Imagine living life with Schizophrenia but having no idea. Today’s conversation is with a special guest, my childhood friend Dr. Apollo Ellis.
He is known as one of Silicon Valley’s top programmers in the tech industry, but the road to get there was incredibly difficult.
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?
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Website – josephmichelli.com/
X – x.com/josephmichelli?prefetchTimestamp=1738056053936&mx=2
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The connection between schizophrenia and drug abuse
From addiction, depression and ultimately a diagnosis of Schizophrenia, his story is no short of a miracle, and certainly the outcome of a deep desire to be more in life. Apollo and I had shared in the madness of addiction and the streets as teenagers, we were truly lost in the wilderness.
We were amongst the worst within our circle of friends.
Through the Valley: Streets, Schizophrenia, and Success in Tech
Apollo Ellis’s journey from the streets of the 1990s San Francisco Bay Area to the heights of Silicon Valley is a tale of extraordinary resilience. Growing up in a world dominated by hip-hop and street culture, he faced daunting circumstances. Narrow escapes from the drug game and gang violence left their marks in the form of PTSD and addiction.
Homelessness and Schizophrenia
Homeless at the age of twenty, Apollo made the pivotal decision to return to school. Choosing education as his lifeline, he began to reconstruct himself. When a diagnosis of acute paranoid schizophrenia threatened his story again, he stayed his course and went on to graduate from UC Berkeley.
Today, Dr. Apollo Ellis is a renowned expert in computer science and technology. He has earned a Master’s degree and a PhD from the best institutions in the world and worked at many Fortune 500 tech giants like Intel, Apple, Sony PlayStation, and Facebook.
In Through the Valley, we accompany him on this journey from the precarious streets, through schizophrenia, to Silicon Valley’s pinnacle. It is truly a testament to the power of determination and of an unyielding pursuit of the right to chase one’s dreams.
What to expect in this episode:
00:04:24) – Becoming a meth baller from early teens.
(00:47:04) – Navigating learning while having Schizophrenia
(01:21:26) – Insights on how to publicly share your mental health journey.
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Follow Apollo:
Book – Through the Valley: Streets, Schizophrenia, and Success in Tech
LinkedIn – https://www.linkedin.com/in/apollo-e-481621a0/
Facebook – https://www.facebook.com/apollo.ellis
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