15 Minutes Customer Obsession

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Peggy Amelung

English Business Entrepreneurship Management Marketing

Apple Podcasts Website RSS

Episodes 166

Avg. Duration 22m

Activity Highly Active

Since Dec 2020

Latest Episode Jun 2026

Publishing Details

Schedule

Weekly

Format

Episodic

Consistency

100%

Hosting

feeds.captivate.fm

Contact & Outreach

About This Podcast

You have read the books. Attended the conferences. Mapped the customer journey. Trained the team. And something still feels like it is not quite working. This podcast is the honest explanation for why. 15 Minutes Customer Obsession is hosted by Peggy Amelung — Integral Coach, founder of the GHX™ (Genuine Human Xperience) Framework, and alumna of Ritz-Carlton and Bvlgari Hotels. Each episode takes one question most CX and leadership content refuses to ask: not what great organisations do differently, but who their leaders have become. After 157 German-language episodes and 20 years inside the world's most demanding service environments, Peggy has arrived at one conclusion that changes everything: The quality of human experience you can create for another person is a direct function of what you have developed within yourself. You cannot give what you have not grown. This is not a metaphor. It is the mechanism behind every CX programme that fails, every culture initiative that doesn't stick, and every leader who does everything right — and still cannot produce genuine human connection in their organisation. If you have ever thought "we train our people, and nothing actually changes" — you are not missing a better training programme. You are missing the developmental understanding of what is upstream of genuine service. That is what this podcast is about. Every Tuesday, in 15 minutes: one interior insight, one business consequence, one thing that shifts how you see your team, your customers, and your own leadership. New listener? Start with Episode 1: Get to know the six pillars of GHX and get closer epsiode by episode to yourself and the menaing of genuine human connection. The closer you are to yourself, the closer you can be to your customer. Fifteen minutes that will reframe everything you thought you knew about customer experience. AI is great. But humanity is the driving force. See you next Tuesday. Peggy.

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Recent Episodes

S2E168 Your Biggest Fans Already Know What You're Missing. Why Aren't You Listening?

Jun 09, 2026 14m

Marcus Buckingham — one of the most influential researchers on human performance — just published something that stopped me.Human behavior does not change in response to mildly positive…

S2E167 The Great Commoditization. Or: Why Humans Just Got More Valuable.

Jun 02, 2026 15m

30% of guest messages never get a response.Not because of bad tech. Because nobody is listening.Three days at Mews Unfold. Everyone talking AI, automation, agentic systems.And underneath all of it —…

S2E166 Customer Focus and Customer Obsession Are Not the Same Thing.

May 26, 2026 16m

What We Cover in This EpisodeThe restaurant story — and what it reveals about every industryWhy companies that revolve around themselves lose customers in silenceCustomer Focus = Transactional.…

S2E165 What Luxury Teams Are Taught to Add. What They Should Learn to Remove.

May 19, 2026 14m

Klarna replaced 700 customer service agents with AI.Claimed it was a revolution.One year later — their CEO said publicly:"We went too far. We focused too much on efficiency and cost.The result was…

S2E164 Efficiency Without Warmth Feels Transactional. That Is a Leadership Problem.

May 12, 2026 15m

An experienced leader from a large software company comments."Customer experience rarely fails because of tools.It fails because of focus and leadership."I couldn't have said it better.And their…

S2E163 I Spent 4 Hours at an AI Summit. Nobody Mentioned the Customer.

May 05, 2026 17m

The CEO of the company that builds AI just told the world: customer service will be gone in 24 months. And the room applauded.I was at that AI Summit. Four hours. Efficiency, automation, scale,…

S2E162 Stop Answering Negative Reviews First — It's Costing You Revenue

Apr 28, 2026 12m

Positive reviews boost reputation.But here's what most leaders don't know:they boost revenue more than you think.Harvard Business Review studied 4,782 hotels and 804,911 TripAdvisor reviews over 15…

S2E161 Is Your CX One Bad Week Away From Breaking? 3 Blind Spots Most Leaders Never See

Apr 21, 2026 14m

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…

S2E160 The CX Industry Is Running the Wrong Direction — And I Was Part of the Problem

Apr 14, 2026 12m

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…

S2E159 Human Connection Is Not a Soft Skill- And Ignoring That Is Costing You Revenue

