Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
23 Apr 2025
This episode’s a little different — and kind of emotional. Lauren Wood, our incredible host since day one, is passing the mic to the amazing Lacey Peace. Before she signs off, Lauren reflects on the wild ride: 75+ episodes, millions of downloads, and countless insights about CX, AI, and leadership. Lacey, who’s helped produce over 35 shows and reach 45+ million listeners as part of the Mission.org team, shares what drew her to the show (hint: she’s a storytelling nerd in the best way) and what she’s excited to explore next — from small business CX wins to how AI is quietly reshaping the employee experience. It’s a thoughtful, fun, and inspiring handoff that sets the stage for a bold new chapter. Tune in to discover the incoming shifts in the show’s guests, topics, segments, and more. Key Moments: 00:00: Passing the Mic to a New Host00:42: Lessons from 75+ CX Interviews: Lauren Wood’s Farewell Insights01:42: Meet Lacey Peace: New Host with 45M+ Podcast Listener Reach02:41: Building Brand Trust Through Storytelling and Customer Journey Mapping03:47: Why Customer Experience Strategy Belongs to Every Business Function07:32: The Role of AI in Scaling B2B Customer Experience and Success Operations14:54: Empowering Teams: How Leadership and Employee Experience Drive CX18:46: B2B Lightning Round: Actionable CX Takeaways for Marketing, Product, and IT –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
Full Episode
Today, we have a little bit of a different episode for you. I'm going to be passing it off to a wonderful new host, Lacey Peace, who has been in the podcast world for quite some time.
I've just been obsessed with storytelling from as young as I can remember. And it wasn't until very recently that I started to realize that this was translating into what we call customer experience. That at the basis of every single brand experience is a story you're trying to tell for your customer.
So Lacey, what types of guests can the audience expect moving forward? Hello, everyone, and welcome back to Experts of Experience. I'm your host, Lauren Wood. This will be my last episode as the host of Experts of Experience, and I'm going to be passing it off to a wonderful new host, which I'm going to introduce to you in just a moment.
And before I do, I just wanted to say this show has been an incredible, incredible gift to me in enabling me to dive deep into the world of customer experience, far deeper than I have ever gone before, and speaking to some incredible guests.
to really illuminate not only what is customer experience in terms of a department or a function, but really how can leaders live and breathe a customer experience mindset that truly creates meaningful connection with their customers, no matter the type of business. It has been truly my greatest pleasure to host this show, and I am so excited for it to take its next phase.
And so today we are going to introduce you to our new host, Lacey Pease. who has been in the podcast world for quite some time, helping to create over 35 shows and reach over 45 million listeners as a part of the Mission.org team. And for those of you who may not know what Mission is, it is a media network that produces incredible podcasts. Go and take a look at the other shows that they produce.
Lacey is the perfect person to... take the stage with this show because she has been in deep with how brands can truly position themselves authentically to their audience, which as we all know, is a key element to a great customer experience. And Lacey also manages the relationships between Mission and all of their brands. So she knows the deal. Lacey, it is so great to have you.
Thank you so much, Lauren. What a fantastic introduction. And I really, really appreciate you handing this over. I feel like I can't live up to the legacy you've created for this show. I'm going to give you some quick numbers before we keep going. And I told you at the beginning that I wanted to surprise you with these numbers because I think you might be a little blown away.
I have the luxury of working behind the scenes on this show for the last year and a half. And so I've been able to accumulate a little bit of data here. We've had 2.5 million plus downloads in the time that you have been here, Lauren. We've recorded more than 75 episodes. We've recorded more than 3,300 minutes of conversations with you. 3,300 minutes. Yes. Yes.
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