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September 15, 2017 @ 10:21 am

When It Matters Most: Customer Experience With the Fury of a Hurricane

In this week's episode, Dr. Michelli discusses human nature during a natural disaster...

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September 7, 2017 @ 9:00 am

Shedding Your Implicit Bias: It’s Time for Design Thinking

Dr. Michelli discusses how design thinking can help uncover implicit biases...

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August 31, 2017 @ 8:38 am

Leading with the GOOD: A must have for customer experience success

In this week's episode, Dr. Michelli discusses how to be a human-centric organization...

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August 24, 2017 @ 9:22 am

Big Data to the Rescue of the Passenger Experience?

Dr. Michelli, discusses how your organization can leverage big data to improve the customer experience...

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August 18, 2017 @ 9:17 am

Guilt or Greatness? Associations that Affect Customer Perception

In this week's episode, Dr. Michelli discusses the power of associations for your brand...

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August 10, 2017 @ 9:57 am

Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging

In this week's episode, Dr. Michelli discusses experiential offerings targeting specific customer segments...

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August 3, 2017 @ 10:04 am

Recovering Business Trust: Listen, Admit, Apologize, Fix

Dr. Michelli discusses building trust with your customers ...

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July 27, 2017 @ 8:57 am

High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders

In this week's episode, Dr. Michelli discusses driving trust and engagement levels in your workforce...

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July 20, 2017 @ 9:00 am

Winning Customer Experience – Simple Matters of Trust

Dr Michelli discusses how extending trust to customers contributes to a conculsion that you are trustworthy....

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July 13, 2017 @ 9:30 am

CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information

Dr. Michelli discusses in this week's episode whether or not a Chief AI Officer is needed in businesses...

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235Episodes

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