Experts of Experience

What do a superhero named Captain Rochester, a bold business trip to Brazil, and AI-powered sales have in common?  

Lacey sits down with Colin Strother, Executive Vice President at Rochester Electronics, to explore how a human-first approach is transforming digital transformation. Colin shares his leadership philosophy around shifting from traditional B2B to P2P — person-to-person — emphasizing the power of authentic customer relationships in a global, tech-driven landscape.  

From AI agents and guided selling to hyper-personalization and seamless cross-functional collaboration, Colin details how Rochester is building scalable, trust-centered systems that keep people at the core. Tune in to hear how decades of leadership, a global outlook, and a bold trip to Brazil helped shape Rochester’s future… and why the real key to innovation might be as simple as staying human in a high-tech world.

Key Moments:  

00:00: P2P, Global CX, and Hyper-Personalization at Scale

05:55 Introducing Colin Strother, EVP at Rochester Electronics

09:55 Keys to Global Customer Engagement

14:07 Implementing P2P and Unified Commerce

19:47 AI and Digital Transformation at Rochester

36:34 Building Trust in Change Management

39:41 Adopting Slack for Business Efficiency

45:48 Navigating Data Integration  

53:14 Hyper-Personalization at Scale

01:01:26 Leadership and Authenticity at Rochester Electronics

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CitizenM’s CXO, CDO, and CPO (yes… all three!), Casper Overbeek, joins Lacey to reveal how one of the world’s most innovative hotel brands uses technology to empower people — not replace them. From launching a wildly successful paid loyalty program to redesigning customer journeys with AI and real-time feedback, Casper shares how CitizenM is redefining modern hospitality. Plus, he talks about their recent acquisition by Marriott, how a Slack-integrated feedback loop transformed their ops, and the loyalty that lives beyond points: the subscription model that works.

Hit that like, subscribe, and tap the bell to stay up to date on visionary customer experience leaders.

Key Moments:  

00:00 Introduction to Casper Overbeek, citizenM Hotels

03:46 Citizen M's Unique Approach to Customer Experience

04:20 A Unique Loyalty Program and Digital Experience

12:52 Marriott Acquisition and Future Plans

34:27 The Importance of Human Connection in Hospitality

37:58 The Role of Feedback in Improving Services

41:22 Integrating AI in Hospitality

45:48 The Future of Customer Experience with AI

51:57 Balancing Technology and Human Touch

53:29 What's Next for citizenM?

55:42 Lightning Round and Experiences as a Customer

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Mission.org is a media studio producing content alongside world-class clients.
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What happens to marketing when AI controls the entire purchase funnel?

Steven Van Belleghem, global CX thought leader, keynote speaker, and author, joins us to unpack how AI isn’t just changing workflows, it’s rapidly  transforming customer decision-making itself.

Uncover how customer expectations are shifting, how brands can prepare for AI-powered shopping assistants, and why the brands of the future must be search-visible, review-backed, and emotionally resonant. Steven warns that most companies are only focused on internal AI efficiencies… while ignoring how customer journeys are being upended in real time.

We also explore his framework for “The Offer You Can’t Refuse,” why authenticity is overrated, and what a 1% human experience should look like when everything else is automated. If you're a CX leader, marketer, or executive wondering what to do when the funnel disappears and your customers outsource their decisions to algorithms—this is the conversation you can't afford to miss.

Key Moments:

00:00 The Rise of LLMs in Search and Their Impact

04:29 Introducing Steven Van Belleghem, CX Expert, Author, and Keynote Speaker

07:22 Steven's Journey: From Family Business to AI Expert

13:22 The Future of AI in Customer Experience and Branding

34:55 Steven’s Four Pillars of Success

37:26 Examples of European Companies Excelling in Customer Experience

40:12 The Power of Small Changes in Customer Experience

46:51 Authenticity vs. Artificial Experiences

51:49 The Impact of AI on Customer Experience

55:10 Leadership's Role in Customer-Centric Culture

01:02:06 Lightning Round: Steven’s Personal Inspirations and Advice

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Think cybersecurity is just an IT issue? Think again. Eden Data founder & CEO, Taylor Hersom, joins us to expose how security is no longer just about avoiding breaches — it's a powerful tool for building customer trust, boosting sales, and standing out in a crowded market.

