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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Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way
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Cherish and Challenge Your Legacy | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
5 Things Service Professionals Should ALWAYS Say…
Mobilize the Connection | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
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Love to be Loved | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
Savor and Elevate | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way
Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way
Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way
Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way
Create Belonging | Customer Experience Excellence – The Airbnb Way
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How to DRIVE employee engagement (part 1) | Customer Experience IS Team Member Experience
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How do you know if they are engaged? | Customer Experience IS Team Member Experience
Vigor, Dedication, and Absorption | Customer Experience is the Result of Team Member Experience
What‘s Science Got to Do With It? | Customer Experience Is Team Member Experience
Reflect and Integrate | Mindset & Agility – The Rocket Fuel for Customer Experience Success
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