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Hosted by Dr. Joseph A. Michelli · 🇺🇸 US · EN · 646 episodes
Established thought leaders with verified media credentials.
Joseph Michelli is an organizational consultant, professional speaker and New York Times #1, Wall Street Journal, USA Today and Businessweek Magazine bestselling business author. He has consulted with and written books about leadership and customer experience at brands like Starbucks, Mercedes-Benz, The Ritz-Carlton Hotel Company, Zappos, and the Pike Place Fish Market. This podcast offers practical leadership tips gained from great businesses - large and small. It will spark you and your company to drive engagement loyalty and advocacy among your people and customers. More info on Dr. Michelli and his company The Michelli Experience can be found at www.josephmichelli.com
Dr. Joseph A. Michelli hosts Customer Experience University - Winning Loyalty & Engagement One Customer at a Time, a business show with 646 episodes published.
The handheld device that once felt futuristic at The Ritz-Carlton is obsolete — but the standard it served isn’t. Joseph Michelli makes the case that AI doesn’t rewrite great service; it raises the stakes on it. Through
A discount that only appears when you threaten to cancel isn’t loyalty — it’s a confession. Joseph Michelli unpacks the “smoke detector test” for predictive churn AI: the same model can serve customers or surveil them, a
Every leader’s obsessing over which AI model to deploy. Joseph Michelli argues they’re ignoring the real algorithm: the middle manager who decides whether AI feels like a gift or a threat. Drawing on Gallup data — 42% of
The bot was fine. The agent was great. The customer was still left furious — because of the handoff between them. In this episode, Joseph Michelli makes the case that AI-to-human escalation, not the bot itself, is the re
Referral programs mostly fail because companies try to manufacture word of mouth rather than capture it. In this episode, Joseph Michelli reframes referrals as a design problem, not a promotion problem — anchored by Niel
Everyone now owns the same AI personalization tools — so personalization can no longer be your loyalty strategy. In this episode, Joseph Michelli separates loyalty from retention and makes the data case for emotional con
Only 20% of employees worldwide are engaged — and AI is about to test that fragile number. In this episode, Joseph Michelli draws on Gallup’s latest global data and a Ritz-Carlton lesson in trust to explain why AI leaks
Everyone’s buying the same AI. So what’s left to compete on? In this episode, Joseph Michelli makes the financial case for the “empathy gap” — the 28-point chasm between how customers rate human service versus AI — and s
Speed is an engine, but judgment is the brake. In this episode, we discuss the rise of "confident but incorrect" AI outputs—often called AI Slop—and the crisis it creates for customer trust. Discover how to build a human
Efficiency is now a commodity. In an age where algorithms can provide answers in seconds, the human quest for meaning has become the primary differentiator. This episode explores why customers want an advocate—not just a
High-growth environments often test an organization's "Safety Constitution." In this episode, we explore how to maintain a human-centered soul in technical partnerships and why success must be measured by the value retur
In a technology-aided world, when you delegate your understanding of the tools, you delegate your ability to innovate. In this episode, we explore the power of the participatory leader. Learn why getting your hands dirty
Chronic exhaustion is a liability, not a badge of honor. In this episode, we explore how "regulated leaders" use data to identify stress patterns and protect the integrity of their most important decisions. Discover why
We are entering a period of capability meritocracy, where the ability to execute in real-time is the most valuable credential a leader can possess. In this episode, we explore how the gap between a great idea and a marke
Customer effort is the strongest predictor of brand loyalty, but we often look for friction in the wrong places. In this episode, we explore how internal siloes and fragmented tools create "drag" that kills emotional con
Great service used to mean being fast when a customer reached out; today, it means solving the problem before the customer even knows it exists. In this episode, we explore the concept of "Predictive Care" and the delica
Trust is a delicate balance in the technology-aided world. When brands know too much but seem to care too little, a "Trust Gap" emerges. In this episode, we explore the Privacy Paradox: why reliability and predictability
In this episode, we tackle one of the biggest misconceptions in business today: that AI is here to replace human judgment. We are moving from the "Bot Era" of passive conversation to an "Agentic Era" of autonomous action
In a technology-aided world, the buyer's journey has compressed into a single moment. Learn how to design for the "Buyer’s Blink" by projecting warmth and competence in the first few milliseconds of any interaction. To l
As we close out the first quarter of 2026, one insight stands out in experience research: customers remain loyal to brands that combine precision with warmth. Precision—driven by AI—anticipates needs, reduces friction, a
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Customer Experience University - Winning Loyalty & Engagement One Customer at a Time is hosted by Dr. Joseph A. Michelli. The show is categorised under business (entrepreneurship) and has published 646 episodes.
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time has published 646 episodes.
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time regularly covers business, entrepreneurship. It sits in the business category, with a entrepreneurship focus.
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