He shares why smart companies are making cybersecurity part of the brand conversation and how marketing and CX leaders can leverage security to win hearts (and wallets). We also dig into the uncomfortable truth that most data breaches aren’t the work of sophisticated hackers — they’re caused by everyday human mistakes.

From the surprising details behind the Coinbase breach to the silent risks of AI misuse, Taylor pulls back the curtain on what’s really threatening your customer experience. If you think your team is in the clear, this episode might change your mind.

Key Moments:

00:00 Who is Taylor Hersom, Founder & CEO of Eden Data?

04:39 Taylor's Journey to Cybersecurity

07:49 Building & Scaling Eden Data

29:53 Current Cybersecurity Threats

39:20 Client Engagement and Cybersecurity as a Sales Strategy

45:56 Cybersecurity Training and Human Error

47:54 Leveraging AI in Cybersecurity

50:32 Future Threats and Everyday Security Tips

57:43 Recovering Trust After a Data Breach

59:35 Building a Culture of Cybersecurity

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What if the secret to standout marketing wasn’t found in a campaign, but in a customer service moment?

Lacey Peace sits down with Geoff Ramm — international keynote speaker and author of Celebrity Service — to explore how the best marketing tomorrow starts with exceptional service today.

From Jedi-costumed taxi drivers to viral hospitality wins, Geoff shares real-world stories that reveal how unexpected, personalized touches can elevate a brand beyond "five-star service" into unforgettable.

But Geoff doesn’t just inspire — he equips. Learn his five-word strategy for creating a culture of “celebrity service,” how a spontaneous question on stage sparked a 20-year philosophy, and why AI should handle the mundane so your team can deliver the magical.

Key Moments:

01:19: How Marriott Turned a Lost Toy Into a Viral CX Win

05:15: Meet Geoff Ramm: The Mind Behind “Celebrity Service”

14:48: Where “Celebrity Service” Began: A Moment That Changed Everything

27:47: How to Implement Celebrity-Level Customer Experience

29:22: Why Most CX Fails: The Time Commitment Gap

30:18: Designing a Visual Space That Fuels CX Innovation

32:44: The 120-Second Challenge: A Proven Method for Fresh CX Ideas

37:16: From Brainstorm to Buy-In: Turning Ideas Into Action

38:12: Driving Team Engagement Through Recognition & Ownership

40:03: CX That Converts: Case Studies from Avon, IHG & More

54:25: Personalized CX That Sticks: Geoff’s Most Powerful Stories

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Mission.org is a media studio producing content alongside world-class clients.
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Is your customer experience too easy? According to Dr. Joseph Michelli — psychologist, author of 13 books, and consultant to brands like Starbucks, Mercedes-Benz, and Ritz-Carlton — that could actually be the problem. 

Dr. Joseph Michelli joins Lacey to dismantle the myth of “effortless” CX and make the bold claim: CX might not survive unless we get a lot more human… and a little more emotional.

Want your customers to care? They need to struggle (just a little). Want your team to win with AI? Teach your bots emotional intelligence. Deep, funny, a little existential — this conversation is for CX pros, tech optimists, and anyone who’s ever asked, "Wait… did that chatbot just gaslight me?"

Tune in to hear why Joseph says, “All business is personal,” and what brands must do now to build human connection at scale.

• 00:00 Customer Effort vs. Ease, AI in CX, & Introducing Dr. Joseph Michelli
• 05:10 From Psychology to Business Consulting
• 10:59 The Art and Science of Customer Experience
• 24:04 The Balance Between Effort and Ease
• 39:35 The Service Recovery Paradox
• 40:03 Handling Friction in Customer Relationships
• 42:34 Generational Differences in Technology Adoption
• 46:41 Emotional Intelligence in AI Interactions
• 01:11:32 Impressive CX & Key Advice for CX Leaders

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Mission.org is a media studio producing content alongside world-class clients.
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“Brand is the promise, the experience is the reality.” 

This week, Lacey Peace sits down with Abhii Parakh, Head of Customer Experience at Prudential Financial, to unpack exactly how the 150 year old legacy brand created a scalable culture of empathy, innovation, and action. 

From defining what CX really means to implementing belief-driven rituals and artifacts, Abhii shares a behind-the-scenes look at Prudential’s remarkable shift.

