The Six Things That Actually Make People Feel Seen- And Why Most Businesses Miss All of Them
About this episode
In this episode, Peggy Amelung discusses the six pillars of the GHX Framework that help businesses create genuine human experiences for their customers.
80% of companies believe they deliver superior customer experience. Only 8% of customers agree. That gap has a name. Customer Experience Gap. And a cause. And a fix — but not the one most companies are looking for. In this first episode, I walk you through the GHX Framework — Genuine Human Experience — and the six pillars that separate companies where customers feel processed from companies where customers feel seen. This isn't theory. It's twenty years of working inside the world's most demanding service environments — distilled into one framework you can actually use. "Touchpoints are designed. Trustpoints are earned - by the human behind the interaction."…
People in this episode
Host: Peggy Amelung
Topics covered
- customer experience
- human experience design
- leadership
- team dynamics
- AI chatbots
- customer interaction
Keywords
- customer experience gap
- human experience design
- relational revenue
- genuine leadership
- flow culture
- co-creation
- AI chatbots
- NPS scores
Mentioned in this episode
Organizations: GHX Framework
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