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Amelung & Partners

Name: Amelung & Partners
Address: Barcelona, ES
Telephone: +34663686811

Casa
España
Barcelona
Amelung & Partners

We make service the heart of your customer experience
Orchestrate seamless service experiences to support your customers throughout their entire Customer Journey.

29/05/2026

Amsterdam. Three days. Mews Unfold. The place was packed. Mews is- hotel software company, is doing many things right. Of course, everybody’s talking about AI. innovation, great speech of Duncan, a former Disney creative director.
And then someone puts this slide up: 30% of guest messages never get a response.
Thirty percent.
Not because of bad tech. Because nobody’s listening. That hit different.
Because here’s the thing — I’ve been saying this for years. You can automate everything. You can optimize every touchpoint. You can build the smartest system in the room. And your guest and customers, yes not only in hotels happens those things, still feels like nobody’s home.

The real shift at wasn’t a product launch alone - even though super good stuff is coming from Mews! I am working with them in Ibiza and I am very happy!

Button line - technology is table stakes now. The human is the edge.

And then there was this moment. , the former CEO of The Standard International, also speaker at the event and now recently added to the board of and , CEO of ans myself. Three women from three countries but somehow with the same culture, standing at a bar, zero small talk but the kind of conversation where you stop performing and start talking. We almost founded a new hotel chain on the spot! 😅
That conversation alone was worth the flight. Thank you Amber and Anna!

And one comment to the event organization itself -very good, small things, but honestly I had little to complain about… so that means something ;)

Amsterdam, you were amazing ☺️ who knows the event? Yes, and have you see who was right next to the venue? The neighbor - booking. 😎

And one more thing : And I got the confirmation, Genuine Human Xperience (GHX) is not a trend. Not a nice-to-have. The genuine connection between people is the future.

MEWSUNFOLD UNFOLD2026 HOSPITALITY HOTELLEADERSHIP CUSTOMEREXPERIENCE GHX GENUINEHUMANEXPERIENCE HUMANCONNECTION LIFESTYLEHOSPITALITY WOMENINHOSPITALITY HUMAN CONNECTION

26/05/2026

Mehr Service. Mehr Touchpoints. Mehr Extras.
Und trotzdem gehen Kunden.
Nicht weil du zu wenig machst. Du machst das Falsche. Mehr vom Gleichen löst kein Problem. Es überdeckt es. Und oft überfordert es deine Kunden. Was noch alles….sie nehmen es nicht wirklich wahr. Obendrein, du machst (Service) Fehler und deine tolle Idee vom ‘Mehr’ verfehlt das Ziel.
Was fehlt, steht nicht auf deiner Service-Liste. Es steht zwischen den Zeilen. In dem Moment, in dem dein Kunde merkt: Hier sieht mich niemand - wirklich wirklich.
Mehr heißt nicht - mehr Verbundenheit . 👈

🎧🎧🎧Was du ändern kannst, und wie du den Tiefen Kontakt zu deiner Kundschaft aufbaust, erfährst du in der neuen Podcastfolge: 15 Minutes Customer Obsession!!

HUMANCONNECTION CUSTOMERLOYALTY SERVICEKULTUR FÜHRUNG BUSINESSGROWTH AMELUNGANDPARTNERS GENUINEHUMANXPERIENCE KUNDENBINDUNG

18/05/2026

MONDAY MORNING ⚡️
Your CX works fine. Until it doesn’t.
It never breaks on a quiet Tuesday. It breaks when everything hits at once. Isn’t it?
Your best person calls in sick. A customer is furious. The delivery is late. And you’re in back to back meetings.
You already know where it breaks. That gap lives somewhere in your system.
The best leaders don’t wait for the breakdown. They find it first.
Comment TEST below and I’ll send you the GHX Pressure Test directly. 12 questions. 5 minutes. No fluff.
— Peggy

Customer Experience Leadership
Customer Success
CX Strategy
Human Leadership
Genuine Human Xperience
Customer Obsession

17/05/2026

NEW OPENING
Where 3 Michelin stars meet the market.
This is Parada Torres, Barcelona.
👉 .torres

17/05/2026

N E W My friends just opened a restaurant in Barcelona. With Hermanos Torres- 3 Michelin stars, Mediterranean legends. And again, they keep what their reputation promises.

Operated by PANTEA Group, the people who get every detail right.

The concept: real Mercado feeling. De toda la vida. 😊 you feel immediate home, especially, if you are Spanish. Me, I fell in love immediately. It’s so wonderful authentic!
Important: Exceptional product.
Essential: Human warmth.
Without doubt: The kind of place that makes you understand why Barcelona is Barcelona.

And here’s what struck me most —
it wasn’t the jamón. It wasn’t the gambas.
It was how every single person in that room felt seen.

Welcomed. Pulled into something deeply, unapologetically Catalan.
That’s not service. That’s a philosophy.
That’s what I call Genuine Human Xperience — GHX.

If you’re in Barcelona — or coming — go.

08/05/2026

I spent 4 hours at an AI Summit last week.
Efficiency. Automation. Scale. Disruption.

And not once did anyone ask:
What happens to the customer?

