Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

Customer Experience Excellence - How to Leverage Human Intelligence to Enhance AI

In this episode, Dr. Michelli contrasts the customer experience strengths of Artificial Intelligence and humans.  He also offers an approach for blending the best of technology with the best of humanity.

VUCA and YOU - How to Lead in Ambiguous Times

This is the final installment in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity).  In this episode, Dr. Michelli provides tips for navigating business Ambiguity.

VUCA and YOU - How to Lead in Complex Times

This is the third in Dr. Michelli's four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity).  In this episode, Dr. Michelli offers skills for reducing business Complexity.

VUCA and YOU - How to Lead in Uncertain Times

Dr. Michelli continues his four-part series on leading through VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) by providing skills for taming Uncertainty.

What is VUCA & How do YOU Thrive in Volatile Times?

Leveraging his experience as a clinical and systems psychologist, Dr. Michelli explains the VUCA framework (Volatility, Uncertainty, Complexity, and Ambiguity) and offers tools for managing business/personal challenges related to VUCA.  This episode is the first in a four-part series looking at each letter in VUCA.  Specifically, this podcast focuses on volatility. 

Employees Aren’t Happy - Here are 5 Ways to Reverse the Trend

Dr. Michelli explores 2023 US Gallup Customer Experience findings and offers five ways to buck a downward trend. 

The ”Art”​ of pARTnership - How to Amplify Your Success

Dr. Michelli provides three guidelines for evaluating partnership opportunities.  Emphasizing the importance of partnerships, he shares helpful ways to ensure due diligence and mutual benefit. 

How to Be an Iconic Service Brand -Four Things You Must Master

Using Zappos as an example, Dr. Michelli outlines four characteristics shared by iconic service brands and guides listeners on evaluating themselves against that criteria.

How to Profit from Employee and Customer Love - Staying on the Path Less Traveled

Building on concepts from James Autry's Love and Profit book, Dr. Michelli explores business applications for trust and love.  He also outlines key elements for translating customer love into profitability.

Six Essentials to Actually Achieve Lasting Success

Leveraging the work of Dr. Michelli's friend, Karl Mecklenburg, Pro Bowl player for the Denver Broncos, Joseph shares 6 key elements for leading success in customer experience transformation and beyond.