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 Melbourne Holocaust Museum, how visitor behaviours have changed in a post pandemic world, the role volunteers play in the visitor experience and how visitors are responding to the newly re-built Melbourne Holocaust Museum.

We know the physical environment has a huge impact on how we experience things and this is front and centre at their stunning new building. From a light‑filled central spine to views of green and natural light on every level, the design supports the museum’s “safely in, safely through, safely out” pedagogy, so guests can engage with difficult history.

Throughout, Georgie and Breann keep returning to a clear stance: automation has its place, but human connection is irreplaceable. A warm welcome, a steady guide, a moment of empathy in a quiet foyer: these are the touchpoints that anchor safety, trust and learning.
 
If you care about customer experience, social impact, or how design shapes emotion, this conversation will reset your benchmarks. 

Subscribe, share with a friend who works in CX or education and leave a review to tell us which insight resonated most. 

Then plan a visit to mhm.org.au and see how light can sweep out darkness.

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

Chapters

• 0:00 Welcome And Museum Origins
• 3:34 Rebuild, Place And Symbolism
• 7:09 Light, Warmth And Safely Throughout
• 11:44 Natural Light, Biophilia And Linger Time
• 16:34 Volunteers As The Beating Heart
• 20:54 Staff Wellbeing And Volunteer NPS
• 25:49 Learning The New Building
• 28:59 Data, Behaviour Shifts And Late Bookings
• 32:49 Sector Collaboration And Social Cohesion
• 35:54 Human Touch Over Automation
• 39:59 Duty Of Care And Psychological Safety
• 43:49 Final Reflections And Visitor Invitation