EPISODE · Jun 26, 2026 · 9 MIN
The Empathy Gap
from Customer Experience University - Winning Loyalty & Engagement One Customer at a Time · host Dr. Joseph A. Michelli
Everyone’s buying the same AI. So what’s left to compete on? In this episode, Joseph Michelli makes the financial case for the “empathy gap” — the 28-point chasm between how customers rate human service versus AI — and shares three moves leaders can make this week to protect the human moments that drive loyalty and referrals. Featuring Forrester’s “green line of goodness” and the One Medical playbook.
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The Empathy Gap
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