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.
- 01Nov 66 min
What People Will Pay to Reach a Person
Talking to a human being is quietly becoming a paid feature — premium support tiers, phone-booking fees, relationship managers above a balance threshold, concierge medicine.
- 02Oct 306 min
The Efficiency Trap: When Automating the Right Thing Costs You the Customer
A smart team in your organization is about to automate something that should never have been automated — and the business case will look perfect.
- 03Oct 236 min
Employee Engagement at 5 Year Low - Where's the Tech Bump
Global engagement is at a five-year low while AI spreads everywhere. In this episode, Joseph Michelli shows why the tool was never the variable.
- 04Oct 165 min
Who Would Defend You
Most companies know their regular customers. Few know which ones would defend them. That difference matters. Joseph Michelli digs into Motista research that quantifies the gap between t satisfied and emotionally connected customers.
- 05Oct 98 min
Get Me a Person
Your customers just told researchers they would switch companies to avoid the very thing you are spending millions to build.
- 06Oct 210 min
The Operating System for Loyalty in the AI Era
In this quarter capstone, Joseph Michelli puts the whole machine back together: engagement, loyalty, and referrals aren’t three programs — they’re three outputs of one “loyalty operating system.” Drawing on Gallup’s record-low…
- 07Sep 259 min
The Frontline Knows: Why Your Best CX Strategy Is Already on Your Payroll
The cheapest customer-experience strategy in your company is already on the payroll—and mostly ignored. Joseph Michelli unpacks Medallia/McKinsey research showing nearly 60% of frontline employees feel their CX ideas go unheard, even where…
- 08Sep 1811 min
When the Bot Breaks: Why Service Recovery Is Where AI-Era Loyalty Is Won
Failure is inevitable—and as AI mediates more of the service, it’s multiplying. Joseph Michelli explains the “service recovery paradox”: why a brilliantly fixed problem can make a customer more loyal than one who never had a problem.
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.
Subscribe on your platform of choice above.
Like the podcast? Expand the message to your audience.
The ideas you hear here are the spine of every presentation — tailored for your audience, your industry, and the moment your leaders are navigating.