Joseph Michelli

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. 

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...

Customer Experience Research and Life Long Learning

In this week's episode, Dr. Michelli discusses customer experience research from Salesforce...

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...

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.

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...

Iterative and Future Backward - How are you Crafting Improved and Transformative Customer Experiences?

Dr. Michelli discusses iterative and future backward customer experience design...

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...

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.

Patiently Seeking Input to Guide Service Experience Design

Dr. Michelli discusses the discipline of service design and how to identify a high priority segment.