Joseph A. Michelli

Joseph A. Michelli, Ph.D., C.S.P., C.C.X.P is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. He has written ten McGraw-Hill-published bestselling books, including: 

• Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges
• The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging,
• Driven 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 Customer Experience Professional designation from the Customer Experience Professional Association and the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute’s Patient Experience Journal (PXJ), and is on the founders’ council of CustomerExperienceOne. 

Dr. Michelli has served on the board of M-ize, an award-winning warranty and service management company with operations in the United States and India, and is on BonfireDW advisory board (a company that focuses on digital wellness for children and adolescents).

Joseph’s other achievements include winning the Asian Brand Excellence Award and being named a top Five Customer Experience Global Guru for five years in a row. He received his master’s and doctorate from the University of Southern California. 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 and abating world hunger.