Apr 07, 2026 15m

Human connection is not a soft skill. It is your most underleveraged business advantage. You've said it. Your leadership team has said it."We need to be more customer-centric."And then? A new…

S2E158 The Six Things That Actually Make People Feel Seen- And Why Most Businesses Miss All of Them

Mar 31, 2026 13m

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 …

Welcome to the show - 15 Minutes Customer Obsession

Mar 24, 2026 2m Trailer

I was standing in the shower when I heard it.The new CEO of Deutsche Bahn — Evelyn Palla — is cutting an entire management layer. Faster decisions. And closer to the customer.I had to turn off the…

# 157 Die wichtigste Folge, seit es CX TUNING HACKS gibt.

Mar 27, 2025 14m

Diese Folge ist anders. Sie markiert den Start eines neuen Kapitels in meinem Podcast über Customer Experience (CX), strategische Kundenbindung und echte Transformation.Nach über 150 Episoden CX…

# 156 Verzogen, verweichlicht, verletzt? – Die Wahrheit über die Gen Z am Arbeitsmarkt, im Gespräch mit Susanne Nickel

Mar 13, 2025 37m

Kurzarbeit statt Überstunden? Die Gen Z fordert und polarisiert. Doch was, wenn gerade diese Generation die Zukunft in Unternehmen und in Sachen Kundenbeziehung mehr prägen wird, als wir denken.…

# 155 Die 14 Leadership Prinzipien von Amazon: Kunden-Obsession als Garant für nachhaltigen Erfolg

Feb 27, 2025 37m

Strategisches Leadership à la Amazon: Wie Kundenobsession den Erfolg sichertIn der neuesten Episode von "CX Tuning Hacks" analysiert Peggy Amelung die eindrucksvollen Prinzipien von Amazon, die das…

# 154 Die Amazon-Erfolgsformel: Schneller liefern, schneller wachsen!

Feb 13, 2025 33m

Mach dein Fulfillment so effizient wie Amazon – oder verliere den Anschluss an den Wettbewerb!In ihrer neuesten Episode „154 FULFILLMENT AMAZON“ gewährt Peggy Amelung uns einen tiefen Einblick in die…

# 153 Fulfillment: Der unterschätzte Erfolgsfaktor in der Customer Experience

Jan 31, 2025 26m

Läuft dein Kundenprozess schon reibungslos?Hast du ein strukturiertes System, das deine Kunden nach dem Kauf begeistert? Oder gibt es noch Lücken in deinem Fulfillment-Prozess? Was ist Fulfillment…

#152 Hyperpersonalisierung und KI: So revolutioniert die Customer Experience 2025 dein Business

Jan 16, 2025 25m

Herzlich willkommen zu einer brandneuen Episode von "CX Tuning Hacks"! In der 152. Folge des Podcasts führt uns unsere Hostin Peggy Amelung in die aufregenden Trends des Jahres 2025 ein. Peggy…

# 151 Chatbots 2025: Revolution oder Risiko? Klartext zur Zukunft der Kommunikation, Ein Gespräch mit Sebastian Kroggel

Dec 19, 2024 1h 7m

In der neuesten Episode des Peggy Amelung Podcasts bist du eingeladen, zusammen mit dem bekannten Executive Coach Sebastian Kroggel tief in die Kunst der Kommunikation einzutauchen. Der Schwerpunkt…

#150 Von Rimowa zu Degeler: Wie Frank Degeler die Regeln des Luxus bricht und Kundenerwartungen revolutioniert.

Dec 12, 2024 1h 3m

Willkommen zu dieser ganz besonderen Episode von CX Tuning Hacks! Heute geht es um Vision, Mut und was passiert, wenn man den Mainstream hinter sich lässt, um den Kunden ins Zentrum jeder…

Frequently Asked Questions

How many episodes does 15 Minutes Customer Obsession have?

15 Minutes Customer Obsession has published 166 episodes since December 2020, covering topics in Business, Entrepreneurship.

Is 15 Minutes Customer Obsession still active?

15 Minutes Customer Obsession is currently highly active with new episodes weekly. Average episode length is 22m.

How do I contact 15 Minutes Customer Obsession for sponsorship or guest appearances?