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

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 episodesand started over from scratch.What We Cover in This EpisodeThe real reason behind the relaunch — honest, personal, uncomfortableWhy the CX industry is optimizing for the wrong outcomeThe Old Game vs. The New Game — two roads, two very different destinationsThe AI paradox: as automation increases, human presence becomes worth moreWhy "be authentic" is the most expensive wishful thinking in business right nowWhat customer obsession from the inside out actually looks like in practiceWhy 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 WeekLeaders who optimize vs. leaders who transform.🚩 Getting faster at the old game while the new game starts without you.✅ Asking not "how do we do this better?" but "who do we need to become?"The Question I Can't Stop Thinking AboutTune in. Efficiency gets you higher.Connection gets you there.The moon is not a destination.It's a leadership decision.→ Free GHX Pressure Check — find out where your CX actually stands:amelung-partners.com→ Subscribe on Spotify, Apple Podcasts, or wherever you listen.→ Connect with Peggy on LinkedIn: @amelungandpartners→ Did this land? Share it with one leader who needs to hear it.AI is great. But humanity is the driving force.See you next Tuesday.— Peggy, your genuine human experience nerd 🎙️