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 water.

Because that is the reset nobody is talking about loudly enough.

We're investing more in technology than ever before — AI, automation, optimization. And at the same time, customers feel less and less seen.

That is not a coincidence. That is a leadership question.

This podcast is my answer to that question.

Once a week. 15 minutes. Real observations, new research, trial and error. AI — and gut feeling. No buzzword bingo. No comfortable distance. Just the conversations that actually change something.

I am convinced: genuine human experience doesn't happen on charts with dark blue graphics. It happens in the moment when someone is truly present.

"People don't remember the process. They remember the moment when someone was truly there — and cared."

My name is Peggy Amelung. 20 years in luxury hospitality. Your host — and your genuine human experience nerd.

New episode every Tuesday. Starting 24 March 2026.

➡ Subscribe wherever you listen to podcasts — so you don't miss Episode 01.

➡ Free GHX Pressure Check — find out where your CX actually stands:

amelung-partners.com

➡ Connect with Peggy on LinkedIn: and instgram

AI is great. But humanity is the driving force.

See you next Tuesday.

— Peggy