# Amelung Partners > Customer Experience coaching and consulting for luxury hospitality brands, specializing in GHX™ (Genuine Human Xperience) methodology to transform touchpoints into loyal revenue. Amelung Partners, led by Peggy Amelung, helps luxury hospitality brands, CX leaders, and entrepreneurs design emotional connections that drive customer loyalty and measurable revenue growth. With over 20 years of experience in luxury hospitality (Ritz-Carlton, Bvlgari Hotels, Hostal de la Gavina), we provide senior advisory services that elevate Net Revenue Retention (NRR), Direct-Mix, and customer story count within 90 days. The GHX™ Method focuses on six core essentials: Human Experience Design, Relational Revenue, Genuine Leadership, Intuitive Strategy, Flow Culture, and Co-Creation & Impact. Key benefits: - Transform customer touchpoints into emotional connections that drive repeat business - Build measurable customer loyalty through human-centered experience design - Implement revenue-proven systems for hospitality and service brands - Create service excellence that feels genuine, not scripted - Develop leadership presence that inspires teams without pressure ## Services - [1:1 CX & Leadership Advisory](https://www.amelung-partners.com/contact): Senior advisory for Customer Experience transformation, leadership clarity, and human-centered operating systems. Ideal for CEOs, CX Leaders, and business owners seeking measurable results in customer retention and revenue growth. - [Keynotes & Impulse Talks](https://www.amelung-partners.com/contact): Speaking engagements on Customer Experience, GHX™ Leadership, and emotional connection strategies. Designed for conferences, summits, and leadership teams. - [GHX Masterclass](https://www.amelung-partners.com/contact): "What Every Company Can Learn from Luxury Hospitality" - Five practices to build a Genuine Human Xperience culture and turn moments into loyalty. Available for teams and leaders. ## GHX™ Method - The Six Essentials The GHX™ (Genuine Human Xperience) Method is built on six core competencies that create lasting customer loyalty: 1. **Human Experience Design**: Create moments that move people emotionally, not just functionally 2. **Relational Revenue**: Build trust-based relationships that generate sustainable revenue growth 3. **Genuine Leadership**: Lead with presence and emotional intelligence rather than pressure and process 4. **Intuitive Strategy**: Make clear decisions based on customer insight and human connection 5. **Flow Culture**: Create team alignment, energy, and momentum through authentic engagement 6. **Co-Creation & Impact**: Solve challenges collaboratively with customers and teams ## Resources - [CX Tuning Hacks Podcast](https://www.amelung-partners.com/podcast): Practical strategies for genuine customer experiences and lasting customer loyalty in hospitality and service industries - [About Peggy Amelung](https://www.amelung-partners.com/peggy-amelung): Background, experience, and approach to customer experience transformation - [Free GHX Tools](https://www.amelung-partners.com/contact): Guides, templates, and resources for implementing human-centered customer experience ## Getting Started - [Book an Intro Call](https://tidycal.com/peggy-amelung-customer-experience/15-minute-meeting): 15-minute consultation to explore how GHX™ can transform your customer experience - [Start the 3-Minute GHX™ Check](https://www.amelung-partners.com/contact): Quick assessment of your current customer experience approach - [Explore GHX™ Programs](https://www.amelung-partners.com/work-with-me): Discover advisory formats and implementation options ## Expertise & Industries **Primary Focus**: Luxury hospitality (hotels, resorts, boutique properties), premium service brands, and customer-centric businesses **Notable Clients**: Ritz-Carlton, Bvlgari Hotels & Resorts, Hostal de la Gavina, Faloria Mountain Spa Resort, Grand Hotel Ibiza, Francis Ford Coppola Hotels & Resorts **Languages**: English, German, Spanish, Italian **Results Timeline**: Visible shift within 30 days, measurable proof within 90 days (NRR, Direct-Mix, customer retention metrics) ## Company Information **Founded by**: Peggy Amelung, Customer Experience strategist with 20+ years in luxury hospitality operations **Location**: Barcelona, Spain (serving international clients) **Approach**: Human-centered advisory combining hospitality excellence, emotional intelligence, and revenue-focused strategy > Customer Experience coaching