Is your customer experience too easy? According to Dr. Joseph Michelli — psychologist, author of 13 books, and consultant to brands like Starbucks, Mercedes-Benz, and Ritz-Carlton — that could actually be the problem.
Dr. Joseph Michelli joins Lacey to dismantle the myth of “effortless” CX and make the bold claim: CX might not survive unless we get a lot more human… and a little more emotional.
Want your customers to care? They need to struggle (just a little). Want your team to win with AI? Teach your bots emotional intelligence. Deep, funny, a little existential — this conversation is for CX pros, tech optimists, and anyone who’s ever asked, "Wait… did that chatbot just gaslight me?"
Tune in to hear why Joseph says, “All business is personal,” and what brands must do now to build human connection at scale.
Key Moments:
- 00:00 Customer Effort vs. Ease, AI in CX, & Introducing Dr. Joseph Michelli
- 05:10 From Psychology to Business Consulting
- 10:59 The Art and Science of Customer Experience
- 24:04 The Balance Between Effort and Ease
- 39:35 The Service Recovery Paradox
- 40:03 Handling Friction in Customer Relationships
- 42:34 Generational Differences in Technology Adoption
- 46:41 Emotional Intelligence in AI Interactions
- 01:11:32 Impressive CX & Key Advice for CX Leaders
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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce
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