The Art & Heart of CX

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.

The Art & Heart of CX is a society podcast hosted by Georgie Stayches, with 13 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Georgie Stayches hosts The Art & Heart of CX, a society show with 13 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #5

  Neeta Lachmandas

  Jul 28, 20261h 12mS2

  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 as they explore why customers tolerate self-service for most of the journey, yet feel abandoned when it’s impossible to reach support, and how blame-shifting between platforms, resellers and delivery partners destroys trust. They share real examples from call centres, retail and hospitality, and what AI could do well if it’s designed to support staff rather than replace care. They go deeper than surface-level “empathy” and focus on trust, employee experience, and service recovery. Neeta explains why empowered teams solve problems faster, why complaints are free research (not a nuisance), and how broken feedback metrics can make frontline staff feel punished for system issues they didn’t create. If you care about customer loyalty, customer service, customer journey mapping, and building a brand people actually want to come back to, this conversation is for you. Subscribe to The Art and Heart of CX, share this with someone designing a CX or AI rollout, and leave a review with your biggest “automation gone wrong” story. Georgie Stayches, host of The Art & Heart of CX, brings a human lens to how businesses design Customer Experience (CX). She explores how every little detail impacts how a customer interprets, experiences and recalls a situation - from our senses to the built and natural environments - and how this can impact brand loyalty, word of mouth marketing and revenue. Each episode she invites a special guess from all works of life and industries to share what they consider the art and hear of CX. Want to hear more from Georgie? Her keynote presentations inspire audiences with real-world strategies to elevate CX, understand human behaviour and build lasting audience loyalty. Find out more at georgiestayches.com

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  Episode #4

  Derrin Brown

  Jun 30, 20261h 16mS2

  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 Parramatta Square: crowd flow, sound, screens, family-friendly design and the simple decision to keep games on when the crowd clearly wants to stay. Derrin shares behind-the-scenes insights from major tournaments, including how “rule books” can help or hurt, why measurable standards beat brand-name checklists, and how Qatar approached alignment with a single clear mandate. From there they widen the lens to the full fan journey: host city logistics, public transport realities, tipping culture surprises for international visitors, and the messy truth of third-party vendors who can make or break an event precinct. If you care about event management, placemaking, hospitality, or CX strategy, hit play for practical ideas you can use immediately. Subscribe, share with a mate who loves a live site, and leave a review, then tell us: what one change would most improve the fan experience in your city? Georgie Stayches, host of The Art & Heart of CX, brings a human lens to how businesses design Customer Experience (CX). She explores how every little detail impacts how a customer interprets, experiences and recalls a situation - from our senses to the built and natural environments - and how this can impact brand loyalty, word of mouth marketing and revenue. Each episode she invites a special guess from all works of life and industries to share what they consider the art and hear of CX. Want to hear more from Georgie? Her keynote presentations inspire audiences with real-world strategies to elevate CX, understand human behaviour and build lasting audience loyalty. Find out more at georgiestayches.com

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  Episode #3

  MEP Meetings & Exhibition Planners

  May 19, 202623 minS2

  <p>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.<br/> <br/>Kindness is the centre of the conversation, but not as a vague value statement. They talk about the long shadow of tough, pedestal-style leadership, what it does to early-career confidence, and why those experiences still show up years later in the way t...

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  Episode #2

  Ready Set

  May 6, 202645 minS2

  <p>Searching for clothes, trying them on and choosing them can be stressful enough, but imagine if there is more to the story.</p><p>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.</p><p>Together, Georgie and Cynthia unpack how Ready Set goes far beyond providing interview and job outfits. They discuss how combining high-quality clothing with thoughtful, personalised styling can create an experience grounded in respect, care and hope. This isn’t ju...

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  Episode #1

  Season Opener with Katrina de Jersey

  Apr 20, 202646 minS2

  <p>You can’t “deliver a great event” if you don’t first sell a believable story. <br/><br/>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 with for a decade.<br/><br/>They get practical about customer experience and fan engagement, from persona workshops...

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