A Psychologist’s Take On Winning Customers: Make Them Feel Like The Hero!

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:

• 00:00Customer Effort vs. Ease, AI in CX, & Introducing Dr. Joseph Michelli
• 05:10From Psychology to Business Consulting
• 10:59The Art and Science of Customer Experience
• 24:04The Balance Between Effort and Ease
• 39:35The Service Recovery Paradox
• 40:03Handling Friction in Customer Relationships
• 42:34Generational Differences in Technology Adoption
• 46:41Emotional Intelligence in AI Interactions
• 01:11:32Impressive CX & Key Advice for CX Leaders

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