15 Minutes Customer Obsession
Peggy AmelungYou 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 ... more
| Publishes | Weekly | Episodes | 167 | Founded | 6 years ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | ManagementBusinessEntrepreneurship | |||
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Latest Episodes
Millions of people. Different countries, languages, cultures. All connected by one moment. One goal. One shared emotion. The World Cup creates in seconds what many companies struggle to build for years.
Real connection. Real emotion. Real memory.
T... more
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 experiences.
It only changes when someone says: I love this. more
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 — the opposite story.
"Change happens with peo... more
What We Cover in This Episode
• The restaurant story — and what it reveals about every industry
• Why companies that revolve around themselves lose customers in silence
• Customer Focus = Transactional. Customer Obsession = Transformational Connecti... more
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 lower quality."
They are now rehiring humans... more
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 closing question stopped me:
"Where do you cat... more
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, disruption.
Not once did anyone ask: what happens to ... more
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 years.
What they found turned conventional wi... more
Key Facts
Recent Guests
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Chart Rankings
How this podcast ranks in the Apple Podcasts, Spotify and YouTube charts.
Apple Podcasts | #77 |  Austria/Business/Entrepreneurship |
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Listeners, social reach, demographics and more for this podcast.
| Listeners per Episode | Gender Skew | Location | |||
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| Interests | Professions | Age Range | |||
| Household Income | Social Media Reach | ||||
Frequently Asked Questions About 15 Minutes Customer Obsession
What is 15 Minutes Customer Obsession about and what kind of topics does it cover?
A leadership- and humanity-centered show that centers on redefining customer experience through inner development and authentic human connection. Across episodes, the host argues that sustainable CX comes from leaders who cultivate genuine presence, relational leadership, and a human-centric design mindset, rather than merely optimizing processes or chasing AI-enabled efficiency. Topics frequently explore the GHX framework, coaching perspectives, and practical leadership habits that translate into tangible improvements in customer relationships, loyalty, and revenue. A recurring strength is blending real-world hospitality and luxury service insights with actionable takeaways for managers and executives navigating AI-driven change, making it... more
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How many episodes of 15 Minutes Customer Obsession are there?
15 Minutes Customer Obsession launched 6 years ago and published 167 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
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What guests have appeared on 15 Minutes Customer Obsession?
Recent guests on 15 Minutes Customer Obsession include:
1. Gilad Berenstein
2. Bashar Wali
3. Matt Velle
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