Dedicated to celebrating leaders shaping Customer Experience (CX) across a variety of dynamic industries, including events, community groups, venues, retail, travel, the arts and sport, The Art & Heart of CX welcomes a special guest each episode to chat all things CX.
Consumers and guests are more discerning than ever and we all have the power to enhance (or diminish) the Customer Experience.
Whether you’re seeking fresh ideas, a dose of inspiration or a peek into the latest trends, this podcast will be for you.
Each episode provides insightful stories, practical tips and a behind-the-scenes look at what’s driving exceptional customer experiences in different sectors.
A coffee machine worth over $2,000 gets delivered upside down and balanced precariously on a gate, and nobody wants to own the problem. That one story opens up a bigger conversation about modern customer experience in the latest episode of The Art & Heart of CX. In this episode, Georgie is joined by Neeta Lachmandas, founder of ConsciousService, to unpack what great CX looks like. What started as a chance meeting in Singapore earlier this year, continues in this conversation ...
30 Jun 2026
Derrin Brown
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 get specific about what works and what doesn’t at places like Fed Square, AAMI Park and ...
19 May 2026
MEP Meetings & Exhibition Planners
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 conversation, but not as a vague value statement. They talk about the long shadow of tough, pe...
6 May 2026
Ready Set
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 goes far beyond providing interview and job outfits. They discuss how combining high-quality cloth...
20 Apr 2026
Season Opener with Katrina de Jersey
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 international events: narrative, trust and the way a bid book becomes a promise you may have to live w...
22 Dec 2025
Season Finale with Lucy Keeler
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 designing feelings first, why audiences tire of spectacle without substance and how the most memorable ...
12 Dec 2025
Australian Events Industry Collective
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 the first sign you see to the last word you read on your way out and everything in between, t...
27 Nov 2025
Tennis Australia (Australian Open)
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 design and data – and how to turn a busy precinct into a place where fans see more tennis and fe...
30 Oct 2025
Melbourne Holocaust Museum
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, Georgie and Breann explore the importance of the customer and visitor experience at the Melbour...
16 Oct 2025
The Badminton Horse Trials
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 conversation unveils the invisible Customer Experience framework supporting this iconic sporting event. What truly distin...
1 Oct 2025
Mr B's Emporium
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 the UK. Despite market research suggesting independent bookshops were fighting a losing battle against A...
24 Sept 2025
Meet Cambridge
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 city becomes more than a venue, it becomes part of the delegate journey. The science of Cus...
17 Sept 2025
World Experience Organisation
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 how we find meaning, status and identity in the 21st century. "Better moments, better lives" isn...
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