Lacey Peace

Well, Lauren, I can't let you get off this microphone without asking you this question. What were the top lessons that you've learned in those 75 plus interviews?

Well, Lauren, I can't let you get off this microphone without asking you this question. What were the top lessons that you've learned in those 75 plus interviews?

Well, Lauren, I can't let you get off this microphone without asking you this question. What were the top lessons that you've learned in those 75 plus interviews?

I love that point you made about leadership being at the core of this, Lauren. I was speaking with an executive about this. Part of their AI implementation process was to basically... acknowledge that they don't know anything. And so can you imagine this table of C-suite leaders looking around at each other and saying, we don't know anything, how do we change that?

I love that point you made about leadership being at the core of this, Lauren. I was speaking with an executive about this. Part of their AI implementation process was to basically... acknowledge that they don't know anything. And so can you imagine this table of C-suite leaders looking around at each other and saying, we don't know anything, how do we change that?

I love that point you made about leadership being at the core of this, Lauren. I was speaking with an executive about this. Part of their AI implementation process was to basically... acknowledge that they don't know anything. And so can you imagine this table of C-suite leaders looking around at each other and saying, we don't know anything, how do we change that?

And how do they humble themselves from this position of, I've been an expert in my field for 20 years, and now I don't know anything. So I think I'm hearing that a lot from people across the board. I'm hearing it in IT, sales, marketing, et cetera. Everyone is saying the same thing, that you need to put on this cap of, I don't know anything, and I'm just completely rewriting the script.

And how do they humble themselves from this position of, I've been an expert in my field for 20 years, and now I don't know anything. So I think I'm hearing that a lot from people across the board. I'm hearing it in IT, sales, marketing, et cetera. Everyone is saying the same thing, that you need to put on this cap of, I don't know anything, and I'm just completely rewriting the script.

And how do they humble themselves from this position of, I've been an expert in my field for 20 years, and now I don't know anything. So I think I'm hearing that a lot from people across the board. I'm hearing it in IT, sales, marketing, et cetera. Everyone is saying the same thing, that you need to put on this cap of, I don't know anything, and I'm just completely rewriting the script.

I'm rewriting the playbook. In fact, the playbook is just going to be changing every day. So there is no playbook anymore. And it comes back to that leadership mindset that you've mentioned about how if the leader isn't willing to humbly say, Oh, I don't know what's happening or isn't willing to take full authentic ownership of the customer experience is failing. It's my fault.

I'm rewriting the playbook. In fact, the playbook is just going to be changing every day. So there is no playbook anymore. And it comes back to that leadership mindset that you've mentioned about how if the leader isn't willing to humbly say, Oh, I don't know what's happening or isn't willing to take full authentic ownership of the customer experience is failing. It's my fault.

I'm rewriting the playbook. In fact, the playbook is just going to be changing every day. So there is no playbook anymore. And it comes back to that leadership mindset that you've mentioned about how if the leader isn't willing to humbly say, Oh, I don't know what's happening or isn't willing to take full authentic ownership of the customer experience is failing. It's my fault.

I think that's where we start to see these gaps happen in how these organizations are implementing their new processes.

I think that's where we start to see these gaps happen in how these organizations are implementing their new processes.

I think that's where we start to see these gaps happen in how these organizations are implementing their new processes.

All right, Lauren, I've got something fun for you. We are going to do the lightning round, which I know you've done with every single guest up to this point. So we're putting you in the hot seat and asking you a few of the questions that you've asked guests in the past. The first question I want to ask is what piece of advice would you give any CLEX leader?

All right, Lauren, I've got something fun for you. We are going to do the lightning round, which I know you've done with every single guest up to this point. So we're putting you in the hot seat and asking you a few of the questions that you've asked guests in the past. The first question I want to ask is what piece of advice would you give any CLEX leader?

All right, Lauren, I've got something fun for you. We are going to do the lightning round, which I know you've done with every single guest up to this point. So we're putting you in the hot seat and asking you a few of the questions that you've asked guests in the past. The first question I want to ask is what piece of advice would you give any CLEX leader?

All right. This other last final question that you've asked every guest and I love hearing at the end of every episode is what's a recent experience you've had with a brand that left you impressed?

All right. This other last final question that you've asked every guest and I love hearing at the end of every episode is what's a recent experience you've had with a brand that left you impressed?