In this episode of The Customer Experience Bus, Dr. Joseph Michelli is joined by hospitality icon Edward Mady, author of Honing the Human Edge and former General Manager of The Beverly Hills Hotel. Together, they explore what it takes to lead with presence, build a culture of spirit, and empower teams to deliver once-in-a-lifetime experiences.

Edward shares lessons from his remarkable career, reflecting on crisis leadership, frontline empowerment, and the subtle power of kindness as a strategy. From turning down the right side of the bed to reviving brand loyalty through emotional connection, Ed offers insights every leader—regardless of industry—can apply to elevate both employee and customer experiences.

🔗 Connect with Edward Mady: Edward Mady 📘 Order his new book, Honing the Human Edge: Available now on Amazon ▶️ Watch the full interview on YouTube: The Michelli Experience Channel

If this episode resonated with you, please like, rate, share, or subscribe to the show. Let’s keep driving experience excellence—one stop at a time.

SUMMARY

In this conversation, Joseph Michelli and Mark Slatin explore the intricacies of customer experience (CX) and the pivotal role of trust in building effective relationships between organizations and their customers. Mark shares his journey in establishing Empowered CX and emphasizes the importance of trust as a dynamic and investable asset in both interpersonal and institutional contexts. They delve into the Trust Equation, discussing its components and how organizations can leverage technology to enhance trust and intimacy with customers. Mark also highlights his contributions to education in the CX field through his teaching at Michigan State University and the development of master classes aimed at empowering future CX professionals.

TAKEAWAYS

Mark Slatin founded Empowered CX to support CX leaders. Trust is essential for effective customer experience. The Trust Equation includes credibility, reliability, intimacy, and self-orientation. Intimacy in business is about creating psychological safety. Organizations can leverage technology to enhance customer relationships. Building trust requires understanding both interpersonal and institutional dynamics. CX leaders must focus on emotional connections, not just transactional outcomes. Education is crucial for the next generation of CX professionals. Master classes can help professionals improve their trust-building skills. The journey of customer experience is ongoing and requires continuous learning.

CONTACT MARK SLATIN

WEBSITE: https://www.empoweredcx.com/

LINKEDIN: https://www.linkedin.com/in/markslatin/

CONTACT JOSEPH MICHELLI

WEBSITE: https://josephmichelli.com/

LINKEDIN: https://www.linkedin.com/in/josephmichelli/

Hop aboard the Customer Experience Bus with your host, Dr. Joseph Michelli, for an enlightening journey with guest Alan Williams—Managing Director of Service Brand Global and co-author of The 31 Practices, The Values Economy, and Supercharging Customer Experience. In this episode, Alan breaks down how leaders can truly live out their organizational values to build high-performance cultures and exceptional customer experiences.

From translating values into daily behaviors to aligning brand identity, employee engagement, and customer outcomes, Alan shares actionable strategies and inspiring real-world stories—including the powerful impact of a night porter’s empathy and a receptionist’s attention to detail. Whether you're navigating a cultural transformation or just looking to elevate the service your team delivers, this episode is packed with practical insights.

💡 Tune in and learn how to:

• Turn abstract values into measurable, daily actions

• Empower employees through intrinsic motivation

• Align purpose, people, and performance

🎧 Don’t miss this purpose-fueled episode—listen now on the Customer Experience Bus podcast!

To Reach Alan Williams:

Contact Information:

• Website: SERVICEBRAND GLOBAL

• Email: alan@servicebrandglobal.com

• Phone: +44 (0)7875 200666

Books by Alan Williams:

1. The 31 Practices: Release the Power of Your Organization's Values Every Day

   • Amazon Link

2. The Values Economy: How to Deliver Purpose-Driven Service for Sustained Performance

   • Amazon Link

3. Supercharging the Customer Experience: How Organizational Alignment Drives Performance

   • Amazon Link

4. My 31 Practices: Release the Power of Your Values for Authentic Happiness

   • Amazon Link