Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success 12.10.2017 3:40 ↓

In this week's episode, Dr. Michelli discusses using the force of good at work and in the world...

The Risk of Excellence: Avoiding Customer Experience Mediocrity 05.10.2017 5:07 ↓

To be excellent at something you must say “no” to a lot of things to which you will otherwise be mediocre.

Not Just Fast: Understanding a Responsive Experience 28.09.2017 4:28 ↓

In this episode, Dr. Michelli discusses responsiveness as a make or break differentiator in all business industries...

Keeping Your Audience’s Attent…Look There’s a Squirrel 21.09.2017 3:46 ↓

Dr. Michelli, discusses attention span and why communication should be viewed as an interruption...

When It Matters Most: Customer Experience With the Fury of a Hurricane 15.09.2017 3:42 ↓

In this week's episode, Dr. Michelli discusses human nature during a natural disaster...

Shedding Your Implicit Bias: It’s Time for Design Thinking 07.09.2017 5:32 ↓

Dr. Michelli discusses how design thinking can help uncover implicit biases...

Leading with the GOOD: A must have for customer experience success 31.08.2017 3:39 ↓

In this week's episode, Dr. Michelli discusses how to be a human-centric organization...

Big Data to the Rescue of the Passenger Experience? 24.08.2017 4:23 ↓

Dr. Michelli, discusses how your organization can leverage big data to improve the customer experience...

Guilt or Greatness? Associations that Affect Customer Perception 18.08.2017 4:27 ↓

In this week's episode, Dr. Michelli discusses the power of associations for your brand...

Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging 10.08.2017 4:04 ↓

In this week's episode, Dr. Michelli discusses experiential offerings targeting specific customer segments...

Recovering Business Trust: Listen, Admit, Apologize, Fix 03.08.2017 3:58 ↓

Dr. Michelli discusses building trust with your customers ...

High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders 27.07.2017 4:39 ↓

In this week's episode, Dr. Michelli discusses driving trust and engagement levels in your workforce...

Winning Customer Experience – Simple Matters of Trust 20.07.2017 6:10 ↓

Dr Michelli discusses how extending trust to customers contributes to a conculsion that you are trustworthy....

CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information 13.07.2017 5:00 ↓

Dr. Michelli discusses in this week's episode whether or not a Chief AI Officer is needed in businesses...

Customer Value - Expanding Across the 12 Standard Forms of Value 03.07.2017 5:42 ↓

In this weeks installment, Dr. Michelli builds on Josh Kaufman's model of business value and examines it through the lens of a company called Omni....

Customer Experience and Value Add: Make it Personal, Emotional, and Sensory 29.06.2017 4:05 ↓

In this week's episode, Dr. Michelli discusses emotional value in customer experience...

Customer Experience Creation: Give ’em a Reason to Hire and Keep You 23.06.2017 3:49 ↓

In this week's episode, Dr. Michelli discusses the human value in customer experience...

Customer Experience Speaker, Consultant, Author OR…A Robot 15.06.2017 3:58 ↓

Dr. Michelli discusses the likelihood that various jobs will be replaced by a robot...

Service Delivered: Timeless Change! 09.06.2017 5:07 ↓

In this week's episode, Dr. Michelli discusses home delivery which represents something “old” and has been repurposed through digital technology “to be new again"...

Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES 01.06.2017 4:50 ↓

In this week's episode, Dr. Michelli discusses the trend away from brick and mortar in favor of online purchasing...

Once Upon a Time People Assisted One Another… 26.05.2017 3:26 ↓

In this week's episode, Dr. Michelli discusses the future of service...

Transforming Optimism on Transformation 18.05.2017 4:57 ↓

Dr. Michelli discusses the challenges of accelerating new behaviors across a sprawling enterprise...

Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs 11.05.2017 3:52 ↓

In this week's episode, Dr. Michelli discusses customer experience tradeoffs...

Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery 04.05.2017 3:16 ↓

Dr. Michelli discusses three trends you may wish to consider as you explore technology, service, and product development...

What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles 27.04.2017 3:42 ↓

In this week's episode, Dr. Michelli discusses the unique industry challenges (UICs) that must be overcome to deliver outstanding customer experiences...