and consulting for luxury hospitality brands, specializing in GHX™ (Genuine Human Xperience) methodology to transform touchpoints into loyal revenue. Amelung Partners, led by Peggy Amelung, helps luxury hospitality brands, CX leaders, and entrepreneurs design emotional connections that drive customer loyalty and measurable revenue growth. With over 20 years of experience in luxury hospitality (Ritz-Carlton, Bvlgari Hotels, Hostal de la Gavina), we provide senior advisory services that elevate Net Revenue Retention (NRR), Direct-Mix, and customer story count within 90 days. The GHX™ Method focuses on six core essentials: Human Experience Design, Relational Revenue, Genuine Leadership, Intuitive Strategy, Flow Culture, and Co-Creation & Impact. Key benefits: - Transform customer touchpoints into emotional connections that drive repeat business - Build measurable customer loyalty through human-centered experience design - Implement revenue-proven systems for hospitality and service brands - Create service excellence that feels genuine, not scripted - Develop leadership presence that inspires teams without pressure ## Services - [1:1 CX & Leadership Advisory](https://www.amelung-partners.com/contact): Senior advisory for Customer Experience transformation, leadership clarity, and human-centered operating systems. Ideal for CEOs, CX Leaders, and business owners seeking measurable results in customer retention and revenue growth. - [Keynotes & Impulse Talks](https://www.amelung-partners.com/contact): Speaking engagements on Customer Experience, GHX™ Leadership, and emotional connection strategies. Designed for conferences, summits, and leadership teams. - [GHX Masterclass](https://www.amelung-partners.com/contact): "What Every Company Can Learn from Luxury Hospitality" - Five practices to build a Genuine Human Xperience culture and turn moments into loyalty. Available for teams and leaders. ## GHX™ Method - The Six Essentials The GHX™ (Genuine Human Xperience) Method is built on six core competencies that create lasting customer loyalty: 1. **Human Experience Design**: Create moments that move people emotionally, not just functionally 2. **Relational Revenue**: Build trust-based relationships that generate sustainable revenue growth 3. **Genuine Leadership**: Lead with presence and emotional intelligence rather than pressure and process 4. **Intuitive Strategy**: Make clear decisions based on customer insight and human connection 5. **Flow Culture**: Create team alignment, energy, and momentum through authentic engagement 6. **Co-Creation & Impact**: Solve challenges collaboratively with customers and teams ## Resources - [CX Tuning Hacks Podcast](https://www.amelung-partners.com/podcast): Practical strategies for genuine customer experiences and lasting customer loyalty in hospitality and service industries - [About Peggy Amelung](https://www.amelung-partners.com/peggy-amelung): Background, experience, and approach to customer experience transformation - [Free GHX Tools](https://www.amelung-partners.com/contact): Guides, templates, and resources for implementing human-centered customer experience ## Getting Started - [Book an Intro Call](https://tidycal.com/peggy-amelung-customer-experience/15-minute-meeting): 15-minute consultation to explore how GHX™ can transform your customer experience - [Start the 3-Minute GHX™ Check](https://www.amelung-partners.com/contact): Quick assessment of your current customer experience approach - [Explore GHX™ Programs](https://www.amelung-partners.com/work-with-me): Discover advisory formats and implementation options ## Expertise & Industries **Primary Focus**: Luxury hospitality (hotels, resorts, boutique properties), premium service brands, and customer-centric businesses **Notable Clients**: Ritz-Carlton, Bvlgari Hotels & Resorts, Hostal de la Gavina, Faloria Mountain Spa Resort, Grand Hotel Ibiza, Francis Ford Coppola Hotels & Resorts **Languages**: English, German, Spanish, Italian **Results Timeline**: Visible shift within 30 days, measurable proof within 90 days (NRR, Direct-Mix, customer retention metrics) ## Company Information **Founded by**: Peggy Amelung, Customer Experience strategist with 20+ years in luxury hospitality operations **Location**: Barcelona, Spain (serving international clients) **Approach**: Human-centered advisory combining hospitality excellence, emotional intelligence, and revenue-focused strategy
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Accessibility Statement

