The Michelli Experience · Department
The AI Era
Service, leadership, and loyalty when AI owns the first four touchpoints.
May 26, 2026
Beyond the Ivory Tower: Why You Can’t Delegate Your Understanding
Apr 22, 2026
The Privacy Paradox: Why "Personal" Must Never Mean "Intrusive"
Apr 16, 2026
Beyond the Chatbot: Why the Future of Service is "Agentic"
Apr 1, 2026
Your CX Differentiator in 2026: Precision AND Warmth
Mar 18, 2026
Why Your AI Strategy Is Really a Human Strategy
Mar 12, 2026
Why Belonging Is Becoming a Competitive Advantage
Feb 18, 2026
AI Won’t Replace Human Judgment — It Will Raise the Bar for It
Jul 31, 2025
Servant Leadership in Cross-Generational Teams (Infographic)
Jul 3, 2025
The Power of Storytelling in Customer Engagement (Infographic)
Sep 5, 2024
Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls (Infographic)
Sep 4, 2024
Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls
Jun 20, 2024
Southwest Airlines' Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience (Infographic)
Jun 19, 2024
Southwest Airlines' Transformative Customer Experience Differentiation: Insights from Bill Tierney VP of Customer & Digital Experience
Nov 16, 2023
Integrating AI & Human Service Across the Customer Journey - How to Win Repeat Business (Infographic)
Nov 15, 2023
Integrating AI & Human Service Across the Customer Journey - How to Win Repeat Business
Nov 9, 2023
Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals (Infographic)
Nov 8, 2023
Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals
Nov 2, 2023
Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders (Infographic)
Nov 1, 2023
Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders
Apr 13, 2023
Customer Experience Excellence – How to Leverage Human Intelligence to Enhance AI (Infographic)
Apr 12, 2023
Customer Experience Excellence - How to Leverage Human Intelligence to Enhance AI
Jan 5, 2023
How to Deliver Customer Experience Excellence in 2023 - Invest in Artificial Intelligence (Infographic)
Oct 12, 2021
Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way
Oct 5, 2021
Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way
Sep 28, 2021
Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way
Sep 21, 2021
Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way
Sep 14, 2021
Create Belonging | Customer Experience Excellence – The Airbnb Way
Sep 1, 2020
Make it Technology-Aided and Human-Powered: Deliver a Flourish of Humanity
Aug 25, 2020
Make it Technology-Aided and Human-Powered: Map the Hybrid Journey
Jun 23, 2020
It's Emotional - Finding Comfort in Uncertainty
Jun 16, 2020
It's Emotional - Now is the Time to Design
May 27, 2020
It’s Emotional - Listen to the Feelings Behind the Words
Mar 3, 2020
Listening and Leading Customer Experience in Uncertain Times
Feb 25, 2020
Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience
Feb 18, 2020
Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!
Feb 12, 2020
The Art and Heart of Successful Human Experience Training [Infographic]
Feb 11, 2020
The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled
Jan 29, 2020
Everything Matters When It Comes to First Impressions [Infographic]
Jan 28, 2020
Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience
Dec 31, 2019
Imagine it is 2025 - How’s Your Customer Experience?
Dec 10, 2019
Not All Customers are Jolly but Service Professionals SHOULD BE
Dec 4, 2019
The Art of Selling through Human Experience Creation [Infographic]
Dec 3, 2019
Winning this Holiday Season | The Art of Selling through Human Experience Creation
Nov 27, 2019
Create a Hostile Environment for the Ungrateful [Infographic]
Nov 19, 2019
The Formula for Experience Success: Artificial + Human Intelligence
Nov 13, 2019
The Art of Service Storytelling [Infographic]
Oct 29, 2019
Inspiring Growth: Not Demanding It!
Oct 23, 2019
Customer Experience Excellence Requires Shared Communication Platforms [Infographic]
Oct 22, 2019
Customer Experience Excellence Requires Shared Communication Platforms
Oct 16, 2019
Success is a Patient, Team Sport – Experiencing Collaboration The Airbnb Way [Infographic]
Oct 15, 2019
Experiencing Collaboration The Airbnb Way
Oct 9, 2019
Starbucks Continues on the Journey to Customer Experience Excellence [Infographic]
Oct 8, 2019
The Never-ending Journey to Customer Experience Excellence
Oct 2, 2019
Silos Do More than Hold Grain - They Hold Back Customer Experience Growth [Infographic]
Oct 1, 2019
Silos Do More than Hold Grain - They Hold Back Customer Experience Growth
Sep 23, 2019
How to make EVERY DAY Customer Experience Day
Sep 18, 2019
How Would You Answer These Customer Experience Questions [Infographic]
Sep 17, 2019
The Benefits of Examination | How Would You Answer these Customer Experience Questions
Sep 12, 2019
The Link Between Growth Mindset and Customer Experience [Infographic]
Sep 10, 2019
How’s your growth mindset? The link between mindset and customer experience
Sep 4, 2019
Human Experience in A Technological World
Aug 28, 2019
Customer Segments or Customer Needs States [Infographic]
Aug 27, 2019
Customer Segments or Customer Need States?
