Work With Me
Let’s make your customer experience feel human again.
Technology accelerates everything.
But people still buy from people- not from systems.
I help brands create moments that feel human and turn connection into loyalty and growth.
Start with the GHX Masterclass - 5 practices every company can learn from luxury hospitality.
Direct Mix
Moredirect bookings, more revenue retained.
Complaints
Fewer friction points, lower operational cost.
CES
Less customer effort higher conversion.
Story Count
More share your story more organic sales.
The Truth
AI will keep accelerating everything.
But speed alone doesn’t create connection- people do.
“Human connection is the new luxury.”
-Peggy
But your customers don’t fall in love with efficiency.
They fall in love with how you make them feel.
The future belongs to brands who can do both, use technology wisely, and stay human enough to create real connection.
What we measure:
Repeat %, Referral Rate, Premium vs. Discount Mix, Story Count per 100 customers,Time-to-Resolution, NPS/eNPS.
When you get this mix right, you don’t just compete- you stand out. That is what GHX delivers:
Not more systems. More human moments that last.
The Solution.
GHX™ The Human Reset
A CX & Leadership transformation created by Peggy Amelung.
We don’t install scripts.
We install behaviors that make people feel remembered, valued, and connected. GHX™ turns human connection into measurable growth —
through clear leadership, aligned teams, and customer moments that last.
What we do:
■ Map your customer journey through human signals, not steps.
■ Rebuild how teams think, act, and communicate.
■ Leadership with empathy, not noise
■ You’ll leave with a live Scorecard, trained teams, and customer moments that last.
Coming 2026
The Solution.
GHX™ Program
A CX & Leadership program by Peggy Amelung | Amelung & Partners
The 6 Pillars of Genuine Human Xperience-GHX™
Each pillar becomes a habit. Practiced daily, visible in every moment.
Human Experience Design
Designing signature moments the kind people talk about.ell.
Relational Revenue
Creating value in every interaction.
Genuine Leadership
Leading with empathy, clarity, and accountability.
Intuitive Strategy
Direction your people can act on with confidence
Direction your people can act on.
Flow Culture
Teams working with ease, trust, and momentum.
Co-Creation & Impact
Teams and customers shaping outcomes together.
How It Works.
Customer Journey Mapping
From Service Steps to Human Signals
Most brands have a journey map that looks good on a slide but feels like a boring travel in real life.
CX leaders tell me:
“People don’t use it.”
“It’s too abstract.”
“It doesn’t show what the customer really feels.”
“It’s like travelling with an empty suitcase.”
We turn your journey into a living system your teams actually use. It reveals the emotions behind the actions. It shows friction before it becomes frustration. And it gives your people the clarity to design the signature moments that move customers.
3 Phases.
Phase 1 – Discover
We check your data, your teams, and your customers and set your GHX™ Scorecard to track what really matters.
Phase 2 – Design
Together, we create your Human Playbook
12 signature habits that bring emotion and consistency to your CX.
Phase 3 – Install
We train and coach your people
until the new behaviors become visible daily habits.
After 12 Weeks-
Direct Mix
More direct revenue secured.
Complaints
Less friction, fewer issues.
CES
Lower effort, smoother journeys.
Story Count
More customers share your story.
High Leverage
Leadership
For entrepreneurs & decision-makers. For leaders who want
clarity, confidence,
and customer-centered decisions.
1:1 Advisory
Because leaders need someone who speaks their language.
If you’re leading a business you already know the pressure:
decisions, speed, uncertainty and everyone watching you.
You don’t need more input. You need perspective.
Every two weeks, we meet for clear, no-fluff sparring. You get priorities, focus, and follow-through. Real results, not more noise.
Format: bi-weekly calls + async Notion/Slack.
Focus: Prioritize → Script Moves → Track Score → Remove Friction.
Keynotes &
Impulse Talks
For events & transformation kick-offs. 20–45 minutes. Inspiring, practical, measurable.
Speaking — Keynotes That Make People Act
Your team doesn’t need another tech update.
They need a reminder of what makes business beautiful: people.
In my keynotes, I mix stories from luxury hospitality and corporate transformation and one big truth:
The best customer experience starts with the people delivering it.
Topics:
-The Human Reset — turning efficiency into connection.
-The 12 Plays of CX Leadership.
-Customer Experience in the Age of AI.
Formats: 8–45 minutes · on-site or virtual
Includes: Planner Kit, bio, intro text, photos, reel.
