Joseph Michelli

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Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.


Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan, and New York Times #1 bestselling author. His latest book is Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges. Joseph’s other titles include The Airbnb Way: 5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and BelongingDriven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the “World Famous” Pike Place Fish Market in Seattle. 


Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA) and is a member of the Authors Guild. He received his master’s and doctorate from the University of Southern California. Joseph has won the Asian Brand Excellence Award, is an editorial board member for the Beryl Institute’s Patient Experience Journal (PXJ), and is on the founders’ council of CustomerExperienceOne. He has been named as one of the Top 5 thought leaders in Customer Experience for five consecutive years by Global Gurus.


Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer as well as abating world hunger.

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Joseph shared his principles on the client service experience with our organization at our annual all-hands event and the audience was blown away. Joseph used simple concepts taken from our own consumer experiences and translated them into a message that applies to an organization like ours that supports commercial clients. Believe it or not, we had laughter, cheers - and even tears by the end of his very thoughtful and thought-provoking speech. Thank you, Joseph, for sharing the legacy of superior organizations with us – our associates will continue to integrate your message into daily practices by refining their own personal legacy statements.

Dora Gougoufkas, Senior Vice President, Capital One

Joseph Michelli is an inspiring speaker who captures his audience with a blend of practicality and passion. Bringing insights from across the industry, Joseph helps make the intricacies of excellence in experience simple and applicable. The information he shares provides his audience with ideas they can implement and also challenges them to look broader and deeper as they tackle their own organizational issues. His ideas are real and his stories palpable, bringing context to his ideas with a powerful and profound personal touch not found in many presentations today.

Jason A. Wolf, President, The Beryl Institute

Joseph takes the time to truly understand your attendees and what you’re looking to achieve at your meeting. This makes for a stellar, attention-grabbing presentation that truly resonates and gets to the heart of what is really important to your audience.

Lynne Skyrme, Market Manager, VSP Vision Care