Welcome to a new chapter of this newsletter.
Over the past three years, customer expectations have shifted faster than most organizations can adapt. AI has moved from the margins to the core of experience delivery, and leaders are trying to balance automation, personalization, efficiency, and empathy all at once.
My work across industries (from financial services and hospitality, to construction, healthcare, and technology) shows a consistent pattern:
The best organizations are becoming both more human-centered AND more technology-aided.
They use AI to remove friction, and they invest in people to elevate connection. They automate tasks, and they amplify emotional intelligence. They design systems for scale, and they show up personally when it matters most.
This newsletter will now focus on that intersection.
Each week, I’ll explore:
How AI is shaping customer and employee expectations
How leaders balance personalization and efficiency
How emotional loyalty is formed in a digital world
How to build organizations that care deeply AND operate intelligently
Thank you for taking this journey with me. We’re building the future of leadership and experience design together.
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Short. Practical. Timely.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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