In this episode, listeners explore the rapidly evolving landscape of customer experience as it transitioned from 2023 into 2024. Dr. Joseph Michelli provides a comprehensive overview of the past year's significant developments, particularly the impact of AI and machine learning in personalizing customer interactions.
He also covers the increased focus on omnichannel strategies and mobile user experience, underlining how these elements became crucial in 2023. Looking forward, this episode offers Joseph's projections for 2024, including the anticipated rise of voice and conversational interfaces and augmented reality in retail.
Dr. Michelli also addresses the growing importance of customer privacy and the expansion of self-service options. The episode will equip business leaders with insights and strategies to stay ahead in the customer experience domain, emphasizing the need for continuous adaptation and innovation in an ever-changing market.
Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting guidance on driving a culture of gratitude can reach out to him directly.
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How to Create WOW - Five Ingredients for Customer Delight
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Pause, Reflect and Learn – How Looking Back Actually Helps You Surge Forward
How to Deliver Customer Experience Excellence in 2023 - Invest in Artificial Intelligence
Being Present Means More than Presents - How to Absolutely Delight in Holiday Moments
Bitter to Loyal: How to Move Customers from Detractors Into Advocates
You Need to Deliver Extraordinary Customer Experiences - Now More Than Ever
Appreciating Customers Every Day - The Importance of Authentic Thanks
Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons for Growth
Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service
Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion
Are You Winning Tomorrow? How to Really Create Lasting Customer Success
Being a Fred (or Davide) - Leveraging Passion to Actually Ensure Customer Loyalty
What Would your Customers Actually Say? Mustering Courage to Observe the Truth
Join the Convenience Revolution - How to be Easier to do Business With
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