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
Tennis 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, Tennis First, Family Fun, Entertainment Seeker, and how the team maps journeys across physical and digital touchpoints.
KC and Georgie chat all things CX and what makes the AO a leading international event, from the larger strategy to the smaller detail. They explore how:
- Small choices make big differences.
- Biophilic design cools and calms queues with shade and greenery.
- Clear comms and itinerary tools help fans plan their day.
- Brand sound deepens memory across arenas and socials
Crucially, the AO preserves the human touch: opt‑in facial recognition for express entry sits alongside friendly staff and legible signage because choice builds trust.
If you lead CX in any industry, this conversation gives you a practical playbook.
Tune in now to get behind the action of this iconic event.
To find out more about the Australian Open, visit https://ausopen.com/
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