The CX Industry Is Running the Wrong Direction — And I Was Part of the Problem

About this episode

Peggy Amelung discusses the misdirection of the CX industry and shares a transformative experience that reshaped her understanding of customer obsession.

I once worked with a company that wanted to fly to the moon. Not metaphorically. They wanted disruption. Transformation. The whole thing. When I looked at their data —I found something that stopped me cold. And it changed the way I think about CX forever. That story is in this episode. And it explains exactly why I stopped 157 episodes and started over from scratch. What We Cover in This Episode The real reason behind the relaunch — honest, personal, uncomfortable Why the CX industry is optimizing for the wrong outcome The Old Game vs. The New Game — two roads, two very different destinations The AI paradox: as automation increases, human presence becomes worth more Why "be authentic" is the most expensive wishful thinking in business right now What customer obsession from the inside out actually looks like in practice Why 15 minutes — the science behind the format "Customer obsession from the inside out. You can't obsess over customers if you don't know yourself first." Human or Hype? — This Week "Be authentic" as a CX directive. ------ Red Flag / Green Flag — This Week Leaders who optimize vs. leaders who transform. 🚩 Getting faster at the old game while the new game starts…

People in this episode

Host: Peggy Amelung

Topics covered

• customer experience
• CX industry
• transformation
• authenticity in business
• leadership
• automation
• customer obsession

Keywords

• customer experience
• CX
• transformation
• authenticity
• leadership
• automation
• disruption
• efficiency
• connection

Mentioned in this episode

Organizations: GHX

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