Thinking Ahead.
Customer experience, loyalty, and the AI era.
A new post every week — drawn from Joseph's current research and the ideas shaping his presentations.
1139 posts in the archive
Earlier writing.
Page 24 of 57
- Sep 15, 2020
Stronger Through Adversity | Put Your Mask On First
Thank you for joining me for this series titled "Stronger Through Adversity." This series highlights key takeaways from my upcoming book of the same name . That book is based on conversations and work with more than 140 global leaders. This…
- Sep 8, 2020
Stronger Through Adversity | Born from Conversation
Thank you for joining me for this new series titled "Stronger Through Adversity." This series provides tools to help you cope and lead in a COVID-19 and post-COVID-19 world. https://youtu.be/EC1DLHbk4aw When people find out I have written books…
- Sep 1, 2020
Make it Technology-Aided and Human-Powered: Deliver a Flourish of Humanity
Thank you for joining me for this series titled "Make it Technology-Aided and Human-Powered." This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This is the…
- Aug 25, 2020
Make it Technology-Aided and Human-Powered: Map the Hybrid Journey
Thank you for joining me for this series titled "Make it Technology-Aided and Human-Powered." This series will provide tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This…
- Aug 17, 2020
Make it Technology-Aided and Human-Powered: Compassion in Action
In the weeks ahead, I will share how technology should enhance NOT replace humanity. In the meantime, I'd love to hear how you're merging technology and humanity as you counterpunch this virus. During that conversation, I might share how some of my…
- Aug 11, 2020
Make it Technology-Aided and Human-Powered: Be Compassionate
I'd love to hear how you're effectively demonstrating compassion to team members and customers and possibly share how some of my clients are doing the same. Please reach out to me here . Thank you for joining me for this new series titled "Make it…
- Aug 4, 2020
Better Than Normal | The Entrepreneurial New Days
This is the sixth and final installment in a series titled "Better Than Normal - Designing Transformative Experiences," which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19…
- Jul 28, 2020
Better Than Normal | The Listening New Days
This is the fifth installment in a series titled "Better Than Normal - Designing Transformative Experiences," which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world.…
- Jul 21, 2020
Better Than Normal | The Empathic New Days
This is the fourth installment in a series titled "Better Than Normal - Designing Transformative Experiences," which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world.…
- Jul 14, 2020
Better Than Normal | The Vulnerable New Days
This is the third installment in a series titled "Better Than Normal - Designing Transformative Experiences," which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world.…
- Jul 7, 2020
Better Than Normal | The Purposeful New Days
This is the second installment in a series titled "Better Than Normal - Designing Transformative Experiences," which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world.…
- Jun 30, 2020
Better Than Normal - The Good New Days
This is the first installment in a series titled "Better Than Normal - Designing Transformative Experiences," which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world.…
- Jun 23, 2020
It's Emotional - Finding Comfort in Uncertainty
This is the 6th and final installment in the series, "It's Emotional – Creating an Unprecedented Team and Customer Experience." This series of short presentations offer tools to help you manage your emotions and to support the emotional journey of…
- Jun 16, 2020
It's Emotional - Now is the Time to Design
https://youtu.be/a3SKFh4M0n8 Let's face it, COVID-19 forced most business leaders and entrepreneurs to alter their operations, service delivery, and customer experience overnight. If, before COVID -19, you sold flowers in a traditional retail store,…
- Jun 9, 2020
It’s Emotional – Flip the Feeling
https://youtu.be/hu92WRNsMS8 This is the fourth installment of the series “It’s Emotional – Creating an Unprecedented Team and Customer Experience.” I have an unusual perspective when it comes to the emotional impact of this pandemic. My view is…
- May 27, 2020
It’s Emotional - Listen to the Feelings Behind the Words
https://youtu.be/LGJ98lyNIyw Thank you for joining me on this third installment in my series “It’s Emotional – Creating an Unprecedented Team and Customer Experience in the Pandemic.” This series is designed to offer tools to manage your emotions as…
- May 19, 2020
It's Emotional - Honor the Fear
https://youtu.be/KBf3rpIRu3M This is the second installment in my series “It’s Emotional–Creating an Unprecedented Team and Customer Experience in This Pandemic.” This series is designed to offer tools to manage your emotions as well as support the…
- May 12, 2020
It's Emotional - Focus on the Hole
https://youtu.be/NlAr2Y-FSdE This is the first installment in my series It’s Emotional–Creating an Unprecedented Team and Customer Experience in this Pandemic . This series is designed to offer tools to manage your emotions as well as support the…
- May 5, 2020
Break the Glass - The ABCs of Customer Experience During COVID-19
th https://youtu.be/e4Hb9fTlkxw This is the 5 and final installment in my series Break the Glass, where we are looking at what you can do to deliver a positive human experience in this time of great business disruption. (Next week will start a new…
- Apr 28, 2020
Break the Glass – Be Surprisingly Kind
th th th https://youtu.be/YhHhekdfY3E This is the 4 installment in my series Break the Glass, where we are looking at what you can do to maintain a positive human experience in a time of great business disruption. Our focus today is on being…
Joseph Michelli
Bestselling author of twelve books on Starbucks, Ritz-Carlton, Mercedes-Benz, Zappos, Airbnb, UCLA Health, and One Medical. Top 5 Global CX Thought Leader for ten consecutive years.
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