Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Dr. Joseph A. MichelliNew 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 presenta... more
| Publishes | Weekly | Episodes | 629 | Founded | 20 years ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | EntrepreneurshipBusiness | |||
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Latest Episodes
In this episode, we tackle one of the biggest misconceptions in business today: that AI is here to replace human judgment. We are moving from the "Bot Era" of passive conversation to an "Agentic Era" of autonomous action. While AI contributes speed a... more
In a technology-aided world, the buyer's journey has compressed into a single moment. Learn how to design for the "Buyer’s Blink" by projecting warmth and competence in the first few milliseconds of any interaction.
To learn more about Joseph's keyn... more
As we close out the first quarter of 2026, one insight stands out in experience research: customers remain loyal to brands that combine precision with warmth.
Precision—driven by AI—anticipates needs, reduces friction, and ensures accuracy. Warmth—d... more
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 k... more
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Reviews
Customer Experience University hosted by Joseph Michelli is a standout podcast for business enthusiasts. Joseph's insightful interviews and deep understanding of the topic make each episode educational and engaging. He has a knack for making the topic easily digestible and turning it into actionable advice that listeners can apply to their situations. I highly recommend it - this is time well spent!
Podchaser52 years agoAly_Zenrabbit- Theory and case studies!
Brilliant business podcast for marketing specialists. I am loving your blend of both theory and practice and case studies. Thank you for sharing your wisdom. Helene
Apple Podcasts5MejVlam
South Africa8 years ago - G
G
Apple Podcasts1Lord gains
United States9 years ago - thanks
I agree that reward programs and recognition are one of the best ways to accelerate performance, satisfaction and retention of both the company’s employees and customers as well.
Apple Podcasts5Savings Angel
Philippines12 years ago - Brilliant!
Short, sweet, and to the point
Apple Podcasts5Matthew PertzUnited States15 years ago
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Chart Rankings
How this podcast ranks in the Apple Podcasts, Spotify and YouTube charts.
Apple Podcasts | #53 | South Africa/Business/Entrepreneurship |
Apple Podcasts | #170 |  Singapore/Business/Entrepreneurship |
Apple Podcasts | #249 | South Africa/Business |
Audience Metrics
Listeners, social reach, demographics and more for this podcast.
| Listeners per Episode | Gender Skew | Location | |||
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| Interests | Professions | Age Range | |||
| Household Income | Social Media Reach | ||||
Frequently Asked Questions About Customer Experience University
What is Customer Experience University about and what kind of topics does it cover?
This show centers on customer experience, loyalty, and leadership, often exploring how technology, AI, and human-centered design shape journeys from frontline interactions to strategic decisions. Episodes frequently blend practical tactics with big-picture frameworks, covering topics like reducing friction, personalization with ethical AI, design under disruption, employee experience as a driver of customer outcomes, and turning complaints into opportunities. A distinctive thread is the emphasis on combining smart tech with clear human touch to build trust and lasting loyalty, with real-world examples from renowned brands and service leaders.
Noteworthy strengths include concise, nugget-sized insights suitable for busy professionals, a foc... more
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How many listeners does Customer Experience University get?
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What are the audience demographics for Customer Experience University?
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How many subscribers and views does Customer Experience University have?
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Which podcasts are similar to Customer Experience University?
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How many episodes of Customer Experience University are there?
Customer Experience University launched 20 years ago and published 629 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
How do I contact Customer Experience University?
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Where can I see ratings and reviews for Customer Experience University?
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What guests have appeared on Customer Experience University?
Recent guests on Customer Experience University include:
1. Ernie Andrus
To view more recent guests and their details, simply upgrade your Rephonic account. You'll also get access to a typical guest profile to help you decide if the show is worth pitching.