The high-energy, high-impact keynote speaker booked when leaders need their teams to attract and retain customers in the AI era, built on decades of consulting for iconic brands.
For nearly four decades, Joseph has partnered with the leadership teams behind Starbucks, Ritz-Carlton, Mercedes-Benz, Zappos, Airbnb, UCLA Health, and One Medical. That work became twelve books, including #1 New York Times, Wall Street Journal, and BusinessWeek bestsellers.
Today he works at the frontier of customer experience, where AI is reshaping every interaction and human connection is becoming a welcome differentiator.
He will help you and your team navigate the tectonic shift by deploying human-centered design principles that put technology to work for the people you serve, so you delight your customers and earn referrals.
A human-centered approach to designing experiences that build loyalty, referrals, and lasting impact.
The Human Experience Pyramid and L.E.A.D. Model, brought to your stage to turn everyday interactions into loyalty and referrals.
Explore the keynoteEarning customer loyalty as AI reshapes interactions.
Explore the keynoteLeadership systems behind some of the world's most refined customer and guest experiences.
Explore the keynotePrinciples for turning ordinary into extraordinary.
Explore the keynoteThe Mercedes-Benz experience — engineering uncompromising customer excellence.
Explore the keynoteThriving in volatile, uncertain, complex, and ambiguous times.
Explore the keynoteWinning Human Connection and Loyalty in the Age of AI
Your competitors have the same AI you do. That means what you are actually selling is the scarcest thing in business — a human connection.
A signed, personalized hardcover, free US shipping and an exclusive January webinar for readers who order by December 31.
A comprehensive library on customer and employee experience elevation and leadership — each written from Joseph's work inside organizations that set the standard.
Get Me a Person
Winning Human Connection and Loyalty in the Age of AI
Your competitors have the same AI you do. That means what you are actually selling is the scarcest thing in business — a human connection.
All Business Is Personal
One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement
Technology amplifies human connection when it's designed to remove friction, not replace judgment — the One Medical playbook for leaders rebuilding trust in the AI era.
The New Gold Standard
5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company
Inside Ritz-Carlton's leadership system: the five principles behind "ladies and gentlemen serving ladies and gentlemen," and how to embed legendary service into a culture at scale.
The Starbucks Experience
Five Principles for Turning Ordinary into Extraordinary
The five principles Starbucks used to turn a commodity into a ritual — and how leaders apply them to make every customer feel seen, valued, and eager to come back.
Driven to Delight
Delivering World-Class Customer Experience the Mercedes-Benz Way
How Mercedes-Benz built a service standard worthy of its product — and the leadership discipline premium brands need to make every touchpoint live up to the logo.
The Airbnb Way
5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging
Belonging, not transactions: the five leadership lessons behind Airbnb's growth through community, trust, and a relentless focus on making both hosts and guests feel at home.
The Zappos Experience
5 Principles to Inspire, Engage, and WOW
Why Zappos hires for culture first and empowers every employee to own the customer relationship — and how that approach translates to any business that lives or dies by loyalty.
“People really enjoyed the touch of humanity you bring to a conversation around AI. Best one yet!”
“The audience was blown away. Laughter, cheers, and even tears.”
“Joseph has an extraordinary ability to translate complex challenges into simple, powerful actions.”
Net Promoter Score
From post-keynote audience surveys. A score Joseph and his team work to earn at every event.
Every format is built to spark emotional engagement, loyalty, and referrals. Keynotes are available in person, virtual, or hybrid; the virtual option is broadcast-quality from Joseph's certified studio. Workshops and offsites are designed for in-person teams.
High-energy. Sized to anchor or close out a general session. 45–60 minutes.
Pairs the core framework with a moderated audience exchange, ideal for leadership audiences who want to engage with the material. 75–90 minutes.
Interactive deep-dive for leadership teams. Frameworks become exercises; case studies become live coaching with the group. 3–4 hours.
Board retreats, leadership offsites, and strategic working sessions. Joseph facilitates the session while the team applies the frameworks directly to your business. Half-day to multi-day.
Independently credentialed.
Professional Speaker. Customer Experience Practitioner. Human Experience Pioneer.
Certified Speaking Professional
National Speakers Association
Certified Customer Experience Professional
Customer Experience Professionals Association
Impact Award
Customer Experience Professionals Association
Start with the form on the contact page. Joseph's team responds within one business day. The conversation begins with fit: what is the purpose of the event, who will be in the audience, and what outcomes matter most to you.
Every engagement includes stakeholder listening sessions, a custom-built presentation developed from that input, pre-event coordination to ensure seamless execution, on-site A/V coordination, and post-event tools designed for immediate use. If you'd like it, Joseph can also produce promotional video content to build audience anticipation. He follows up after every engagement to ensure the desired impact was achieved.
Worldwide. Joseph has delivered presentations on six continents and in 33 countries. For remote engagements, Joseph delivers broadcast-quality virtual presentations from his certified studio and holds the eSpeakers virtual presenter certification.
Joseph's fees reflect the depth of preparation, customization, and post-event support that come with every engagement. Budget is part of the conversation. It's not a barrier. Where there's a strong fit and a genuine opportunity for impact, Joseph's team will work to make the right engagement possible.
Let's start with a conversation. Keynote, workshop, or culture intensive — tailored to senior leaders, middle management, frontline teams, or your entire organization.
