Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
Wed, 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
Chapter 1: What makes this episode different?
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.
Chapter 2: What insights did Lauren Wood gain from 75+ episodes?
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.
Chapter 3: Who is Lacey Peace and what is her background?
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.
Chapter 4: How can storytelling enhance customer experience?
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.
Chapter 5: What role does AI play in customer experience strategies?
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.
Chapter 6: How do leadership and employee experience drive CX?
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.
Chapter 7: What actionable CX takeaways can B2B businesses implement?
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.
Chapter 8: What new topics will Lacey explore as the host?
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.
And we've created 675 plus pieces of content from this show alone. So Lauren, like massive kudos to you. I'm surprised you haven't lost your voice, to be honest, without how many episodes you've been hosting.
Oh, I love it so much. And I think that just as I'm hearing that, you know, when we started the show, customer experience, like it was kind of a question mark of like, is this a show that people are going to be interested in? Like it's a passion for myself and you and the team at Salesforce. Like we all are obsessed with the topic and we know that people are obsessed with the
at least for me, I see talked about that often. And I really wanted to make this show something that puts the concept of customer experience on a stage because it's so important and it's at the root of every business, whether we want to acknowledge it or not, our customer experience is ultimately where we build trust with a customer and we build lifetime value with a customer.
It all comes down to the experience. And so I'm so grateful to have had the opportunity to really build talk about this at length, as you just shared, and really see all the different perspectives and pieces of insights and lessons that these incredible leaders we've had on the show have learned. Thank you again for the opportunity. And I'm so excited for what is to come next.
Well, you've really flipped this on its head, right? A lot of people think of customer experience as the end point, right? It's something that we build out this thing and then, oh, customer experience happens by default. But what you've done is put it front and center, center stage, as you said, right? Where we are... saying that customer experience should be the first part of our conversation.
And then what we build gets to be built around what that is, that experience is I want to create. So I think it's been, it's something that's been needed. And yeah, I'm just really, really grateful that I get to continue this.
Lacey, I would love to give the audience an opportunity to get to know you a little better. And so my question for you is what first drew you to the concept of customer experience and acknowledging that customer experience involves the brand, it involves conversations. What is interesting to you?
For me, it wasn't even customer experience at first. At least I didn't know to call it that. So whenever I was young, I was obsessed with stories and what stories people could craft. This could be fiction, nonfiction, or even the story that I felt when I would travel somewhere.
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