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Joseph Michelli - Customer Experience Expert and #1 New York Times Bestselling Author, Keynote Speaker

Joseph Michelli

Joseph Michelli Customer Experience Expert and #1 New York Times Bestselling Author

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Joseph Michelli - Customer Experience Expert and #1 New York Times Bestselling Author, Keynote Speaker
Joseph Michelli's Biography

Dr Joseph Michelli is a customer and employee experience expert, keynote speaker and #1 New York Times bestselling author of business books including The Starbucks Experience, The New Gold Standard and The Zappos Experience. In nearly four decades as an adviser he has worked with Starbucks, The Ritz-Carlton, Mercedes-Benz and more than 150 other brands, consulting or presenting in 33 countries.Many of his books are written from inside the organisations they describe, from The Ritz-Carlton and Zappos to UCLA Health System, Mercedes-Benz, Airbnb and One Medical. Prescription for Excellence, on UCLA Health System, reached number one on the New York Times bestseller list. His most recent books are All Business Is Personal (2025) and the forthco

  • SPEAKING VIDEOS

  • HONORS and AWARDS

  • BOOKS

All Business Is Personal | Joseph Michelli Speaker Reel play All Business Is Personal | Joseph Michelli Speaker Reel
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Award

Customer Experience Hall of Fame
Award

CXPA Impact Award
Award

Global Gurus Top 5 Customer Experience Thought Leader
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Get Me a Person: Winning Human Connection and Loyalty in the Age of AI Get Me a Person: Winning Human Connection and Loyalty in the Age of AI
All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement
Customer Magic: The Macquarie Way Customer Magic: The Macquarie Way
Stronger Through Adversity Stronger Through Adversity
The Airbnb Way The Airbnb Way
The MindChamps Way The MindChamps Way
Driven to Delight Driven to Delight
Leading the Starbucks Way Leading the Starbucks Way
The Zappos Experience The Zappos Experience
Prescription for Excellence Prescription for Excellence
The New Gold Standard The New Gold Standard
The Starbucks Experience The Starbucks Experience
When Fish Fly When Fish Fly
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Joseph Michelli Speaker Solutions
Keynote Topics Workshops & Masterclasses
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Joseph Michelli Keynote Topics
Get Me a Person: Winning Human Connection and Loyalty in the Age of AI

Based on his new book, this keynote looks at where customers want technology and where they want a person, and how organisations win loyalty by getting that balance right as AI spreads through every customer journey.

All Business Is Personal: The Human Experience Pyramid and the L.E.A.D. Model

Drawing on All Business Is Personal, his book on One Medical's human-centred, technology-powered approach to customer engagement, Joseph presents the Human Experience Pyramid and the L.E.A.D. Model for building the engagement that leads to repeat business and referrals.

Customer Loyalty in the AI Era

How human-centred, technology-aided strategies create loyal customers, and how to use AI to support people rather than replace the human connection customers value.

The New Gold Standard: The Ritz-Carlton Leadership System

Based on The New Gold Standard, Joseph shares the five leadership principles behind The Ritz-Carlton's legendary customer experience and shows how any organisation can apply them.

The Starbucks Experience

Drawing on The Starbucks Experience and Leading the Starbucks Way, Joseph explains the principles Starbucks uses to turn ordinary moments into extraordinary ones and to connect with customers, products and people.

Driven to Delight: The Mercedes-Benz Experience

Based on Driven to Delight, the story of how Mercedes-Benz set out to deliver a world-class customer experience, and the lessons other organisations can take from it.

Stronger Through Adversity: Crisis-Tested Leadership Lessons from 140 Global CEOs

Based on Stronger Through Adversity, in which world-class leaders share pandemic-tested lessons, this keynote shows how to lead teams and serve customers through crisis and emerge stronger.

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Joseph Michelli Workshops & Masterclasses
Delivering Memorable Moments: Creating "Craveable" Employee and Customer Experiences

A practical session on designing the moments that make employees and customers want to come back.

It's Not About You: Lasting Success Through an Obsession with Customer Value

How teams build lasting success by measuring every decision against the value it creates for customers.

The Human Experience Pyramid: Executive Offsite and Facilitation

A facilitated executive offsite in which the leadership team applies the Human Experience Pyramid to its own business.

Joseph Michelli
Joseph Michelli's Biography

Dr Joseph Michelli is a customer and employee experience expert, keynote speaker and #1 New York Times bestselling author of business books including The Starbucks Experience, The New Gold Standard and The Zappos Experience. In nearly four decades as an adviser he has worked with Starbucks, The Ritz-Carlton, Mercedes-Benz and more than 150 other brands, consulting or presenting in 33 countries.

