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, that can enhance or diminish the Customer Experience. They talk queues that flow, wayfinding you can feel and the art of building anticipation so well that the experience starts before the doors even open. They unpack the pressure points everyone encounters: confusing registrations, single-point bottlenecks and signage that accidentally creates anxiety. They explore how active participation outperforms passive luxury. They discuss Robbie Williams concerts, Cirque de Soleil, cruise ships, Contiki tours, Bathurst, Disney, Doha and so much more.The throughline is simple: remove friction, respect attention and design for how people actually behave: tired, excited, distracted, hopeful. This episode will inspire you to soften a queue, rewrite a sign or simply place a guide at the right escalator. 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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