Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.

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 Host
• 00:42: Lessons from 75+ CX Interviews: Lauren Wood’s Farewell Insights
• 01:42: Meet Lacey Peace: New Host with 45M+ Podcast Listener Reach
• 02:41: Building Brand Trust Through Storytelling and Customer Journey Mapping
• 03:47: Why Customer Experience Strategy Belongs to Every Business Function
• 07:32: The Role of AI in Scaling B2B Customer Experience and Success Operations
• 14:54: Empowering Teams: How Leadership and Employee Experience Drive CX
• 18:46: B2B Lightning Round: Actionable CX Takeaways for Marketing, Product, and IT

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