Shows
The Art & Heart of CXSeason Finale with Lucy KeelerWhat 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 moments still hinge on human performance. It is the perfect episode t...
2025-12-2253 min
The Art & Heart of CXAustralian Events Industry CollectiveEver 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, that can enhance or diminish the Customer Experience. They talk queues th...
2025-12-121h 23
The Art & Heart of CXTennis 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 feel less friction. KC walks us through some of the AO’s core segments...
2025-11-2752 min
The Art & Heart of CXMelbourne Holocaust MuseumDr 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 Melbourne Holocaust Museum, how visitor behaviours have changed in a post pandemic world, the role volunteers play in...
2025-10-3053 min
The Art & Heart of CXThe Badminton Horse TrialsStep 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 distinguishes Badminton is its masterful balance of evolution and tradition. The 1970s marked a transformation from specialist competition to public spectacle, driven by Royal Family involvement, commercial vision and expanded...
2025-10-1648 min
The Art & Heart of CXMr B's EmporiumWhat 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 Amazon's rapid growth, the couple opened Mr B's Emporium in Bath in 2006. Within just two years, they'd claimed the title of Best I...
2025-10-0149 min
The Art & Heart of CXMeet CambridgeWhat 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 Experience design takes centre stage throughout our conversation. Tune in to this conversation to consider how you can create emotional connections through sto...
2025-09-2428 min
The Art & Heart of CXWorld Experience OrganisationForget 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't just a catchy tagline, it's the profound promise of the experience economy. Wallman illustrates how we've evolved from agricultural to industrial to service e...
2025-09-1740 min
Drop It Like It's PopThe Culture We Inherit: A Pop Tribute to DadAfter a year-long hiatus, the Drop it like it's pop duo are back with their most personal episode yet, in which they pay tribute to Georgie's father Des Stayches. How do our loved ones shape our cultural landscape and help define our take on the world? Friendship, family and community are at the heart of this emotional episode where Georgie and Vicken discuss the pop culture legacy of the loved ones we've lost. Get in touch with us
2025-05-261h 25
The Event ShowThe Event Show - the Comeback SpecialWelcome to this special Event Show which is a bit of a comeback special, almost two years to the day that we did a coronavirus special to support each other as our industry was shut down, in those weeks that the likes in the Grand Prix were cancelled, today the Grand Prix is back stronger than ever, as our many events across Australia. But it hasn't all been smooth sailing, and while the opportunities are back, there are as always some scenarios to be particularly conscious of, and be thinking about. And as I was recently asked...
2022-04-0757 min
Upon Arrival | Events & Incentives with Adelaine NgEp 54: Why this year is harder than last year and what's working now with Georgie StaychesWhen the only constant thing is sudden change, are your event plans ready to adapt and change course quickly? In this anniversary episode, Georgie Stayches shares tips on how the events industry can navigate uncertain times, as well as managing our emotions when demands are being placed on our mental health in unprecedented ways. Georgie Stayches is the Founder and Chief Engagement Officer of Fetching Events & Communications, an agency specializing in event management, communication, and volunteer management. An industry expert with over 20 years of experience, she is passionate about events and communications that make an impact on...
2021-09-3047 min
Upon Arrival | Events & Incentives with Adelaine NgEp7 Georgie Stayches: Your messaging needs to match where your audience is emotionallyThere's more to communication than you might think. We live in a world where content needs to be created in a hurry. But are we hitting the wrong notes when we do, especially during the pandemic?Taking us through some points for consideration is Georgie Stayches, Founder and Chief Engagement Officer at Fetching Events & Communications. She's a respected expert on visibility, messaging and creating events with purpose. Quotes From Episode "I'm conscious at the moment that people are exhausted... I guess the key thing would be, don't project what you're personally going...
2020-10-0633 minUpon Arrival | Events & Incentives with Adelaine NgEp1 Georgie Stayches: Don't move on without grieving lost business firstGeorgie Stayches is the Founder and Chief Engagement Officer at Fetching Events & Communications. She's a respected expert on visibility, messaging and creating events with purpose. Georgie's website is www.fetchingevents.com.au where you can find blogs, insight interviews and webinars.Contact Upon Arrival: uponarrivalpodcast@gmail.com
2020-09-2910 min
The Event ShowThe Event Show Episode 7 with Georgie StaychesThe Event Show podcast is brought to you by the event school. Amanda Jacobs and Andrew O'Loughin chat to event professionals to hear their stories, uncover new trends, find out what matters to them and discover how they maintain that all important work-life balance. In this episode we chat with Georgie Stayches, owner of Fetching Events and Communications and a seasoned event and media professional. Georgie brings some terrific perspective on event strategy as well as nurturing each group of stakeholders in an event including the all important volunteers. Fetching Events and Communications success' is built on...
2018-07-1356 min