A 3-Part Mini-Course for leaders, teams & creators.
GHX Masterclass-
The Hidden Rules of 5-Star CX.
5 Luxury Practices Every Company Can Learn from Hospitality
What 5-star hotels master effortlessly and most companies never learn. It is not service.
It’s anticipation, emotion, and the tiny details that make people feel remembered.
For 20 years, I lived and breathed luxury hospitality.
From front desks to boardrooms, I watched how world-class brands win hearts not with discounts, but with details. This GHX Masterclass reveals the luxury principles behind unforgettable customer moments — and how to use them in your everyday business.
Now I’m opening the doors.
This Special Edition Mini-Course Reveals The Hidden System Behind Unforgettable Customer Moments, and how to use it in your own business today.
You’ll learn
Anticipation Mastery- From scripts to human signals, create emotional foresight.
Emotions
The First 7 Minutes-Design arrivals and first impressions that shape the entire experience.
Connection
The Luxury Rule of Frictionless Flow-Reduce cognitive load with invisible hospitality and seamless movement.
Returning
Guests
Designed Endings-Engineer Peak-End moments people remember and retell.
Make Them
Feel
Proof Testimonials
"Great experience for me and my team. Absolutely valuable insights during the seminar and 1:1 coaching, which we will now build upon. We were in the best hands – professional, personable, and a complete package."
Markus Weissensteiner
Vorstand & Geschäftsführer, Darbell
"Thank you very much for your great preparation. It is the best basis for our quality improvement. We are indeed grateful to you."
Margit u. Erich Steinmair
Owner Family, Hotel Quelle Spa & Resort, Tirol, Italy
"A female factor and a clear sense of the subtleties that make the difference. The report gave us information about the guest's clear view, service details and where we add value for our the guest. More than a Mystery Guest Report! The Hyperion Hotel Hamburg analyzed in great detail."
Frank Oettinger
VP Operations, H-Hotels, Hyperion, Germany
"For the Hostal de la Gavina it was a great discovery to find Amelung & Partners.They were a decisive support in the development of improvement projects with the team. They have a lot of knowledge and experience in how to teach and to motivate."
Alberto Depau
General Manager, Hostal de la Gavina, Costa Brava, Spanien
"We are very satisfied with the Mystery Guest Report. They have a very focused concept and create a valuable report with a lot of information uncovered. They were always available for telephone coaching and gave us valuable tips on how best to implement the advices."
Leopoldo Pirro
Owner Family, Faloria Mountain Spa Resort, Cortina, Italien
"Whatever your product or service – if you let Peggy take a look, you’ll discover things you hadn’t seen yourself, and neither had your team."
Dirk Kreuter
Trainer / Autor, Verkaufstrainer
"You can sense the passion and enthusiasm for her core topic – customer delight – from the very beginning. With practical tips and top-notch stories from the hotel industry, she makes the subject tangible for everyone. With international experience and a multicultural mindset, she truly knows what she’s talking about."
Christopher Hinteregger
Managing Director, PKF, Tourismexperts
"Customer Experience & Rhetoric. I was a bit skeptical at first. But I had my AHA moment when we talked about the Customer Journey and touchpoints. Funnels and customer focus complement each other perfectly. It was a perfect match."
Miriam Derler
CMO, Hüterin der Vision, Darbell
"My take-away was that Customer Experience also belongs in the B2B space. Stefan’s concept, the goal sentence principle, and his goal sentences are perfect to express oneself clearly to the customer. Great harmony, brilliant concept, and truly an experience by the Mediterranean."
Matthias Marzinko
Direktor, Draeger AG
"Peggy very carefully set new standards. She worked closely with the management, initiated ideas for new concepts, and helped us bring them to life. After three months, our processes were running with 100% customer focus."
Rosella De Filippo
Hotelmanagerin, Palazzo Margherita, Italien (Francis Ford Coppola Hotels & Resorts)
"Amelung & Partners took our sunglasses off! Together we developed a complete guideline to change all detected errors not only on paper but also in the real scenario. We decided to hire the consulting service in order to improve ourselves and not to lose focus on the essential - our service. Since then, we have been working together with them in an extremely satisfied manner."
Daniel Ferrer
Owner Family, BW Plus Hotel Alfa Aeropuerto, Barcelona, Spanien
"Everything I know about customers and how to treat them properly, I got from her."
Alessandra De Flammineis
Owner Family, Giardini Del Fuenti, Amalfi, Italien
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