The show for the ‘Executive Athlete’.
In today’s business world, customer experience (CX) is more important than ever. In a recent interview with Joseph Michelli, a leading expert in customer experience and organizational culture, we explored how AI, culture, and leadership shape exceptional service.
While AI tools like chatbots can improve efficiency, Michelli emphasizes that AI cannot replace human connection in CX. Automation can handle routine tasks, but real customer loyalty comes from personal, empathetic interactions that only humans can provide.
A company’s culture directly impacts its customer service. Michelli explains that when employees are aligned with the company’s values, they deliver better service. Strong leadership fosters a positive culture that drives exceptional CX.
Effective leadership is key to creating a customer-centric organization. Leaders who model empathy and transparency help establish a company culture focused on customer satisfaction. Their vision motivates teams to deliver excellent service at every touchpoint.
The future of customer experience lies at the intersection of AI, culture, and leadership. AI enhances efficiency, but it’s the human touch—fueled by a strong culture and empowered leadership—that creates remarkable service. For more insights, listen to our full interview with Joseph Michelli on the Ultragrowth Podcast.
What to expect in this episode:
(02:24) – How a parent's influence led to a passion of customer experience.
(03:55) – This one thing may be the reason we are impacted when serving our customers.
(05:54) – How does cultural context affect customer experience?
(08:33) – Why Starbucks failed in Australia.
(11:33) – The evolution of Australian ecommerce stores.
(13:31) – What it was like working with Tony Hsieh from Zappos.
(18:37) – What makes a great organisation have a strong identity.
(23:30) – These are the unique traits of the top entrepreneurs.
(27:41) – How do good companies measure their CX?
(31:15) – How does AI enhance a CX-led company?
(34:15) – Will AI change the definition of good customer experience?
(38:36) – How does a geat company collaborate with their customers?
Follow Joseph:
LinkedIn – linkedin.com/in/josephmichelli/
Podcast – drjosephm.podbean.com/
Website – josephmichelli.com/
X – x.com/josephmichelli?prefetchTimestamp=1738056053936&mx=2
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Website – ugventures.co
Review the podcast – https://ratethispodcast.com/ultragrowthpodcast
Scaling your business does not have to be hard.
This is according to business growth & scaling expert Bill Gallagher.
What are the challenges of scaling a business?
For some small, medium or even large organisations, scaling and achieving year on year growth is super difficult.
What are the key factors to consider when scaling a business?
Today’s conversation is about unfolding the steps you can take with your team to direct your business forward.
Bill Gallagher has helped leaders of scale-ups in a wide variety of industries for nearly 20 years to set themselves free and achieve their highest potential as leaders.
What are the different strategies for scaling a business?
Whether you are in a new business or one that has been in the market for a while and may be a bit stale on the growth side, this is a conversation that you are going to want to check out!
What to expect in this episode:
(04:36) – Leading a large business while neglecting health
(09:08) – What to do if my company is stagnant
(23:44) – How to get the most out of your team
(29:09) – What it’s like coaching inmates in maximum security
***
Follow Bill:
Facebook – https://www.facebook.com/scalingupbizcoach/
LinkenIn – https://www.linkedin.com/in/billgall/
Podcast and blog – https://scalingcoach.com/blog/
Website – https://scalingcoach.com/
X – https://twitter.com/billgall
***
Follow & Subscribe to the Ultrahabits Journey:
Apple – podcasts.apple.com/podcast/the-ultra-habits-podcast/id1551339373
Spotify – open.spotify.com/show/0eWBOT8L1ShaRy5aoPxOHp
Facebook – facebook.com/ultrahabits
Instagram – instagram.com/ultra.habits/
LinkedIn – linkedin.com/in/rj-singh-801a0436/
Strava – https://www.strava.com/athletes/32692468
YouTube – https://www.youtube.com/@Ultrahabits
Website – https://ugventures.co/
Rate the podcast – https://ratethispodcast.com/ultrahabits