCG. He runs BCG in Australia and is a trusted advisor on digital strategies to some of the biggest businesses in Australia. Listen in to find out what marketers should do protect and strengthen their business’ for the long term. Hosted on Acast. See acast.com/privacy for more information.