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.
- 01Sep 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…
- 02Sep 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.
- 03Sep 119 min
Design the Job, Not Just the Tool
AI use at work has nearly doubled — yet only 16% of employees say the tools they were handed help. In this episode, Joseph Michelli unpacks “the bolt-on trap”: dropping powerful AI onto jobs nobody redesigned, which removes no friction and…
- 04Sep 410 min
Trust Is the Real Currency
To get the magic, customers have to let AI know almost everything — and trust in AI is falling, not rising. In this episode, Joseph Michelli makes the case that trust is the real currency of the AI era.
- 05Aug 2810 min
From Customers to Advocates
Why do we recommend some brands and never mention others? In this episode, Joseph Michelli traces the path from satisfied customer to vocal advocate — and finds belonging at its root.
- 06Aug 2110 min
Seen, Not Tracked
Recognition cuts burnout by 73% — yet fewer than one in four employees feel they get enough of it. In this episode, Joseph Michelli draws on Gallup-Workhuman and APA data to map the “seen/tracked line”: the moment technology shifts from…
- 07Aug 149 min
The Standard That Outlived Every Gadget
The handheld device that once felt futuristic at The Ritz-Carlton is obsolete — but the standard it served isn’t. Joseph Michelli makes the case that AI doesn’t rewrite great service; it raises the stakes on it.
- 08Aug 79 min
The Smoke Detector and the Spy
A discount that only appears when you threaten to cancel isn’t loyalty — it’s a confession. Joseph Michelli unpacks the “smoke detector test” for predictive churn AI: the same model can serve customers or surveil them, and they can tell…
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.
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