November 8, 2018 @ 10:32 am
Delivering your Brand in Moments and Memories - The Laws of Brand Storytelling
In this week's episode, Dr. Michelli tells you a story about two storytellers and their new book about storytelling.
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November 2, 2018 @ 9:51 am
The Secret Sauce to Customer Experience is a Blend of Four Ingredients
In this week's episode, Dr. Michelli discusses the four ingredients you need in your business pantry for customer experience excellence...
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October 25, 2018 @ 9:00 am
Customer Experience Research and Life Long Learning
In this week's episode, Dr. Michelli discusses customer experience research from Salesforce...
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October 11, 2018 @ 9:00 am
Up, Up, and Away - Getting Lift with Wearables and IoT
In this week's episode, Dr. Michelli discusses how partners and technology impact the customer experience evolution...
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October 4, 2018 @ 9:00 am
Taking Flight With Big Data – How’s Your Trip?
Dr. Michelli examines how leaders at Cincinnati/Northern Kentucky International Airport (CVG) survey customers to garner big data on traveler perceptions of their experiences in the airport environment.
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September 27, 2018 @ 9:38 am
Transforming Customer Experience with Partners: The Art of Not Going It Alone
In this week's episode, Dr. Michelli discusses customer experience lessons from an unlikely sector...
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September 13, 2018 @ 9:00 am
Iterative and Future Backward - How are you Crafting Improved and Transformative Customer Experiences?
Dr. Michelli discusses iterative and future backward customer experience design...
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September 5, 2018 @ 12:52 pm
Validate, Educate, and Activate - Three Keys to Effective Customer Journey Mapping
In this week's episode, Dr. Michelli discusses the third part of a four-part series on service design, persona-based customer journey mapping...
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August 31, 2018 @ 10:26 am
What Is A Persona And What Does It Have To Do With Customer Journey Mapping?
In this week's episode, Dr. Michelli discusses the use of persona-based journey maps as a research and design tool.
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August 23, 2018 @ 9:00 am
Patiently Seeking Input to Guide Service Experience Design
Dr. Michelli discusses the discipline of service design and how to identify a high priority segment.
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