Customer Experience University: Winning Loyalty & Engagement.
A weekly brief on customer experience, employee engagement, and service excellence.
Joseph has been publishing it since 2008 — 600+ episodes and counting.
Eight recent episodes.
Short, sharp, relevant.
- 01Sep 410 min
Trust Is the Real Currency
To get the magic, customers have to let AI know almost everything — and trust in AI is falling, not rising. In this episode, Joseph Michelli makes the case that trust is the real currency of the AI era.
- 02Aug 2810 min
From Customers to Advocates
Why do we recommend some brands and never mention others? In this episode, Joseph Michelli traces the path from satisfied customer to vocal advocate — and finds belonging at its root.
- 03Aug 2110 min
Seen, Not Tracked
Recognition cuts burnout by 73% — yet fewer than one in four employees feel they get enough of it. In this episode, Joseph Michelli draws on Gallup-Workhuman and APA data to map the “seen/tracked line”: the moment technology shifts from…
- 04Aug 149 min
The Standard That Outlived Every Gadget
The handheld device that once felt futuristic at The Ritz-Carlton is obsolete — but the standard it served isn’t. Joseph Michelli makes the case that AI doesn’t rewrite great service; it raises the stakes on it.
- 05Aug 79 min
The Smoke Detector and the Spy
A discount that only appears when you threaten to cancel isn’t loyalty — it’s a confession. Joseph Michelli unpacks the “smoke detector test” for predictive churn AI: the same model can serve customers or surveil them, and they can tell…
- 06Jul 319 min
Your Managers Are the Algorithm
Every leader’s obsessing over which AI model to deploy. Joseph Michelli argues they’re ignoring the real algorithm: the middle manager who decides whether AI feels like a gift or a threat.
- 07Jul 2410 min
The Handoff Problem
The bot was fine. The agent was great. The customer was still left furious — because of the handoff between them. In this episode, Joseph Michelli makes the case that AI-to-human escalation, not the bot itself, is the real failure point in…
- 08Jul 1710 min
The Referral Engine
Referral programs mostly fail because companies try to manufacture word of mouth rather than capture it. In this episode, Joseph Michelli reframes referrals as a design problem, not a promotion problem — anchored by Nielsen’s finding that…
Brief. Timely. Straight to the point.
Every episode starts with a question leaders are asking — and ends with something you can act on. Brief, timely, and straight to the point. No guests, no filler. Just Joseph and one idea worth your time.
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The ideas you hear here are the spine of every presentation — tailored for your audience, your industry, and the moment your leaders are navigating.