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 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!

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The CX Live!

The CX Live! Episode 93: The Resilience Roadmap: Driving the Boat, Not Focusing on the River with Spencer Waldron

January 14, 2026

In our first episode of 2026, Spencer Waldron, CEO of Cenrox, shares a deeply personal story that led him to uncover ways of managing difficult situations with new behaviors and choices. He walks through many elements that contributed to creating his Resilience Roadmap. From understanding neuroscience and the power of our eight emotions to identifying new habits that offer self care that we need in challenging situations, Spencer offers ways to navigate these situations, i.e. driving our boat while not focusing on the river. He also reinforces the fact that resiliency is not about having it all together. It’s about moving forward anyways and making a daily impact. As he says, ‘we are capable of handling more than we think we can’.

Highlights

Neuroscience and Emotions
- Thousands of ‘Feelings’, only 8 ‘Emotions’ which are physical
- 5 are negative, 2 are attachments: Love/Trust and Joy/Excitement
- Only 1 other emotion can flip negative to positive
- Offer ‘Surprise’ early in presentation to establish emotional attachment
- Aristotle: Emotion + Trust = Persuasion
Think of presenting as a gift = ‘a present’
Resiliency from Spencer’s son’s accident
- Buddhist book: ‘Living a Life With Heart’
  - The river: cannot control where it goes
  - The boat: control what you do
  - In each situation, ask yourself, “Is it the River or Boat?”
The Resilience Roadmap
- Resilience is a choice
- Steps taken to get through - not about perfection, self care and daily impact
- Put yourself in challenging situations
PTSD & Psychological Safety
- Remove from the trauma (i.e. at work: operationalize, relationships, self care)
Comedy Improv Example
- Challenging, humor and a form of therapy

Resources

Guest Thought Leader

Spencer Waldron, CEO, Cenrox

As the founder of Cenrox, Spencer helps people show up as the best version of themselves when it matters most. He’s best known for his work in Conversational Presenting, helping leaders and teams move away from one-way slide decks and toward clearer, more engaging, audience-led conversations.

Spencer’s work isn’t just based on theory or technique. In the past year, his perspective on communication and leadership has been shaped by navigating a serious family crisis, which led him to explore what resilience really looks like under pressure.

Today, he brings those lessons into his work with organisations, combining clarity, presence, and human connection in high-stakes moments. He’s also a LinkedIn Learning instructor, a TEDx speaker, and a student of improv comedy.