The Art & Heart of CX

A great live site makes strangers feel like teammates, and a bad one makes you wonder why anyone left the couch. Georgie is joined by returning guest Derrin Brown to pull apart what the FIFA World Cup is teaching us about customer experience in Australia, from the joy of communal watch parties to the frustration of councils and venues that still treat fan engagement like an afterthought.    They g...

This episode comes straight from The Meetings Show floor in Singapore, as Georgie chats with Richard Soo from MEP talk about this client experience, and explore what “great customer experience” actually looks like when clients are stressed and timelines are tight. They go beyond buzzwords into the real-world habits that keep relationships strong and teams steady.   Kindness is the centre of the co...

Searching for clothes, trying them on and choosing them can be stressful enough, but imagine if there is more to the story. In this episode, Georgie is joined by Cynthia Kralik, CEO of Ready Set, a charitable organisation helping job seekers facing disadvantage, walk into interviews and jobs with confidence, dignity and real support behind them. Together, Georgie and Cynthia unpack how Ready Set g...

You can’t “deliver a great event” if you don’t first sell a believable story.  In this opening episode of Season 2, Georgie is joined by strategic communications and crisis management specialist Katrina de Jersey, whose career spans Olympic Games, Winter Olympics, FIFA, city projects and the high-stakes world of bid strategy. Georgie and Katrina talk about the hidden craft behind major internation...

What if the best tech in the room is not the headline, but the quiet partner to story, sound and people? In the finale of Season 1, Georgie is joined by Lucy Keeler, Board Member at the National Art School, former curator of Vivid Sydney Light Festival and until recently the Head of Strategy Experiences at Luna Park Sydney, to discuss this very question. This episode sees them talking about design...

Ever left a venue thinking, that could have been so much easier? In this episode, Georgie is joined by Derrin Brown as they dig into the small, human decisions that turn chaos into calm and moments into memories. Previsualisation, crowd science, pressure points, pedestrian flow, language, personas, sensory design, toilets, hand gestures, signage and are just some of the topics they cover.  From th...

Step behind the gates of Tennis HQ and discover how a Grand Slam designs for joy, speed and inclusion at massive scale.  In the latest episode of The Art & Heart of CX, Georgie Stayches sits down with Karen Clydesdale, Head of Customer Experience and Customer Relationship at Tennis Australia, to unpack the Australian Open’s human‑centred blueprint. They talk customer segmentation, service desi...

Dr Breann Fallon, CEO, Melbourne Holocaust Museum joins Georgie in this episode to unpack how architecture, people and data combine to create a visitor journey that is both compassionate and deeply effective. When people think customer experience, they often think retail or events - but it flows through every sector and is particularly important in a cultural and education setting. In this episode...

Step behind the scenes of one of the world's most prestigious equestrian events as Event Director Jane Tuckwell reveals the remarkable complexity of managing the Badminton Horse Trials. From its humble beginnings in 1949 as a training opportunity following Britain's poor Olympic showing, to today's spectacular gathering of over 100,000 spectators on cross-country day, this conversat...

What happens when two lawyers abandon their careers to follow a bookish dream? Nic Bottomley and his wife Juliet found themselves in Seattle's Elliott Bay Book Company on the first day of their honeymoon in 2004, captivated by a bookshop "full of opinion" and passionate curation. That single visit sparked a revelation that would transform their lives and the bookselling landscape in...

What transforms a standard business event into an unforgettable experience? The answer lies not just in content delivery but in creating an environment where learning, wellbeing and memory-making seamlessly intersect.  Cambridge, with its historic colleges and verdant gardens, offers a masterclass in holistic event planning. Meet Cambridge's Anita MacDonald reveals how this compact, walkable...

Forget everything you thought you knew about what drives our economy. In this launch episode of The Art & Heart of CX , Georgie is joined by James Wallman, CEO of the World Experience Organisation, for an enlightening conversation on all things experiences and customer experience. They dive deep into the revolutionary shift from materialism to experientialism that's fundamentally changing...