The Handoff Problem

The Michelli Experience by Dr. Joseph A. Michelli

Jul 24, 20269:51Business

The bot was fine. The agent was great. The customer was still left furious — because of the handoff between them. In this episode, Joseph Michelli makes the case that AI-to-human escalation, not the bot itself, is the re...

Related Episodes

Continue listening to more episodes from The Michelli Experience.

Trust Is the Real Currency

Sep 4, 2026 - 9:55

To get the magic, customers have to let AI know almost everything — and trust in AI is falling, not risin...

From Customers to Advocates

Aug 28, 2026 - 9:43

Why do we recommend some brands and never mention others? In this episode, Joseph Michelli traces the pat...

Seen, Not Tracked

Aug 21, 2026 - 10:29

Recognition cuts burnout by 73% — yet fewer than one in four employees feel they get enough of it. In thi...

The Standard That Outlived Every Gadget

Aug 14, 2026 - 8:35

The handheld device that once felt futuristic at The Ritz-Carlton is obsolete — but the standard it serve...

The Smoke Detector and the Spy

Aug 7, 2026 - 9:25

A discount that only appears when you threaten to cancel isn’t loyalty — it’s a confession. Joseph Michel...

Your Managers Are the Algorithm

Jul 31, 2026 - 8:49

Every leader’s obsessing over which AI model to deploy. Joseph Michelli argues they’re ignoring the real...

The Referral Engine

Jul 17, 2026 - 10:17

Referral programs mostly fail because companies try to manufacture word of mouth rather than capture it....

Personalization Isn’t Loyalty

Jul 10, 2026 - 10:33

Everyone now owns the same AI personalization tools — so personalization can no longer be your loyalty st...