Episode 67: Obsessing About the Customer with Clarion Events North America CEO Liz Irving

"I spend a lot of time talking about customer obsession,” Liz Irving, CEO of Clarion Events North America, said in this episode of Trade Show Talk with host Danica Tormohlen.  

They discuss Irvings's extensive career in the exhibition industry—from her beginnings helping her father to her current role leading the fourth largest independent trade show company.  

She shares insights on Clarion’s approach to leadership, culture, digital transformation, and sustainability. She also highlights the importance of customer obsession, innovation, and meaningful experiences.  

Additionally, there's an update on the current state of the federal budget and tariffs from Tommy Goodwin of Exhibitions & Conferences Alliance. 

00:00 Introduction to Trade Show Talk 

00:28 Meet Liz Irving, CEO of Clarion Events North America 

01:23 Liz Irving's Early Career and Inspirations 

05:04 Liz Irving's Leadership Journey 

08:17 Clarion's Culture and Development Programs 

13:22 Strategic Acquisitions and Integrations 

16:37 Digital Innovation and AI at Clarion 

19:26 Industry Involvement and Leadership Insights 

23:45 Cion Cares: Giving Back to Communities 

24:39 Challenges in Sustainability 

25:31 Emerging Trends in Trade Shows 

27:25 Growth Strategies for North America 

29:33 Innovative Event Experiences 

30:30 Personal Insights and Fun Questions 

35:00 Advocacy Update with Tommy Goodwin 

42:40 Conclusion and Future Episodes 

This podcast is brought to you by Trade Show News Network and sponsored by Marriott 

Guest Bio: Liz Irving, CEO, Clarion Events North America  

Liz’s endless curiosity, desire for learning, and passion for building relationships infuse her responsibilities as the Chief Executive Officer of Clarion Events North America. With over 25 years of experience in the events industry, she has transformed businesses through her strategic vision, customer-centric approach, and dedication to deliver measurable commercial outcomes.  

In her current role, Liz oversees the strategic direction for Clarion's North American business, focusing on customer and behavioral insights, commercial effectiveness, digital platform development, and innovation. She collaborates with portfolio directors to identify growth opportunities that enhance existing events and develop new digital offerings. Liz's forward-thinking mindset ensures that both face-to-face and digital experiences evolve to deliver ever-increasing value for customers and communities.  

At the heart of Liz’s leadership is a commitment to fostering a culture of employee engagement, collaboration, and innovation. She has built an environment at Clarion that nurtures inclusivity, creativity, and continuous improvement, empowering teams to deliver exceptional outcomes for customers. Recognizing the importance of a thriving workplace culture, Liz prioritizes initiatives that inspire trust, encourage diverse perspectives, and drive shared success. Her efforts have made Clarion a destination for top talent and a hub for industry innovation.  

Liz’s passion for events began early, helping her father set up his local food distributor events. This hands-on experience sparked a lifelong interest in the industry. She later worked in roles with the Convention & Visitors Bureau during college before joining the corporate events world. Prior to Clarion, Liz spent 14 years at Reed Exhibitions in various marketing leadership roles, including overseeing the leading jewelry media brand, JCK.  

Liz earned her bachelor’s degree from Niagara University, a master’s degree from the University of New Haven, and a digital marketing certificate from Cornell University. She remains deeply connected to the industry, serving as the Chair of SISO’s Marketing Special Interest Group, a member of SISO’s Board of Directors and UFI- The Global Association of the Exhibition Industry Board of Directors. Liz is an active participant in the Women In Exhibitions Network North American Chapter and several Event Technology Advisory Boards.  

Outside of work, Liz is dedicated to her family and community. She volunteers with her sons’ sports teams, managing communications and events, and is proud to call Connecticut home, where she lives with her husband, two boys, two dogs, and a cat. 

Bio: Tommy Goodwin, Executive Vice President for the Exhibitions & Conferences Alliance

Tommy Goodwin is Executive Vice President for the Exhibitions & Conferences Alliance (ECA), the advocacy association for the business events industry. In this role, he leads ECA’s work on behalf of the interconnected ecosystem of exhibitors, event and meeting organizers, suppliers, venues, and destinations that comprise the global business events landscape.

Prior to joining ECA, Tommy spent more than 20 years leading social impact, member value, public affairs, and international engagement efforts for several globally recognized associations and corporations, including Oracle, AARP, and the Project Management Institute (PMI). Additionally, he was a research fellow at Harvard Business School focused on the international political and legal environment in which businesses and social enterprises operate.

Tommy has a B.B.A. from The George Washington University, an M.B.A. from Auburn University, and a Postgraduate Diploma in European Union Law from King’s College London. He also holds several certifications including a Project Management Professional from PMI, a Certified Meeting Planner from the Events Industry Council, and a Certified Association Executive from the American Society of Association Executives (ASAE).

Recognized by The Hill in its list of association "Top Lobbyists" every year since 2020, Tommy was also named a "Leading Association Lobbyist" by CEO Update/Association TRENDS in 2023. He has also been elected as a Fellow by ASAE (2022), named an "Association Innovation Leader" by DCA Live (2022), received the "Industry Support Award" from Trade Show News Network (2022), and recognized as an events industry "Changemaker" by MeetingsNet (2022).

Tommy currently serves on the advisory boards of Factum Global and The Iceberg. He is also a past president of the National Institute of Lobbying & Ethics and a past chair of ASAE’s Executive Management Professionals Advisory Council and Advocacy Council.

Bio: Podcast Host: Danica Tormohlen

An award-winning journalist who has covered the trade show industry since 1994, Danica Tormohlen is VP of Group Content, Meetings, Sports, Travel for Informa Connect. In her role, she oversees content for Trade Show News Network, Corporate Event News, BizBash and Connect's portfolio of in-person events. These leading media brands publish websites, newsletters, social media channels, video, podcasts and online and in-person programming for the trade show, corporate event, association meeting, experiential marketing and exhibition industries. 

Tormohlen currently serves as president of the Women in Exhibitions Network North America chapter. She has been a speaker and moderator at major industry events, including the TSNN Awards, IMEX, IAEE, SISO, UFI, ESCA, DI and Large Show Roundtable — to name a few.