#127 Balancing AI and Human Interactions

The Delighted Customers Podcast with Mark Slatin

Dr. Joseph Michelli offers invaluable insights on balancing AI and human interaction in customer experience, drawing from his extensive research and work with renowned brands like Starbucks, Ritz-Carlton, and Mercedes-Benz. His expertise in understanding the emotional drivers behind consumer decisions and the importance of self-reflection for business leaders makes this episode a must-listen for anyone interested in enhancing their customer experience strategy.

Excited to share insights from the latest episode of the Delighted Customers podcast featuring Dr. Joseph Michelli, internationally renowned speaker, author, and organizational consultant! Here are three intriguing questions addressed during our conversation:

• How should CEOs approach the incorporation of AI and its intersection with customer experience?

• What are some common missteps companies make when balancing technology and human experience?

• How can businesses effectively leverage both technology and human touch to enhance customer relationships?

Don't miss Dr. Michelli's upcoming book, All Business is Personal available now for pre-order!

Meet Dr. Joseph Michelli

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times' #1 bestselling author. His books include:

• Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges • The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging • Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way • Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People • The Zappos Experience: 5 Principles to Inspire Engage and WOW • Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System • The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company • The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary • When Fish Fly: Lessons for Creating a Vital and Energized Workplace co-authored with the owner of the "World- Famous" Pike Place Fish Market in Seattle

• Customer Magic: The Macquarie Way -How to reimagine customer experience to transform your business

Joseph: • is a Visiting Professor of Service Excellence at Campbellsville University • is the recipient of the Customer Experience Professional Association’s – Impact on the Customer Experience Profession award • is a Certified Customer Experience Professional (CCXP) • has been inducted into the Customer Experience Hall of Fame • has been named one of the Top 5 Customer Experience thought leaders for six consecutive years by Global Gurus • is on the founders' council of CustomerExperienceOne • has served on the editorial board member for the Beryl Institute's Patient Experience Journal • won the Asian Brand Excellence Award • holds the Certified Speaking Professional (CFP) designation from the National Speakers Association • is a member of the Authors Guild

He received his master's and doctorate from the University of Southern California. Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.