You’ll hear how Prudential turned feedback from a single paper-fatigued customer into a multi-year digital transformation, why they built a champion network of 100+ internal customer advocates, and how they're blending human insight with emerging AI technologies to drive predictive customer experiences. This isn’t about generic platitudes — it’s about measurable change, internal momentum, and leadership buy-in.

If you're leading CX at scale, battling organizational silos, or just wondering how to make customer experience more than a department, this is the episode you’ve been waiting for. Subscribe for more insider conversations with the most customer-obsessed minds in business.

 

• 00:00 Who is Abhii Parakh, CSM at Prudential?
• 04:56 Building a Customer-Centric Culture
• 10:19 Scaling Customer Experience Globally
• 13:58 Three Elements of Culture: Artifacts, Rituals & Beliefs
• 28:05 Impact of Predictive Analytics & Debunking NPS
• 35:22 Adopting AI at Prudential: Challenges, Success & Predictions
• 45:23 The Difference Between Generative AI & Agentic AI 
• 50:27 Future of AI and Ethical Considerations

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Mission.org is a media studio producing content alongside world-class clients.
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What happens when a marketing leader decides to halt 90% of content output? For Ben Taylor, Director of Revenue Marketing and Customer Journeys at Cisco, it wasn’t a gamble—it was a strategy.

In this refreshingly candid episode, Ben makes the case that content marketing is (and should be) dead and explains how empathy mapping, design thinking, and intentional "awkward silence" amongst his marketing & CX teams have become his new north star.

We dive into how Ben transformed Cisco’s approach to customer experience by prioritizing deep understanding over high-volume output — and saw 5x pipeline growth as a result. From redefining how marketing supports sales to slowing down in order to speed up, this episode challenges everything you thought you knew about B2B engagement. If you’re tired of creating content for content’s sake, this one’s your permission slip to stop, rethink, and rebuild.

Key Moments:

00:00 How Cisco's Ben Taylor Is Redefining Customer Experience

03:17 Why Marketing Is Core to the Entire Customer Journey

07:23 Content Marketing Is Dead: Here’s What Works Instead

13:25 How Design Thinking Transformed Cisco’s Marketing

29:36 Can AI Be Empathetic? The Real Challenge in CX Automation

36:23 Using Empathy Mapping to Build Better B2B Campaigns

38:19 Agile Marketing: Faster Cycles, Smarter Strategy

45:34 Hiring for Fit: Why Empathy Matters More Than Pedigree

52:15 The Emotional Core of Customer Experience Strategy

01:01:56 Breaking Silos: Aligning Marketing, Sales & Success

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Mission.org is a media studio producing content alongside world-class clients.
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What does it really take to build an AI-powered customer experience from the ground up?

Lacey Peace sits down with Katie Bianchi, Chief Customer Officer at Palo Alto Networks, to unpack how her team rebuilt support systems for the AI era — eliminating handoffs, reducing resolution time by over 40%, and transforming how their teams work.

Katie walks through their phased AI implementation strategy, from data unification and process re-architecture to training internal copilots capable of diagnosing the most complex cases. She shares why tight alignment between product, IT, and customer success is now a non-negotiable, and how empowering frontline employees to lead experimentation created real transformation.

Plus, Katie gets candid about what she would’ve done differently, why NPS might be obsolete, and how AI is becoming the operating system for work itself. Whether you're navigating digital transformation or trying to unite siloed teams, this episode offers a clear, tactical, and deeply human roadmap to scaling customer experience in the age of AI.
 

Key Moments:

00:00 Meet AI-Expert Katie Bianchi, CCO at Palo Alto Networks

01:31 Why Dirty Data Is Killing Your AI Strategy

02:46 AI Adoption Starts with Empowered Employees

06:49 Joining a Cybersecurity Giant During Peak Disruption

08:41 Step-by-Step: How Palo Alto Networks Rolled Out AI

14:17 Building a Culture of Rapid Experimentation

21:50 What AI Agents Can Do in Tech Support Right Now

23:12 What We’d Do Differently: Lessons from the Frontlines of AI

25:47 End-to-End Automation: Connecting Pre- and Post-Sales

27:38 Smarter CX: Turning Data Into Actionable Insights

36:41 Rethinking Metrics: How to Measure AI’s Real Impact

39:17 From Reactive to Proactive: Real AI Customer Wins

41:26 AI as Your New Operating System: What’s Next

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Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org

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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. 

• 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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Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org

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