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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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225Episodes

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