Aug 21, 2019
Trusting Your People [Infographic]
Aug 20, 2019
Trusting Your People | Superpowering Your Customer Experience
Aug 14, 2019
Legendary Brand | What's Your Story? [Infographic]
Aug 13, 2019
Legendary Brand: What’s Your Story
Aug 7, 2019
Cutting-edge Service Technology Blended with a Human Service Culture [Infographic]
Aug 5, 2019
Cutting-edge Service Technology Blended with a Human Service Culture
Jul 31, 2019
Optimal Customer Visioning [Infographic]
Jul 30, 2019
Optimal Customer Visioning
Jun 5, 2019
Not All Customer Moments Are Created Equal [Infographic]
Jun 4, 2019
Not All Customer Moments Are Created Equal | Building Memories When It Matters Most
May 14, 2019
Are you Letting your Products and Technology Down?
May 8, 2019
When the Customer Experience Goes Awry [Differentiation Through Service Recovery]
Apr 24, 2019
Where will your customers land? {Infographic}
Apr 23, 2019
Rolling through the Highs and Lows | Where will your Customers Land?
Jan 9, 2019
Making Magic for Customers in 2019 {Infographic}
Dec 19, 2018
Deliver Convenience Before the Year Ends {Infographic}
Dec 18, 2018
Quickly Before the Year Ends – Deliver Convenience
Dec 12, 2018
When Customers Aren't Jolly: 7 Tips for Managing Customer Complaints During the Holiday Season {Infographic}
Dec 10, 2018
7 Tips for Managing Customer Complaints and Stress This Holiday Season
Nov 27, 2018
7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail Dead?
Oct 3, 2018
Taking Flight with Big Data | Part 2 of 3 {Infographic}
Sep 25, 2018
Transforming Customer Experience with Partners: The Art of Not Going It Alone
May 9, 2018
Redesigning Process Improvement in the Age of AI & the Customer {Infographic}
May 8, 2018
The Age of AI & the Customer
Apr 25, 2018
Starbucks Stores Closing for Training | Infographic
Apr 24, 2018
Starbucks Store Closings for Training: Déjà vu and You
Apr 18, 2018
The Starbucks Experience Infographic | Challenges and Opportunities in Philadelphia
Apr 11, 2018
Email Etiquette {Infographic}
Apr 10, 2018
Take Service Communication to the Next Level
Mar 21, 2018
Business Sustainability Infographic
Mar 20, 2018
Business Sustainability - Convenience, Speed, and Choice
Mar 6, 2018
Strategic Positioning | Is Your Customer Experience Agile Enough?
Feb 28, 2018
Everyone Has a Platform: Are You Training for that Reality? | Infographic
Feb 27, 2018
Everyone Has a Platform: Are You Training For that Reality? | Service Excellence
Feb 21, 2018
Customer Centricity | Infographic
Feb 14, 2018
The Robots are Here and There is Fear | Infographic
Feb 13, 2018
The Robots are Here and There is Fear
Dec 28, 2017
{Infographic} Retail Armageddon, Chupacabra, and Other Myths
Dec 27, 2017
Retail Armageddon, Chupacabra, and Other Myths
Oct 18, 2017
{Infographic} Lead People Not Technology
Aug 22, 2017
United Airlines: Big Data to the Rescue of the Passenger Experience?
Aug 9, 2017
{Infographic} Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging
Aug 8, 2017
Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging
Jul 12, 2017
{Infographic} CAIO or No CAIO
Jul 11, 2017
CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information
Jun 22, 2017
Infographic: Customer Experience Creation: Give 'em a Reason to Hire & Keep You
Jun 22, 2017
Infographic: Customer Experience Creation: Give 'em a Reason to Hire & Keep You
Jun 20, 2017
Customer Experience Creation: Give ’em a Reason to Hire and Keep You
Jun 14, 2017
{Infographic} Customer Experience Speaker, Consultant, Author, or ... A Robot
Jun 13, 2017
Customer Experience Speaker, Consultant, Author OR…A Robot
May 25, 2017
{Infographic} Once Upon a Time People Assisted One Another...
May 23, 2017
Once Upon a Time People Assisted One Another…
Mar 29, 2017
{Infographic} Back with an Apology: Rare Rewards of Service Professionalism
Feb 7, 2017
{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence
Feb 7, 2017
The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)
Nov 23, 2016
Thanksgiving & Your Business Year-Round {Infographic}
Oct 25, 2016
Not Top Of Mind But Top Of Heart – When Branding Gets REAL
Aug 26, 2016
Technology: A Blessing & A Curse to Customer Experience Delivery
Jun 1, 2016
To Switch or Not To Switch – 4 Ways to Stop Customer Churn
Apr 20, 2016
How are your POPS and PODS doing?
Oct 16, 2015
Why Businesses Should Embrace Live Chat Software for Sales and Customer Service
Jul 23, 2014
Easy Wins
Jul 9, 2014
Why it's in your own interest to forget your self-interest
May 5, 2012
More to Business than Money!
Jul 9, 2010
How to Create Brand Equity
May 14, 2009
Computer Jennerated Service