Joseph Michelli, Ph.D.

Featured Resources

iCXM Summit: Using AI to Improve the Customer Experience

[Oct. 12, 19, 26; Webinar] Learn how advanced analytics can help business leaders Know, Engage, and Serve their customers more effectively. Attend CustomerThink's free and virtual iCXM Summit for real-world solutions and case studies showing how AI can improve CX.

Understanding Call Center Quality Assurance Frameworks

Assuring quality customer service requires a plan for the metrics being tracked, calls being monitored, and how agents are engaged. This paper defines and illustrates three contact center frameworks for dealing with data collection and analysis from multiple sources.

CX Leadership: How Top Brands Listen Holistically and Drive Personalized Experiences

[Oct. 31; Webinar] Real cultural transformation occurs with companies empathize with customer feedback and empower their employees to take action. Join this webinar to learn how to best leverage technology to drive personalized interactions with your customers.

Show me the numbers! Join the Upcoming CX Webinar

Tune in with Scott McCallister, CX University’s leading consultant in CX Financial Accountability, to take CX measurement from correlation to hard data linked to financial outcomes. Register today to reserve your digital seat for the live talk on November 15.