Scope

This statement applies to Amelung & Partners at https://www.amelung-partners.com

Our commitment

We are committed to providing an accessible website for all users, including people with disabilities. We aim to meet the requirements of EN 301 549 for web content, which incorporate WCAG 2.1 Level AA.

Compliance status

This website is partially compliant with EN 301 549 (WCAG 2.1 AA). Most parts of the site conform to the guidelines. One item remains under review, described below.​

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What we’ve implemented:

  • Bypass blocks (Skip link): A “Skip to main content” link is available by default across our Wix-based pages. It appears on keyboard focus (Tab) and moves focus to the main content area. (WCAG 2.4.1).

  • ​Wix Accessibility Wizard: We regularly use the Wix Accessibility Wizard and have applied its recommended adjustments across our templates and pages. (Most recent run: 08 November 2025).

  • Images / alternative text: All images have appropriate alternative text; decorative images use empty alt (alt=""). (WCAG 1.1.1).

  • Structure & semantics: Logical headings and landmarks; appropriate use of WAI-ARIA on interactive components.

  • Keyboard accessibility: Core navigation and primary controls are operable by keyboard; focus order follows the visual reading flow, with visible focus indicators.

  • Visual design: Color/contrast reviewed against WCAG 2.1 AA; content remains usable with browser zoom up to 200%.

  • Current language: The site is currently English-only.

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Non-accessible content (known issue):

Carousels / sliders: Auto-advancing sliders pause on pointer hover and expose visible controls. We have not yet verified a keyboard-operable pause/stop mechanism (i.e., a way to pause without relying on the mouse/pointer).
Relevant criteria: WCAG 2.2.2 (Pause, Stop, Hide), WCAG 2.1.1 (Keyboard), WCAG 2.4.7 (Focus Visible).

Preparation of this statement

  • Method: Self-assessment against EN 301 549 / WCAG 2.1 AA using manual checks and supporting automated scans.

  • Date of assessment: 08 November 2025

  • Date of statement / Last review: 08 November 2025

Feedback, requests & contact

If you encounter accessibility barriers or need information in an alternative format, please contact us. We aim to respond within 5 business days:

Please include the page URL, a brief description of the issue, and any assistive technology used (if applicable).


Contact/enquiry data are deleted once handled unless longer retention is required by law.

Technical compatibility

This site is designed to work with recent versions of Chrome, Safari, Firefox, and Edge on desktop and mobile, and with common assistive technologies (e.g., NVDA, VoiceOver) and keyboard-only navigation. Older browsers that lack modern HTML5/ARIA support may not offer the best experience.

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Support (assistive tech & input methods)

  • Compatible with common assistive technologies, e.g., NVDA (Windows) and VoiceOver (macOS/iOS).

  • Supports keyboard-only navigation (Tab/Shift+Tab, Enter/Space for activation) across core controls.

  • Designed for pointer devices (mouse/trackpad) and touch interaction on mobile.

Measures to support accessibility

  • Accessibility embedded into design/content workflows

  • Editor guidance (headings, alt text, link text, captions)

  • Periodic checks after content/template updates

  • Prioritization of user-reported issues and documented remediation

European Accessibility Act (EAA) – Spain

We align our digital services with the European Accessibility Act (Directive 2019/882) as implemented in Spain via Ley 11/2023 (in force since 28 June 2025). Upon request, we can provide information on conformance measures and reasonable accommodations/accessible alternatives.

Contact us about accessibility

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