About this episode

The episode discusses critical blind spots in customer experience leadership that can lead to failure under pressure.

👉 NEW EPISODES COMING UP IN SEPTEMBER. Your NPS is solid. Your team knows the scripts. Last quarter's numbers looked good. Then your Senior CX Manager gives two weeks' notice. A customer complaint goes viral on LinkedIn. And the thing you built — suddenly doesn't hold. The CX you designed for normal Tuesdays breaks under real pressure. And here's what nobody tells you: You already know where it breaks. You've probably known for six months. What We Cover in This Episode Blind Spot #1 — Ownership: Can your team act to save a customer without waiting for approval? Blind Spot #2 — Measurement: Do your KPIs reward solving the problem — or only speed? Blind Spot #3 — Leadership Reality: When did you last go through your own customer journey as the customer? Why hero-dependent CX is a trap — and what systematized CX actually looks like "The thing that's broken is often the same thing keeping you alive right now. That's not a failure. That's the trap." Human or Hype? — This Week AI-powered CX diagnostic tools. They tell you a customer is at risk. But can they tell you why your escalation process has four unnecessary handoffs? Peggy's verdict. Red Flag / Green Flag — This Week 🚩 Adding…

People in this episode

Host: Peggy Amelung

Topics covered

• customer experience
• leadership
• measurement
• ownership
• customer journey
• diagnostic tools

Keywords

• NPS
• customer complaint
• KPIs
• hero-dependent CX
• escalation process
• pressure moments
• systematized CX

Mentioned in this episode

Organizations: LinkedIn

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