Many of his books are written from inside the organisations they describe, from The Ritz-Carlton and Zappos to UCLA Health System, Mercedes-Benz, Airbnb and One Medical. Prescription for Excellence, on UCLA Health System, reached number one on the New York Times bestseller list. His most recent books are All Business Is Personal (2025) and the forthcoming Get Me a Person: Winning Human Connection and Loyalty in the Age of AI.

He is a Certified Speaking Professional (CSP), a Certified Customer Experience Professional (CCXP) and a TEDx speaker, and teaches service excellence at Campbellsville University. He holds a PhD from the University of Southern California and is based in Florida.

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Joseph Michelli testimonials

David Feinberg, MD

Former CEO, UCLA Health System

Joseph Michelli is the most powerful change agent I have ever encountered. A few years ago following his Starbucks book he spoke to our management group. I knew immediately that I needed more of Joseph's influence in our organization. Two things occurred. One, we now have an incredible book, Prescription for Excellence, that will assist other organizations in their evolutionary process. But more importantly, because of Joseph, the UCLA Health System has a completely different culture. With all humility, I dare to say, we are on the top of our game.

Amir Dan Rubin

Former Chief Operating Officer, UCLA Health

He has an extraordinary ability to translate complex challenges into simple, powerful actions.

Mariner Kemper

Chairman and Chief Executive Officer, UMB Financial Corporation

Your message fit perfectly with our corporate initiatives and vision. People within our organization are still talking about your remarks.

Brian Adcock

President, Adcock Financial Group

I cannot begin to tell you the incredible feedback from attendees who loved the energy you brought. Not only were you able to inject energy into the event, but you did so in such a thoughtful, emotional manner that had everyone reflecting. People really enjoyed the touch of humanity you bring to a conversation around AI. We've been fortunate enough to have you speak at a number of our events and you never disappoint. Best one yet!

Mike Nicholas, PHR

Vice President, Human Resources, United Federal Credit Union

Fabulous. It was perfect, really. The program was seamless. Outstanding. Joseph was so gracious and generous with how he spent time with us, before, during, and after. His presentation was very polished and truly tailored to our needs.

Rob Elias

Director of Marketing, Pima Federal Credit Union

Dr. Michelli was truly a gift to the business community of Tucson. His message is simply perfect for any business that cares about creating extraordinary customer experiences. Dr. Michelli is one of the best keynote presenters I've ever heard, but more importantly, he is one of the most genuine individuals I've ever had the opportunity to speak with. Without a doubt, I would recommend Dr. Michelli in any capacity for your business.

Kate Shaughnessy

Member Relations Manager, Oncology Nursing Society

Dr. Michelli was incredibly dynamic, incorporating humor, irony, and experienced insight. He effectively tied a business improvement model into the healthcare arena, making the message all the more poignant by integrating his personal connection with our attendees' line of work. Fabulous, informative, and captivating.

Jason A. Wolf

President, The Beryl Institute

Joseph helps make excellence in experience simple and applicable.

Frequently Asked Questions About
Joseph Michelli

Joseph Michelli speaks about customer and employee experience, customer loyalty in the age of AI and service leadership. His keynotes include Get Me a Person, All Business Is Personal, The New Gold Standard, The Starbucks Experience, Driven to Delight and Stronger Through Adversity.

Contact Speaker Agency through the enquiry form on this page with your event date, location, audience and format. Our team will confirm availability and send a tailored proposal.

Corporate conferences, leadership meetings, industry association events, healthcare and financial services events, and executive offsites. He has consulted or presented in 33 countries and also delivers virtual presentations.

Yes. Alongside keynotes he runs half-day and full-day workshops and facilitated executive offsites, including Delivering Memorable Moments and sessions built on the Human Experience Pyramid.

Fees depend on the date, location, format and length of the engagement. Contact Speaker Agency for a quote.

His keynotes run up to 90 minutes. Half-day and full-day programmes and virtual presentations are also available.

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Award Customer Experience Hall of Fame

Inducted into the Customer Experience Hall of Fame for his contribution to the field.

Award CXPA Impact Award

Awarded by the Customer Experience Professionals Association for his impact on the customer experience profession.

Award Global Gurus Top 5 Customer Experience Thought Leader

Ranked among the world's top five customer experience thought leaders by Global Gurus for ten consecutive years.