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

Everyone Has a Platform: Are You Training For that Reality?

In this week's episode, Dr. Michelli discusses the influence we all have...

Customer Centricity is MORE than Customer Experience

In this week's episode, Dr. Michelli discusses the difference between customer-centricity and customer experience...

The Robots are Here and There is Fear

In this week's episode, Dr. Michelli discusses the future of technology and the human condition...

Customer Experience Lessons from Television Advertising’s Biggest Day In America

Dr. Michelli discusses customer experience lessons from the advertising industry...

Go Human, Go Methodical but Above All Else GO for VALUE

Empathic Design – As Close to the Holy Grail as You Can Get

In this week's episode, Dr. Michelli discusses how to build products and services from the customer perspective...

One if by Voice, Two if by Drone – Make it Easy or Turn out the Lights

In this week's episode, Dr. Michelli discusses voice-activated digital assistants and voice internet access...

Technology – Panacea or Tool?

Dr. Michelli discusses how technology should address human needs when used in customer experience...

Supercharge Your Business by Letting Go

In this week's episode, Dr. Michelli discusses getting rid of unnecessary business components to allow for growth in new ways...

Retail Armageddon, Chupacabra, and Other Myths

Dr. Michelli discusses how doomsday predictions in retail have a lot in common with myths like the chupacabra - a folkloric beast whose Spanish name literally translates to goat sucker...