July 3, 2017 @ 6:27 pm
Customer Value - Expanding Across the 12 Standard Forms of Value
In this weeks installment, Dr. Michelli builds on Josh Kaufman's model of business value and examines it through the lens of a company called Omni....
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June 29, 2017 @ 2:20 pm
Customer Experience and Value Add: Make it Personal, Emotional, and Sensory
In this week's episode, Dr. Michelli discusses emotional value in customer experience...
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June 23, 2017 @ 9:53 am
Customer Experience Creation: Give ’em a Reason to Hire and Keep You
In this week's episode, Dr. Michelli discusses the human value in customer experience...
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June 15, 2017 @ 9:36 am
Customer Experience Speaker, Consultant, Author OR…A Robot
Dr. Michelli discusses the likelihood that various jobs will be replaced by a robot...
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June 9, 2017 @ 9:50 am
Service Delivered: Timeless Change!
In this week's episode, Dr. Michelli discusses home delivery which represents something “old” and has been repurposed through digital technology “to be new again"...
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June 1, 2017 @ 12:13 pm
Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES
In this week's episode, Dr. Michelli discusses the trend away from brick and mortar in favor of online purchasing...
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May 26, 2017 @ 8:59 am
Once Upon a Time People Assisted One Another…
In this week's episode, Dr. Michelli discusses the future of service...
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May 18, 2017 @ 10:23 am
Transforming Optimism on Transformation
Dr. Michelli discusses the challenges of accelerating new behaviors across a sprawling enterprise...
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May 11, 2017 @ 10:23 am
Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs
In this week's episode, Dr. Michelli discusses customer experience tradeoffs...
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May 4, 2017 @ 9:44 am
Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery
Dr. Michelli discusses three trends you may wish to consider as you explore technology, service, and product development...
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