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The CX Live!Author: The CX Live!
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 well explore a new topic or trend that impacts customer experience, employee engagement, digitization and moreWere unfiltered. Were authentic. Were having a conversation join in! Language: en-us Genres: Business, Management, Technology Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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The CXLive! Episode 102: The Human Advantage in an AI World: Designing Experiences People Feel and Remember with Crystal Waldoch
Friday, 30 October, 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.
