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

Author: Dr. Joseph A. Michelli

New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
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Language: en

Genres: Business, Entrepreneurship

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The Best CX Leaders Are Pattern - Spotters
Episode 627
Thursday, 26 March, 2026

High-performing customer experience organizations excel at spotting patterns before they turn into problems. From recurring friction and repeated customer questions to communication gaps and emotional cues of confusion, recognizing these signals is key. In this episode, we explore how AI can surface what’s happening, while humans provide the context and insight to explain why. Great leaders don’t wait for issues to escalate—they act as soon as patterns become visible, creating smoother, more proactive experiences for their customers. To learn more about Joseph, please contact him at josephmichelli.com/contact.