• The restaurant story — and what it reveals about every industry
• Why companies that revolve around themselves lose customers in silence
• Customer Focus = Transactional. Customer Obsession = Transformational Connection.
• Google I/O 2026: the future is asking, not searching — and what that means for leadership
• The Question of the Day — a practice that builds Customer Obsession from the inside out

"Customer Focus asks: is the team performing? Customer Obsession asks: how is the customer feeling right now? One is transactional. The other is transformational. And the gap between them is where loyalty is won or lost."

Customer journey mapping as a CX strategy.

Tune into the show

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AI is great. But humanity is the driving force.

See you next Tuesday.

— Peggy, your genuine human experience nerd 🎙️