The AI Advantage in Customer Experience: Balancing Automation and Empathy (Infographic)
In this week’s blog, I discussed about how you can win by equipping your people with technology. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
The AI Advantage in Customer Experience: Balancing Automation and Empathy
In the evolving world of customer experience, artificial intelligence (AI) is a game changer. AI offers businesses unparalleled efficiency and scalability, from personalized recommendations to real-time chatbots. But here’s the catch: as automation grows, so does the risk of losing the human connection that fosters loyalty and emotional bonds with customers. As I’ve shared in…
Customer Experience Predictions for 2025: Insights from the Field
As we begin 2025, customer experience (CX) continues to evolve, driven by technological advancements, shifting consumer expectations, and an ever-deepening focus on emotional engagement. Drawing on my work as a consultant, author, and professor of service excellence, I want to share my predictions for the trends that will dominate the CX landscape in 2025. 1.…
Thriving Through the Holiday Rush: Seven Key Behaviors for Exceptional Experiences (Infographic)
In this week’s blog, I discussed about delivering exceptional experiences in high-volume times. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
Thriving Through the Holiday Rush: Seven Key Behaviors for Exceptional Experiences
The holiday season is upon us, and it’s a time when business leaders face some of their most significant opportunities and challenges. Accordingly, it’s become a tradition for me to share strategies for handling the heightened stress and demands of the holiday rush. This time of year brings out the best of humanity, but we…
Elevating Employee Wellbeing: The Key to Workplace Success
The shift to hybrid and remote work arrangements has revolutionized how we approach work-life balance. Many employees enjoy the flexibility of working from home, and as Gallup reports, 93% of remote-capable workers prefer to maintain some level of remote work in their schedule. But is flexibility enough to improve employee well-being? Research from Gallup and…
Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences (Infographic)
In this week’s blog, I discussed about forging rapidly scaling memorable and consistent customer experiences. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit josephmichelli.com. To speak to me about your CX journey, please go to josephmichelli.com/contact
Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences
As the holiday shopping season approaches, businesses prepare for one of the most critical times of the year. Both brick-and-mortar and online stores experience a surge in customer demand, with holiday shopping starting earlier and earlier. For many retailers, the holiday season represents a significant portion of their annual revenue, making talent selection and consistent…
Transforming Service into Experience: The Power of Personal Connection
Customer service is often defined by transactions that fulfill a stated need. However, customer experience goes far beyond need fulfillment. Loyalty-building experiences are created when businesses surprise customers with care that exceeds expectations. Here’s an example from Capital One that highlights how a business can transform a simple service interaction into an unforgettable experience. A…
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