Consulting, Customer Experience Design and Leadership

CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence

eglobalis

AUGUST 13, 2024

Background on Samsung and Apple To fully understand how Samsung and Apple differentiate in customer experience, it’s essential to delve into the backgrounds of these two industry titans. Here, we provide an overview of their corporate structures, leadership, and financial performance.

e-support

e-support Innovation Customer Centricity Loyalty

How to Avoid Hidden Disasters in Customer Experience Design

Experience Investigators by 360Connext

JULY 30, 2018

Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, instead of dealing with the reality of the situation.

Customer Experience Design

Customer Experience Design Customer Experience How To Banking

A Toolkit for Customer Experience Leadership in Government With CCO Anahita Reilly – CB74

Customer Bliss

OCTOBER 24, 2017

Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation.

Government

Government Leadership Customer Experience Chief Customer Officer

Webinars

From Rigid To Resilient: Why Enterprises Need Modular Commerce Now

Making the Moment: The Art of Creating Events That Drive Results

Relevance, Reach, Revenue: How to Turn Marketing Trends From Hype to High-Impact

What Your Financial Statements Are Telling You—And How to Listen!

MORE WEBINARS

How to Avoid Hidden Disasters in Customer Experience Design

Experience Investigators by 360Connext

JULY 30, 2018

Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, instead of dealing with the reality of the situation.

Customer Experience Design

Customer Experience Design Customer Experience How To Banking

Customer Experience Speaker, Consultant, Author OR…A Robot

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. Michelli, Ph.D.

Consulting

Consulting Self Service Customer Experience Customers

CX Consulting 101 – Top Principles of Customer Experience Design

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Lead the charge on customer experience design.

Customer Experience Design

Customer Experience Design Consulting Customer Experience Touchpoint

4 Actions to Exceed Customer Expectations

Beyond Philosophy

NOVEMBER 24, 2014

This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.

Customer Expectations

Customer Expectations Net Promoter Score Customer Centricity CEM

Joseph Michelli: What’s the Purpose of Your Business?

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. Ironically, prioritizing profits can actually lead to business decisions that drive customers away.

Leadership

Leadership Hospitality Consulting Consumers

What’s Your Signature? The Importance of Defining Brand Moments

Michelli Experience

NOVEMBER 14, 2017

In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations. Branded Customer Experience. Here are just a few examples of Ed’s recent tweets.

Brands

Brands Hotels Leadership Guest Experience

Leaving a Leadership Legacy {Infographic}

Michelli Experience

JANUARY 27, 2016

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Leadership

Leadership Infographics Employee Engagement Consulting

Mike Wittenstein: I am by no means an actor

Storyminers

JULY 1, 2020

Mike’s entrepreneurial skills served him well as IBM’s eVisionary for Global Services where he started three consulting practices, the last one in customer experience design. Next, Mike founded Storyminers in 2002 to continue mastering the art and science of customer experience and to build the business.

Travel

Travel Banking Customer Experience Design Measurement

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience

Customer Experience Consulting Multi-Channel Leadership

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

Customer Experiences are a catalyst for Customer trust and loyalty. With the introduction of data mining into so many experiences, the issue of data security becomes an important aspect of your Customer Experience design. So be forthright with your Customers about how you will use data.

Data

Data CEM Loyalty Consulting

High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders

Michelli Experience

JULY 25, 2017

Neil notes, “ A recent survey of 3,000 consumers by the Institute of Customer Service (ICS) reveals that staff attitude and staff incompetence are rated the ‘most annoying or frustrating’ service problem, while ‘people-related issues’ account for a whopping 62% of all complaints.”. Key Leadership Behaviors. Michelli, Ph.D.

Consulting

Consulting Touchpoint Leadership Employee Engagement

CX Consulting 101 – Using CX Research to Understand Your Current State

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Build understanding and engagement with Customer Journey Mapping.

Consulting

Consulting Customer Journeys Touchpoint Policies

Supercharge Your Business by Letting Go

Michelli Experience

JANUARY 3, 2018

During the last several months, The Michelli Experience added a new division – Business Supercharged (consulting/coaching services for an exclusive group of entrepreneurs and mid-sized business leaders). is a professional speaker and chief experience officer at The Michelli Experience. Lessons from Mr. Buffett.

