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 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.
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Red Flag / Green Flag — This Week
Leaders 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 About
Tune in.
Efficiency gets you higher.
Connection gets you there.
The moon is not a destination.
It's a leadership decision.
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AI is great. But humanity is the driving force.
See you next Tuesday.
— Peggy, your genuine human experience nerd 🎙️
