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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