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The CX Live!

The CX Live!

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The CX Live! podcast is an interview-style show for briefing programs and meetings. Our goal is to be your dedicated channel for all things customer experiencer where we ask industry thought leaders the tough questions about building a world-class program. Each month we’ll explore a new topic or trend that impacts customer experience, employee engagement, digitization and more…We’re unfiltered. We’re authentic. We’re having a conversation… join in!© 2026 The CX Live! Economie Management Management et direction
Épisodes
  • The CXLive! Episode 102: The Human Advantage in an AI World: Designing Experiences People Feel and Remember with Crystal Waldoch

    The CXLive! Episode 102: The Human Advantage in an AI World: Designing Experiences People Feel and Remember with Crystal Waldoch
    Oct 30 2026
    In this episode, we explore the growing importance of human connection in a world where AI and technology are making information more accessible than ever. Crystal Waldoch, Global Experience & Engagement Strategy with Rockwell Automation, shares what makes an experience truly memorable and how intentional experience design, thoughtful environments and meaningful personal interactions can capture attention, build trust and create lasting connections. From the spaces we create to the moments people remember long after they leave, we discuss how organizations can use face-to-face experiences to strengthen relationships, encourage meaningful conversations and make a lasting impression. Along the way, we consider why human connection remains one of the greatest competitive advantages and how teams can focus on creating experiences that resonate with people long after the interaction is over.HighlightsHow ‘smiling through the pain’ (a self-protection strategy) became an important tool for opening conversations and building relationships Experience Strategy, recognizing the environment and story influence how guests feel How to NOT design experiences for perfectly attentive customersWhy designing breaks is not wasted time, it’s protecting your customersHow face-to-face human connection becomes the differentiator Implementing the ‘Peak-End Rule’ and striving for both peaks and valleys The important of contrast and making moments that matterAllowing the customer to drive the timeline by following the energy, stay in the flowEmbracing AI so teams can focus on curiosity, empathy and connection Resources“How to Win Friends and Influence People’ by Dale Carnegie“The Challenger Sale’ by Matthew Dixon and Brent Adamson "The Power of Moments' by Chip Heath & Dan Heath “The Thinking Machine: Jensen Huang, Nvidia, and the World's Most Coveted Microchip” by Stephen WittMicrosoft WorkLab ResearchForbes Article on Face-to-Face InteractionGuest Thought LeaderCrystal Waldoch, Global Experience & Engagement Strategy, Rockwell AutomationCrystal is a customer experience and engagement strategist who designs moments that connect people, environments, and business outcomes. Her work at Rockwell Automation extends beyond traditional experience centers, bringing together human behavior, environmental design, storytelling, technology, and customer insight to create experiences where people feel seen, heard, and engaged. As AI makes information more abundant, Crystal believes human attention and face-to-face connection are becoming increasingly valuable, making thoughtfully designed experiences a competitive advantage.
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    1 h et 7 min
  • The CXLive! Episode 101: The Importance of Play to Elevate Human Connection with Libby Anderson & Fiona Healey

    The CXLive! Episode 101: The Importance of Play to Elevate Human Connection with Libby Anderson & Fiona Healey
    Sep 30 2026
    In this episode, Libby Anderson, Managing Director and majority owner, and Fiona Healey, Head of Client Strategy, both of Blondefish, share the power of purposeful play and what happens when we give audiences permission to get involved, explore and have fun. They offer numerous examples of how designing experiences with a clear purpose can transform events, tradeshows and Customer Experience Centres into memorable moments that spark connection, conversation and learning. They address the value of thinking beyond a single engagement, illustrating how repurposing, reskinning and flexible deployment can extend the life and value of content and interactives. Along the way, Libby and Fiona share their unique approaches to delivering against multiple objectives and ultimately maximising their clients’ investment.HighlightsCreating brilliant interactives and content for events, knowing how to transition them for experience centers and vice versa: Repurposing is not the same as reusingHow to get value and longevity from what you createAdapting to different audiences and environmentsEncourage real human connection with trained talent Making space for Play: Give your guests permission to have fun while still serving a purposeWe learn from being actively involved, not just receiving informationAllow guests to discover meaningful messaging or takeaways for themselvesUse to break down barriers and build client/customer relationshipsEnsuring clients fulfill their objectives for these engagements: Building measurement into the strategy from the beginning Fulfilling multiple objectives with an experienceIdentifying what each individual moment needs to achieveHaving a feedback loop with the people delivering the content Being mindful of the latest industry trends for increased impact Planning effective budgeting strategies Resources'Humor, Seriously' by Jennifer Aaker and Naomi Bagdonas'Stuart Brown TED Talk: 'Play is more than fun'‘The Power of Moments’ by Chip Heath & Dan HeathGuest Thought LeadersLibby Anderson, Managing Director, Blondefish Libby is the Managing Director and majority owner of Blondefish. She joined the business straight out of Royal Holloway University, where she studied Management with Marketing, and progressed through the company before completing a management buyout in 2023.A natural problem solver who thrives on creativity, teamwork and the variety of the experiential industry, Libby now leads a team of ten, supported by a brilliant network of freelancers, creatives and suppliers.Her original childhood ambition was actually to become a vet, and while her career took a very different turn, she still gets her animal fix outside of work through her love of horses and riding.Fiona Healey, Head of Strategy, BlondefishFiona is Head of Client Strategy at Blondefish. After studying Public Relations at Bournemouth University, she worked in-house for brands including Panasonic, Wiley and GAME, where organising experiential moments such as the midnight launches of the Nintendo Wii and PlayStation 3 sparked her love of live audience engagement.After moving agency-side, Fiona discovered her passion for events, content and experiential work, joining Blondefish five years ago. Today, she leads client strategy, working closely with clients to understand their objectives and collaborating with the team to turn them into engaging, memorable experiences.Outside of work, Fiona lives on the UK’s south coast with her husband, three children and an ever-growing collection of pets. She’s a big theme park fan, loves planning holidays and admits to having a slightly competitive streak.
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    1 h et 14 min
  • The CXLive! Episode 100: Celebrating 100 Episodes of Briefing, Belonging & Brilliant Conversations with Co-Host Crystal Waldoch

