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November 15, 2018 @ 10:36 am

Catching People Doing What’s Right Along the Customer Experience Journey

Dr. Michelli discusses how great leaders from Mercedes-Benz USA and Clayton Homes have transformed their customer experience...

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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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284Episodes

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