How to Lead Change Without Losing Your Mind (or Team)

How do you lead organizational transformation when AI is moving faster than your roadmap can keep up?   Carlie Bissler, a product leader at McKesson, breaks down what it takes to guide large enterprises through change in the age of AI. From building trust and authenticity as a leader to shifting from "change management" to "change leadership," Carlie shares pragmatic advice for preparing your teams — and yourself — for the unknown.   She also gets real about fear in the workplace, the shame some still feel about using AI tools, and why the best CX transformations start on the inside. If you're navigating the messy middle of enterprise innovation, this episode is your blueprint for embracing agility, empowering your people, and staying human in an increasingly automated world. Key Moments:   00:00 Change Leadership, Innovation, and AI04:46 Who is Carlie Bislser of McKesson?06:13 The Role of Psychology in Leadership14:20 Navigating Organizational Transformation18:33 Embracing AI and Building Trust29:12 The Growing Fear of AI in the Workplace34:32 The Shift from AI as a Cost Center to an Asset38:03 Mentorship and Community43:13 Preparing for AI-Driven Transformation45:43 The Human Touch in Customer Experience50:57 Lightning Round: Quick Insights & Advice –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

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 Scale05:55 Introducing Colin Strother, EVP at Rochester Electronics09:55 Keys to Global Customer Engagement14:07 Implementing P2P and Unified Commerce19:47 AI and Digital Transformation at Rochester36:34 Building Trust in Change Management39:41 Adopting Slack for Business Efficiency45:48 Navigating Data Integration  53:14 Hyper-Personalization at Scale01:01:26 Leadership and Authenticity at Rochester Electronics –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

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 Hotels03:46 Citizen M's Unique Approach to Customer Experience04:20 A Unique Loyalty Program and Digital Experience12:52 Marriott Acquisition and Future Plans34:27 The Importance of Human Connection in Hospitality37:58 The Role of Feedback in Improving Services41:22 Integrating AI in Hospitality45:48 The Future of Customer Experience with AI51:57 Balancing Technology and Human Touch53:29 What's Next for citizenM?55:42 Lightning Round and Experiences as a Customer –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

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 Impact04:29 Introducing Steven Van Belleghem, CX Expert, Author, and Keynote Speaker07:22 Steven's Journey: From Family Business to AI Expert13:22 The Future of AI in Customer Experience and Branding34:55 Steven’s Four Pillars of Success37:26 Examples of European Companies Excelling in Customer Experience40:12 The Power of Small Changes in Customer Experience46:51 Authenticity vs. Artificial Experiences51:49 The Impact of AI on Customer Experience55:10 Leadership's Role in Customer-Centric Culture01:02:06 Lightning Round: Steven’s Personal Inspirations and Advice –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

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 Cybersecurity07:49 Building & Scaling Eden Data29:53 Current Cybersecurity Threats39:20 Client Engagement and Cybersecurity as a Sales Strategy45:56 Cybersecurity Training and Human Error47:54 Leveraging AI in Cybersecurity50:32 Future Threats and Everyday Security Tips57:43 Recovering Trust After a Data Breach59:35 Building a Culture of Cybersecurity –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

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 Win05:15: Meet Geoff Ramm: The Mind Behind “Celebrity Service”14:48: Where “Celebrity Service” Began: A Moment That Changed Everything27:47: How to Implement Celebrity-Level Customer Experience29:22: Why Most CX Fails: The Time Commitment Gap30:18: Designing a Visual Space That Fuels CX Innovation32:44: The 120-Second Challenge: A Proven Method for Fresh CX Ideas37:16: From Brainstorm to Buy-In: Turning Ideas Into Action38:12: Driving Team Engagement Through Recognition & Ownership40:03: CX That Converts: Case Studies from Avon, IHG & More54:25: Personalized CX That Sticks: Geoff’s Most Powerful Stories –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

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.Key Moments: 00:00 Customer Effort vs. Ease, AI in CX, & Introducing Dr. Joseph Michelli05:10 From Psychology to Business Consulting10:59 The Art and Science of Customer Experience24:04 The Balance Between Effort and Ease39:35 The Service Recovery Paradox40:03 Handling Friction in Customer Relationships42:34 Generational Differences in Technology Adoption46:41 Emotional Intelligence in AI Interactions01:11:32 Impressive CX & Key Advice for CX Leaders –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

“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. Key Moments:  00:00 Who is Abhii Parakh, CSM at Prudential?04:56 Building a Customer-Centric Culture10:19 Scaling Customer Experience Globally13:58 Three Elements of Culture: Artifacts, Rituals & Beliefs28:05 Impact of Predictive Analytics & Debunking NPS35:22 Adopting AI at Prudential: Challenges, Success & Predictions45:23 The Difference Between Generative AI & Agentic AI 50:27 Future of AI and Ethical Considerations –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

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 Experience03:17 Why Marketing Is Core to the Entire Customer Journey07:23 Content Marketing Is Dead: Here’s What Works Instead13:25 How Design Thinking Transformed Cisco’s Marketing29:36 Can AI Be Empathetic? The Real Challenge in CX Automation36:23 Using Empathy Mapping to Build Better B2B Campaigns38:19 Agile Marketing: Faster Cycles, Smarter Strategy45:34 Hiring for Fit: Why Empathy Matters More Than Pedigree52:15 The Emotional Core of Customer Experience Strategy01:01:56 Breaking Silos: Aligning Marketing, Sales & Success –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

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 Networks01:31 Why Dirty Data Is Killing Your AI Strategy02:46 AI Adoption Starts with Empowered Employees06:49 Joining a Cybersecurity Giant During Peak Disruption08:41 Step-by-Step: How Palo Alto Networks Rolled Out AI14:17 Building a Culture of Rapid Experimentation21:50 What AI Agents Can Do in Tech Support Right Now23:12 What We’d Do Differently: Lessons from the Frontlines of AI25:47 End-to-End Automation: Connecting Pre- and Post-Sales27:38 Smarter CX: Turning Data Into Actionable Insights36:41 Rethinking Metrics: How to Measure AI’s Real Impact39:17 From Reactive to Proactive: Real AI Customer Wins41:26 AI as Your New Operating System: What’s Next  –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