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.

The Operating System for Loyalty in the AI Era

Oct 2, 2026 - 9:44

In this quarter capstone, Joseph Michelli puts the whole machine back together: engagement, loyalty, and...

The Frontline Knows: Why Your Best CX Strategy Is Already on Your Payroll

Sep 25, 2026 - 9:14

The cheapest customer-experience strategy in your company is already on the payroll—and mostly ignored. J...

When the Bot Breaks: Why Service Recovery Is Where AI-Era Loyalty Is Won

Sep 18, 2026 - 10:36

Failure is inevitable—and as AI mediates more of the service, it’s multiplying. Joseph Michelli explains...

Design the Job, Not Just the Tool

Sep 11, 2026 - 9:28

AI use at work has nearly doubled — yet only 16% of employees say the tools they were handed help. In thi...

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The handheld device that once felt futuristic at The Ritz-Carlton is obsolete — but the standard it serve...