Consulting

Consulting Automotive Leadership Resources

How to Lead a Rising Star {Guest Post by Mike Figliuolo}

Michelli Experience

MARCH 18, 2016

Erin is a joy to lead, but she presents you with a big leadership challenge. Mike Figliuolo is the co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results and the author of One Piece of Paper: The Simple Approach to Powerful, Personal Leadership. Her talent means she could move on to bigger roles.

How To

How To Leadership Consulting Advertising

Empathic Design – As Close to the Holy Grail as You Can Get

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathic design” toolkit. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture

Culture Consulting Customer Experience Design Tools

Supercharge Your Business by Letting Go

Michelli Experience

JANUARY 3, 2018

During the last several months, The Michelli Experience added a new division – Business Supercharged (consulting/coaching services for an exclusive group of entrepreneurs and mid-sized business leaders). is a professional speaker and chief experience officer at The Michelli Experience. Lessons from Mr. Buffett.

Consulting

Consulting Automotive Leadership Resources

Recovering Business Trust: Listen, Admit, Apologize, Fix

Michelli Experience

AUGUST 1, 2017

Whether it is leadership miscalculations or service breakdowns, employees and customers often doubt that leaders and businesses will fulfill promises; particularly if something goes wrong during an interaction. is a professional speaker and chief experience officer at The Michelli Experience. Fertile Ground.

Leadership

Leadership Hotels Brands Consulting

Empathetic Design – As Close to the Holy Grail as You Can Get

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathetic design” toolkit. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture

Culture Consulting Customer Experience Design Tools

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

Michelli Experience

NOVEMBER 1, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Customer Experience

Customer Experience Hotels Consulting Travel

So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight

Michelli Experience

DECEMBER 23, 2015

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position.

Customer Experience

Customer Experience Customer Satisfaction Consulting Loyalty

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

Michelli Experience

JULY 4, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customers Customer Experience

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

Michelli Experience

NOVEMBER 2, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Customer Experience Consulting Customers

{Infographic} Empathetic Design

Michelli Experience

JANUARY 24, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post {Infographic} Empathetic Design appeared first on Joseph Michelli.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} When It Matters Most

Michelli Experience

SEPTEMBER 14, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} Complexly Simple | Success Can Breed Mediocracy

Michelli Experience

DECEMBER 6, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} Make It Easy or Turn Out the Lights

Michelli Experience

JANUARY 17, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} Going Beyond the Presents for the Christmas Season

Michelli Experience

DECEMBER 20, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customer Experience Company

Customers Aren’t Always Right: Courageous Leaders Need to Be

Michelli Experience

AUGUST 10, 2016

Leadership must intervene when customers seek to: Manipulate. Leadership requires difficult choices and while it might have seemed to the restaurant manager in the situation that I observed that he was doing the right thing to not confront the customer… he was wrong. Intimidate. Persistently Swear. Personalize comments.

Leadership

Leadership Hotels Loyalty Customer Centricity

Not Just Fast: Understanding a Responsive Experience

Michelli Experience

SEPTEMBER 26, 2017

As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. One of those bedrock issues in daily consulting includes “responsiveness.” Responsiveness.

Consulting

Consulting Automotive Retail Software

{Infographic} The Risk of Excellence: Avoiding Customer Experience Mediocrity

Michelli Experience

OCTOBER 4, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Customer Experience Consulting Customers

Make the Experience Faster and More Personal

Michelli Experience

JULY 27, 2016

In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment. ” Since most of us aren’t running coffee shops, what can we learn from these recent Starbucks moves: In 7 words: Make the Experience Faster and More Personal.

Leadership

Leadership Course Engagement Employee Experience

United Airlines: Big Data to the Rescue of the Passenger Experience?

Michelli Experience

AUGUST 22, 2017

United, however, has become emblematic of an industry viewed as operationally challenged, uncaring, and not customer-centric. Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. is a professional speaker and chief experience officer at The Michelli Experience.

