The Art & Heart of CX

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...

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

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

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 Customer

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"