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June 27, 2019 @ 8:00 am

Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias

Dr. Michelli discusses how cognitive biases impact our emotions and contribute to actions which aren’t in our rational best interest.

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June 20, 2019 @ 8:00 am

It’s Alphabet Soup Time | Drive EQ to Improve CX & ROE

In this week's episode, Dr. Michelli discusses how driving emotional intelligence leads to improved customer experience and return on experience...

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June 6, 2019 @ 10:13 am

Not All Customer Moments Are Created Equal | Building Memories When It Matters Most

In this week's episode, Dr. Michelli discusses three types of possible memorable moments in the service experience.

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The Michelli Experience
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