Airlines

Airlines Data Travel Consulting

Guilt or Greatness? Associations that Affect Customer Perception

Michelli Experience

AUGUST 15, 2017

As a customer experience consultant, I disagree. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D.

Social Media

Social Media Consulting Brands Customers

The Robots are Here and There is Fear | Infographic

Michelli Experience

FEBRUARY 14, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customer Experience Company

Abundantly Moving Beyond Business Fear {Infographic}

Michelli Experience

JUNE 22, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. + Joseph A. Michelli, Ph.D.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} Empathic Design

Michelli Experience

JANUARY 24, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post {Infographic} Empathic Design appeared first on Joseph Michelli. Michelli, Ph.D.

Infographics

Infographics Consulting Customer Experience Company

Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

Michelli Experience

MARCH 7, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

Infographics

Infographics Customer Experience Consulting Customers

{Infographic} Complexly Simple | Success Can Breed Mediocracy

Michelli Experience

DECEMBER 6, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customer Experience Company

The Age of AI & the Customer

Michelli Experience

MAY 8, 2018

Leadership: “Making a commitment to the responsible use of AI from the start.”. But What About the Customer? For me (as a customer experience designer) the end goal of all process improvement (whether that improvement is driven by standardization, automation, or adaptivity) is to do more that will increase efficiency.

Competitive Advantage

Competitive Advantage Customers Technology Customer Experience Design

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

Michelli Experience

MARCH 9, 2016

There are few things more important about leadership than developing and growing talent. Congratulations Ben, Wally, Laura, Shane and all that contribute to the amazing work environment at Acuity.

Engagement

Engagement Insurance Loyalty Employee Engagement

The SDI’s of Millennials

Michelli Experience

JANUARY 19, 2016

In addition to my S, D and I view of Millennials, research shows they are EXPERIENCE SEEKERS. According to the Boston Consulting Group, 72% of Millennials report that they prefer EXPERIENCES over products.

Consulting

Consulting Advertising Loyalty Engagement

CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence

How to Avoid Hidden Disasters in Customer Experience Design

Webinars

Trending Sources

A Toolkit for Customer Experience Leadership in Government With CCO Anahita Reilly – CB74

Webinars

How to Avoid Hidden Disasters in Customer Experience Design

Customer Experience Speaker, Consultant, Author OR…A Robot

CX Consulting 101 – Top Principles of Customer Experience Design

4 Actions to Exceed Customer Expectations

Joseph Michelli: What’s the Purpose of Your Business?

What’s Your Signature? The Importance of Defining Brand Moments

Leaving a Leadership Legacy {Infographic}

Mike Wittenstein: I am by no means an actor

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

4 Ways to Gain Customers’ Trust in Data Security

High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders

CX Consulting 101 – Using CX Research to Understand Your Current State

Supercharge Your Business by Letting Go

How to Lead a Rising Star {Guest Post by Mike Figliuolo}

Empathic Design – As Close to the Holy Grail as You Can Get

Supercharge Your Business by Letting Go

Recovering Business Trust: Listen, Admit, Apologize, Fix

Empathetic Design – As Close to the Holy Grail as You Can Get

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

{Infographic} Empathetic Design

{Infographic} When It Matters Most

{Infographic} Complexly Simple | Success Can Breed Mediocracy

{Infographic} Make It Easy or Turn Out the Lights

{Infographic} Going Beyond the Presents for the Christmas Season

Customers Aren’t Always Right: Courageous Leaders Need to Be

Not Just Fast: Understanding a Responsive Experience

{Infographic} The Risk of Excellence: Avoiding Customer Experience Mediocrity

Make the Experience Faster and More Personal

United Airlines: Big Data to the Rescue of the Passenger Experience?

Guilt or Greatness? Associations that Affect Customer Perception

The Robots are Here and There is Fear | Infographic

Abundantly Moving Beyond Business Fear {Infographic}

{Infographic} Empathic Design

Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

{Infographic} Complexly Simple | Success Can Breed Mediocracy

The Age of AI & the Customer

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

The SDI’s of Millennials

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