Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Episodes
Oct 4, 2018
Oct 4, 2018
4 min
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.
Sep 27, 2018
Sep 27, 2018
4 min
In this week's episode, Dr. Michelli discusses customer experience lessons from an unlikely sector...
Sep 13, 2018
Sep 13, 2018
4 min
Dr. Michelli discusses iterative and future backward customer experience design...
Sep 5, 2018
Sep 5, 2018
4 min
In this week's episode, Dr. Michelli discusses the third part of a four-part series on service design, persona-based customer journey mapping...
Aug 31, 2018
Aug 31, 2018
4 min
In this week's episode, Dr. Michelli discusses the use of persona-based journey maps as a research and design tool.
Aug 23, 2018
Aug 23, 2018
4 min
Dr. Michelli discusses the discipline of service design and how to identify a high priority segment.
Aug 16, 2018
Aug 16, 2018
4 min
In this week's episode, Dr. Michelli discusses the phases of experience design...
Aug 9, 2018
Aug 2, 2018
Aug 2, 2018
5 min
In this week's episode, Dr. Michelli discusses the challenge of delivering a branded experience that assures customers will want to come back...
Jul 26, 2018
Jul 26, 2018
4 min
Dr. Michelli discusses a business leader who unites, empowers, and transforms...