Tag Archives: Customer Experience Consultant
Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging
Tweet There must be something wrong with me. I am generally content with my airline experiences and I have a lot of them. I’ve also been willing to forgive many of the service breakdowns I’ve experienced as a traveler – as long as I can get to my venue safely and in advance of the […]
{Infographic} CAIO or No CAIO
Tweet _________________________________________________________________ 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 SaveSave SaveSave
CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information
Tweet I first heard about “it” in a Harvard Business article in 2016 and subsequently have been asked about “it” by clients and colleagues alike. “It” is yet another entrant into the C-suite. “It“ (actually a she or he) is a Chief AI Officer (CAIO). That’s right a human Chief Artifical Intelligence Officer (not a […]
{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value
Tweet ________________________________________________________________________ Joseph A. Michelli, Ph.D. is a professional speaker and […]
Customer Value: Expanding Across the 12 Standard Forms of Value
Tweet Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. Chasing profits is a tiring and stressful endeavor – creating value is an innovative and energizing […]
The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)
Tweet I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. […]
