We're sunsetting PodQuest on 2025-07-28. Thank you for your support!
Export Podcast Subscriptions
cover of episode Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.

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

2025/4/23
logo of podcast Experts of Experience

Experts of Experience
AI Deep Dive AI Chapters Transcript
People
L
Lacey Peace
L
Lauren Wood
Topics
Lauren Wood: 我主持了75多集的《Experts of Experience》播客，积累了丰富的客户体验方面的知识，并与众多行业领袖进行了深入的交流。我深刻体会到，客户体验不仅仅是部门或职能，更是一种思维模式，需要领导者从自身做起，营造积极的工作氛围，从而提升员工体验，最终改善客户体验。AI正在彻底改变客户体验，它能够帮助企业更好地理解客户需求，提高效率，但同时也要注重保持人情味。 在与众多嘉宾的访谈中，我总结出三个重要的经验教训：第一，客户体验是一种思维模式，贯穿于整个企业；第二，卓越的客户体验离不开卓越的员工体验；第三，领导力是关键，领导者需要营造积极的工作氛围，才能提升员工和客户的体验。 我最近一次印象深刻的品牌体验是在洛杉矶一家名为Petit Hermitage的酒店，他们不仅提供了优质的服务，还通过手写信件表达了对我的生日祝福，这种人情味令我感动。 Lacey Peace: 我将接任《Experts of Experience》播客的主持人，我从小就痴迷于故事，这与客户体验息息相关。我将继续探讨AI对客户体验和员工体验的影响，并邀请更多不同规模和行业的企业领导者分享他们的经验。 我非常关注AI对数字员工队伍的影响，以及如何利用AI提升员工效率和体验。同时，我也会关注如何将AI与人性化服务相结合，让客户感受到品牌的温度。 未来，我将邀请更多不同规模的企业和各部门的领导者，探讨如何将客户体验融入到企业的各个方面，因为客户体验是每个人的工作。

Deep Dive

Chapters
Lauren Wood, the original host, bids farewell after 75+ episodes and millions of downloads, handing the mic to Lacey Peace. Lacey, from Mission.org, brings extensive podcast experience and a passion for storytelling to the show.
  • Lauren Wood's farewell as host
  • Lacey Peace's introduction as new host
  • Experts of Experience podcast milestones: 75+ episodes, 2.5M+ downloads

Shownotes Transcript

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

–

*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)