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

Global engagement is at a five-year low while AI spreads everywhere. In this episode, Joseph Michelli shows why the tool was never the variable. Gallup’s data puts engagement at 48% when managers actively support AI use, versus 30% when they don’t. Plus what IKEA did with 8,500 call-center workers instead of cutting them.

Most companies know their regular customers. Few know which ones would defend them. That difference matters.

Joseph Michelli digs into Motista research that quantifies the gap between t satisfied and emotionally connected customers. He also offers an assignment to help you know and show appreciation for your advocates. 

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Your customers just told researchers they would switch companies to avoid the very thing you are spending millions to build.

Joseph Michelli unpacks the “get me a person” backlash — Gartner finds 64% of customers would prefer companies didn’t use AI in service, and 60% fear they won’t reach a human when it matters — and names the opportunity hiding inside it: the Human...

In this quarter capstone, Joseph Michelli puts the whole machine back together: engagement, loyalty, and referrals aren’t three programs — they’re three outputs of one “loyalty operating system.” Drawing on Gallup’s record-low employee-pride data and Nielsen’s finding that 88% trust recommendations from people they know, he shows how engaged people build loyal customers who r...

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 leaders call experience a priority. Drawing on his own Mercedes-Benz buying-experience work, he explains why the people closest to custome...