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October 19, 2017 @ 9:43 am

Lead People Not Technology: Interacting to Succeed

Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?”

My answer, “Because the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the country. Those are NOT the leaders who inspire me every day.

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October 12, 2017 @ 12:34 pm

Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success

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

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October 5, 2017 @ 9:27 am

The Risk of Excellence: Avoiding Customer Experience Mediocrity

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

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September 28, 2017 @ 8:46 am

Not Just Fast: Understanding a Responsive Experience

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

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September 21, 2017 @ 9:28 am

Keeping Your Audience’s Attent…Look There’s a Squirrel

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

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September 15, 2017 @ 10:21 am

When It Matters Most: Customer Experience With the Fury of a Hurricane

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

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September 7, 2017 @ 9:00 am

Shedding Your Implicit Bias: It’s Time for Design Thinking

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

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August 31, 2017 @ 8:38 am

Leading with the GOOD: A must have for customer experience success

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

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August 24, 2017 @ 9:22 am

Big Data to the Rescue of the Passenger Experience?

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

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August 18, 2017 @ 9:17 am

Guilt or Greatness? Associations that Affect Customer Perception

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

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