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Joseph Michelli — The Michelli Experience

Joseph Michelli, Ph.D., is a #1 New York Times bestselling author, customer-experience and leadership keynote speaker, and human experience designer for the AI era. His work helps organizations build customer loyalty, employee engagement, and human-centered AI experiences, drawing on inside looks at brands like Starbucks, The Ritz-Carlton, Mercedes-Benz, Airbnb, and Zappos.

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# Joseph Michelli — The Michelli Experience

> Joseph Michelli, Ph.D., is a #1 New York Times bestselling author, customer-experience and leadership keynote speaker, and human experience designer for the AI era. His work helps organizations build customer loyalty, employee engagement, and human-centered AI experiences, drawing on inside looks at brands like Starbucks, The Ritz-Carlton, Mercedes-Benz, Airbnb, and Zappos.

## Key pages
- [About Joseph](https://josephmichelli.com/about): Biography, credentials (CCXP), and background
- [Speaking](https://josephmichelli.com/speaking): Keynote topics, formats, and booking
- [Book Joseph](https://josephmichelli.com/book-joseph): Inquire about booking Joseph for an event
- [Books](https://josephmichelli.com/books): Bestselling titles including The Starbucks Experience, The New Gold Standard, Leading the Starbucks Way, The Airbnb Way, and Driven to Delight
- [The Framework](https://josephmichelli.com/framework): The "All Business Is Personal" / L.E.A.D. methodology
- [Topics](https://josephmichelli.com/topics): Overview of keynote themes

## Topic pillars
- [Human-Centered AI](https://josephmichelli.com/human-centered-ai): Designing human experiences in the AI era
- [Customer Loyalty](https://josephmichelli.com/customer-loyalty): Driving loyalty, referrals, and growth
- [Employee Engagement](https://josephmichelli.com/employee-engagement): Engaging teams to deliver standout experiences

## Content
- [Blog](https://josephmichelli.com/blog): Articles on customer experience, leadership, and AI
- [Podcast](https://josephmichelli.com/podcast): Conversations on experience and leadership
- [Free Guides](https://josephmichelli.com/free-guides): Downloadable ebooks and resources
- [Newsletter](https://josephmichelli.com/newsletter): Human-centered, technology-aided insights

## Contact
- [Contact](https://josephmichelli.com/contact): Get in touch with the Michelli team

## Recent articles
- [Engagement Just Hit a Five-Year Low. AI Didn't Cause It — and Your Managers Can Fix It.](https://josephmichelli.com/blog/employee-engagement-five-year-low-manager-multiplier)
- [The 306% Difference: Why Emotional Loyalty Is the Only Loyalty Left](https://josephmichelli.com/blog/emotional-customer-loyalty-306-percent-difference)
- [Who Still Gets a Person?](https://josephmichelli.com/blog/who-still-gets-a-person-tiered-customer-service-ai)
- [The Operating System for Loyalty in the AI Era](https://josephmichelli.com/blog/human-centered-customer-experience-strategy)
- [The Frontline Knows: Why Your Best Customer-Experience Strategy Is Already on Your Payroll](https://josephmichelli.com/blog/frontline-employee-feedback)
- [When the Bot Breaks: Why Service Recovery Is Where AI-Era Loyalty Is Won](https://josephmichelli.com/blog/service-recovery-customer-experience)
- [Design the Job, Not Just the Tool: Making AI Reduce Friction Instead of Fear](https://josephmichelli.com/blog/redesigning-work-for-ai)
- [Trust Is the Real Currency:
…

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