Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

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 quietly manufactures fear. Drawing on fresh Gallup data, he shares how to redesign the job — subtract the drudgery, raise the human value ...

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. Drawing on data from Edelman, Cisco, and Salesforce, he shows why transparency — not capability — is the differentiator and offers three disciplines for earning the “trust div...

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. With Nielsen, Harvard Business Review, and Edelman data, plus the real story behind Airbnb’s “Belong Anywhere” strategy, he explains why you can’t discount your way to advocacy — and the three d...

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 noticing your people to watching them with a Ritz-Carlton lesson in recognition at scale and three principles to keep it human as it grows.

The handheld device that once felt futuristic at The Ritz-Carlton is obsolete — but the standard it served isn’t. Joseph Michelli makes the case that AI doesn’t rewrite great service; it raises the stakes on it. Through three enduring Ritz-Carlton standards — the Credo, the Motto, and the daily Line-Up — he shows how to keep your “durable core” alive while letting AI carry th...