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The CX Live!

The CX Live!

著者： 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! マネジメント マネジメント・リーダーシップ 経済学
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  • 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
    2026/08/25
    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 時間 29 分
  • The CXLive! Episode 99: Russ Fowler: Leadership, Legacy and Lessons Learned

    The CXLive! Episode 99: Russ Fowler: Leadership, Legacy and Lessons Learned
    2026/07/23

    This month’s CXLive! episode features an inspiring conversation with one of the true legends of the customer engagement and briefing industry: Russ Fowler, Vice President of Marketing Environments at Derse.

    From his first role in experience design to more than three decades of shaping unforgettable brand experiences, Russ reflects on the defining moments, lessons, and leadership principles that have guided his remarkable 32-year career. He shares his perspective on how both briefing programs and live events have evolved, offers practical strategies for elevating customer engagement programs, and discusses how teams can demonstrate value and secure future investment.

    Throughout our conversation, Russ’s passion for people shines through. He speaks with genuine appreciation for the GACEP community that has helped shape the industry and for his Derse family, where his visionary leadership, mentorship, and commitment to excellence have left a lasting legacy. Whether you're new to the field or a seasoned professional, this episode is filled with timeless insights from a man who has helped define what exceptional customer experiences look like.

    Highlights

    • Learnings from early job experiences
      • Building diverse teams and expanding portfolios
      • Storytelling across venues and industries
    • Tradeshows and Events - the power of meeting face to face
      • Using architecture and physical graphics
      • Human storytelling, building trust and closing deals
    • Reflections on the Derse family and culture
      • DOTS - Derse Old Timers - 10+ years and annual dinners
      • Russ 32 years, Susan 35 years, Pete 20+ years, Brad 20+ years
    • Briefing Programs and Events
      • Similarities, differences and latest trends
    • ABPM / GACEP Community
      • Professional, non-selling org, strong emotional connections
      • Derse First Impressions & Newcomer orientation
    • Elevation of the briefing and events programs
      • ‘Funding Strategies’ for long term impact
      • ROI to justify investment
    • New Derse HQ Opening and Russ’s Upcoming Adventure

    Resources

    • “A World Appears: A Journey into Consciousness” - Michael Pollan
    • “Four Points of a Compass” - Jerry Brotton
    • “The Best Strangers in the World” - Ari Shapiro
    • “Unruly Places: Lost Spaces, Secret Cities, and other Inscrutable Geographies” - Alastair Bonnett

    Guest Thought Leader

    Russ Fowler, Vice President of Marketing Environments, Derse

    Over 32 years Russ has helped global brands create immersive customer experiences through exhibits, experience centers, branded environments, and live events. He has helped expand the agency's capabilities beyond trade shows and championed the philosophy of "accountable creative". An active industry leader, Russ served on the GACEP board and is a frequent session leader. His contributions have earned multiple EXHIBITOR Design Awards, an EX Award, and the 2006 EDPA Designer of the Year honor.

    Most recently Russ earned the 2026 GACEP President's Service Award recognizing more than three decades of leadership and service. To quote Elizabeth Simpson, President of GACEP, ‘his sessions and workshops have become must-attend events: creative, brilliant and always leaving people thinking differently than when they walked in.’ She continues, ‘It’s leaders like Russ who make GACEP not just an organization, but a community worth belonging to.’
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    1 時間 3 分
  • The CXLive! Episode 98: The Insight Flywheel: Making EBC Conversations Count in The Age of AI with Dmitry Risukhin

    The CXLive! Episode 98: The Insight Flywheel: Making EBC Conversations Count in The Age of AI with Dmitry Risukhin
    2026/06/16
    Our first episode of the summer is an 'insightful' conversation with Dmitry Risukhin, a builder of world-class executive engagement programs at companies including Microsoft, AWS, F5, and T-Mobile. Dmitry explains why, as AI, LLMs, and speech-to-text eliminate traditional barriers to capturing customer feedback, the true differentiator is contextual listening; understanding what matters, why it matters, and how to turn insights into action. He emphasizes that collecting feedback without routing it for action is simply filing, underscoring the need for closed-loop systems that drive accountability. Dmitry also explores why effective customer listening starts not with data, but with business leaders committed to acting on what customers say. Tune in as he shares the Insight Flywheel, the current state of customer listening, and where it's headed next.HighlightsRecognizing the value of briefing conversations (Microsoft + McDonald’s example)Right insight reached the right person at the right timeFlywheel Introduction: more than collecting VOCCapture, synthesis, routing and back to the businessOnly works when all parts turn togetherAmazon Flywheel ConceptSolving problems with systems F5 Aspire Manual System Early AI Adoption Scenarios Aspire: 3 weeks, 10 parallel tracks, 78 customer accounts, 90 partner accounts, 550+ attendees, 12 C-Level executives, 43 VPs and above53 Ambassadors trained to listen in a specific way, understand context Results including 1407 insights that shaped product decisionsT-Mobile: Using Tech and AI, Gaps RemainBriefingSource, CoPilot, ChatGPT Aggregate, generate summaries and Insights Doc in BriefingSource field for retrieval 2 Gaps: Briefing Managers curating AI processed insights not necessarily experts in the customers needs or T-Mobile solutionsNo organizational mechanism to systematically act on what was captured Honest framing: Listening competency remains scarce Knowing what to listen for, why it matters, discipline to close the loopFuture: Programs must solve the routing problemOwnership of insights collected, what decisions they are connected to, how does the loop close back to the customerAdvice for leaders starting fresh: measurement model first ResourcesDmitry’s GACEP Aspire to Innovate Presentation Amazon Flywheel Strategy ‘Crossing the Chasm’ by Geoffrey Moore ‘Good to Great’ by Jim Collins BriefingSource - Retrieval platform Qualtrics - F5 insight capture form Guest Thought LeaderDmitry Risukhin, a builder of world-class executive engagement programs across some of technology's most iconic companies, including Microsoft, AWS, F5, and T-Mobile. Find more at dmitryrisukhin.comDmitry is a customer engagement leader whose career has moved through three lanes of enterprise technology: writing code professionally since the age of 16, running enterprise IT, and building executive briefing programs. A builder by nature, Dmitry combines strategic vision with operational execution, whether launching programs from scratch, securing capital for world-class facilities, or running self-hosted AI models in his home lab. Today he is focused on helping companies build the executive engagement infrastructure that accelerates enterprise technology adoption.
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    1 時間 6 分
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