A few thoughts I can’t stop thinking about:

• AI answers questions. Humans create trust.
• The manager layer is where transformation compounds — or dies.
• More tools don’t automatically create better experiences. Two basic AI tools are manageable. Every new addition tool -> 14% more cognitive load 🤯- and nothing else.
• Genuine human connection is about to become the scarcest thing in business.

🎧🎧🎧More in my new podcast episode 15 Minutes Customer Obsession.

“AI answers questions. Humans create trust.”

04/05/2026

🔶Most companies are replying to the wrong reviews.

They jump on the negative ones.
Fast. Long. Often AI-generated.
Trying to fix damage.

And they ignore the ones that actually matter.

The positive reviews.
The emotional ones.
The ones that build trust.

Because here’s the part most teams miss:

👉 Positive reviews can increase revenue by up to 33%.

But they stay unanswered.

Not because teams don’t care.
Because no one has built a system around it.
And this is where automation becomes risky.
Not because of AI.
But because of what you choose to automate.

If you want to understand where CX actually drives revenue —
and where it quietly destroys it —

🎧 🎧🎧Listen to Episode 005 of 15 Minutes Customer Obsession.

23/04/2026

AI cannot solve this. 🤖
Your NPS looks good. Your team knows the scripts. Last quarter felt solid.
•
Then your best person hands in their notice letter. A complaint goes viral. And the super journey you built — doesn’t hold.
•
Here’s what nobody tells you: you already knew where it breaks. You’ve probably known it for six months.
•
I recorded an episode about exactly this.
3 blind spots most CX leaders never see — until it’s too late. Ownership. Measurement. Leadership reality.
•••
🎧🎧🎧EP 04 of 15 Minutes Customer Obsession is live now. Every Tuesday. 15 minutes. No buzzword bingo. Link in bio.

••••
And if you want to know where your CX breaks under pressure before it actually does — take the free GHX Pressure Test. 12 questions. 5 minutes. Link is my bio.

PodcastCustomer Experience Leadership
Customer Success
CX Strategy
Human Leadership
Genuine Human Xperience
Customer Obsession
Leadership Development
Service Excellence

19/04/2026

157 Episoden meines alten Podcasts- Ich hab die falsche Maschine gefüttert.
Vier Jahre lang hab ich CX-Leadern Taktiken gegeben. Hacks. Frameworks. Nützliche Inhalte. Für die Zeit auch angebracht. Nur jetzt weiß ich:
Ich habe dabei komplett den Punkt verfehlt.
80 Prozent der Unternehmen glauben, sie liefern überlegene Customer Experience. Nur 8 Prozent der Kunden sehen das genauso.
Das ist kein Messfehler. Oder ein Gap, der ganz simple mit KI behoben werden kann. Das ist ein Denkproblem.
Und ich hab es mitgefüttert.
Bis zu einem Punkt. 💥
👉 Eine große Airline bat mich mal, ihr First-Class-Erlebnis aufzuwerten. First Class und Fūnf Sterne- das kann passen. Erste Analyse.

Ihre internen Dokumente? Voller Markengeschichte, Tradition, ihre eigene Greatness. Doch ganz ehrlich, kaum etwas über die Menschen in den Sitzen. Ihre Passagiere.
Sie wollten Optimierung. Ich hab über Transformation geredet. Das war mein Wendepunkt.

Genau da hat sich bei mir etwas Grundlegendes verändert.

🔶 Es gibt gerade zwei Wege.
Weg 1: Automatisierung. Effizienz. Skalierung. Du wirst sehr gut darin, Menschen durch Prozesse zu bewegen. Und sehr schlecht darin, wirklich mit ihnen dich zu verbinden.
Weg 2: Selbstwahrnehmung. Verbindung. Unersetzlich werden. Nicht was du tust, entscheidet allein. Wer du bist, wenn du es tust.
Je mehr KI Kundeninteraktionen übernimmt, desto mehr wird echte menschliche Präsenz wert — nicht weniger.

Du kannst Transformation nicht automatisieren. Du kannst dein Team nicht zur Authentizität auffordern, wenn du die innere Arbeit nicht selbst geleistet hast.

Customer Obsession ist nichts, das man installiert.
Es ist etwas, das man wird.
Von innen nach außen. Mehr dazu in der neuen Folge von 15 Min Customer Obsession- Podcast.

Schönen Sonntag euch noch, Peggy

24/03/2026

Most podcasts talk about the problems this one talks about resets.
The podcast is back. New title. New energy. In English this time.
Why English? My German followers understand me anyway. 😉

🔸15 minutes. Every Tuesday.

🔶 🔹For CX leaders who are tired of theory and need something they can actually use .
No buzzword bingo. Just the conversations that actually move something in real time for their customers. 🤝
I can’t wait to have you there.
Trailer is live —

— Peggy
How do you like the Titel and the format? Looking forward to hear your thoughts.

GHX

Dirección

Barcelona

Horario de Apertura

Lunes	09:00 - 20:00
Martes	09:00 - 20:00
Miércoles	09:00 - 20:00
Jueves	09:00 - 20:00
Viernes	09:00 - 20:00

Teléfono

+34663686811

Página web

http://www.amelung-partners.com/

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