    The CXLive! Episode 100: Celebrating 100 Episodes of Briefing, Belonging & Brilliant Conversations with Co-Host Crystal Waldoch
    Aug 25 2026
    What started in March 2020 as a way to connect briefing professionals and thought leaders through authentic, unfiltered conversations has grown into 7 seasons and 100 episodes of The CXLive! podcast!To celebrate this incredible milestone, host Darby Mason-Werner is joined by guest co-host Crystal Waldoch of Rockwell Automation for a special 100th episode that looks back at the journey, the people, the conversations, and the unexpected moments that have made The CXLive! what it is today.Darby shares her journey into the briefing world and the lessons she has learned along the way. She and Crystal also revisit listeners’ favorite episodes and, more importantly, why those conversations resonated. Along the way, there are surprises, reflections, plenty of gratitude, and a look ahead at what’s next as The CXLive! sets its sights on the next 100 episodes!Most of all, this episode is a celebration of the people behind The CXLive!, the guest thought leaders who generously shared their ideas, the listeners who tuned in and engaged, and the briefing community that continues to make every conversation worthwhile!HIghlightsCelebrating The CXLive! journey from March 2020 to 7 seasons and 100 episodesAcknowledging The CXApp Team and the evolution of the podcast over the yearsDarby’s journey to the briefing world, and what that experience has taught herThe keys to facilitating memorable and meaningful briefings and podcastsThe 100th-episode journey, including some unexpected surprises The secret to finding timely topics and brilliant guest thought leadersThe one question Darby has been waiting for a guest to ask Listeners’ favorite The CXLive! Episodes and why they resonateLooking ahead to the next 100 episodes and what’s still to comeDarby’s Top 3 Lessons Learned after 100 episodesA heartfelt thank-you to GACEP and the many guest thought leaders who have shared their experience, wisdom, and stories over the years ResourcesListeners’ Favorites in Celebration of our 100th Episode Darby Books, Podcasts & Music 'The Power of Now' by Eckhart Tolle ‘The Let Them Theory’ by Mel Robbins & Sawyer Robbins ‘My Next Breath: A Memoir’ by Jeremy Renner ‘Greenlights’ by Matthew McConaughey Oprah’s SuperSoul OWN PodcastOn Purpose Podcast with Jay Shetty Hamilton Broadway Soundtrack by Lin Manuel MirandaCrystal Books‘Unreasonable Hospitality’ by Will Guidara‘How to Win Friends and Influence People’ by Dale Carnegie HostDarby Mason-Werner, Host, The CXLive! Podcast Darby knew from a very young age that she wanted to find compelling work that made a difference. Her experiences from managing a produce stand at 12 years old to building the Xilinx Corporate Briefing Center Program from scratch were based on her eagerness to continuously learn, be innovative, deliver quality and exceed expectations. Making customers feel important comes from understanding their challenges, finding solutions and building trust. Darby thrives on creating memorable experiences for customers, intentionally defining each interaction along their journey. It matters! Darby enjoys applying her 24+ years of experience helping fellow briefing industry colleagues simplify their lives with best practices discussed during these podcast episode conversions with industry thought leaders.Guest Co-HostCrystal Waldoch, Global Experience & Engagement Strategy, Rockwell AutomationCrystal’s superpower is in creating meaningful, lasting impressions for her customers by designing curated journeys rooted in human-centered and behavioral design thinking. By deeply understanding her audience’s needs, emotions, and decision-making drivers, she crafts experiences that feel personal, thoughtful, and impactful. Every touchpoint is intentionally shaped to build trust, foster engagement, and strengthen the relationship over time. Her goal is to turn every interaction into a moment that not only resonates, but inspires loyalty and connection.
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    1 h et 29 min
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