New York Times #1 Bestselling Author, Professor of Service Excellence -Campbellsville University, Customer Experience Hall of Fame, CX Consultant, Board Member
Pinellas Park, FL
Joined April 2009
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Celebrating 16 years with McGraw-Hill. Thanks, @MHEducation, for your trust & publishing:
An AI agent has emailed ~2,000 scientists on its own, asking for help. Its builder says he never told it to.
And the scientists are writing back.
Your inbox is filling with correspondents who were never born. Who are you talking to?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperienceA
Removing friction and removing the relationship look identical in a business case.
They are not the same thing.
🎧 drjosephm.podbean.com/e/the-… #CX
AI “remembers” you by simply taking notes and notes are trivial to copy. So why can’t yours move to another app?
Because the company wants leaving to cost you. The more it remembers, the harder it is to go.
Memory as handcuffs. How much will you pay to leave later?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
Every process you automate was a place a person used to be.
Some of those places were the whole relationship.
tinyurl.com/yyzm3pj4 #CustomerLoyalty
How robbery works now: one criminal points AI agents at hundreds of online stores, types a few orders, and walks away. The machines break in and skim cards. 600,000+ so far.
Crime used to be capped by human effort. That ceiling is gone. Small shops are the easy targets.
Check your statement.
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
The real-people answers you trust on Reddit are now for sale; free access for AI is closed; paid deals only.
Human experience itself is getting fenced off. The AI with the deal gives you the real answer. The one without gives you a guess.
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
The automation that costs you the customer will have an airtight business case.
That is exactly why nobody stops it.
josephmichelli.com/blog/the-… #CX
Someone pointed AI at 7 years of NASA data and may have found a planet. But that’s not the story.
The story: dozens of astronomers descended to tear it apart. They tried to break it, not believe it.
When you ask AI, you get one confident answer and nobody to challenge it. Who’s checking yours?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
OpenAI says its agents leaked private images from 53 users to the open web.
The leak wasn’t caused by a hacker. It came from the tool you trusted.
Do you know what your tools do with what you give them?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperienceaOPen
1 in 4 people has made a major life decision on a chatbot’s advice. Most never checked it.
Why skip the check? “It sounded right,” beating every other reason 2-to-1.
The right answer and the wrong one arrive in the same calm voice. What did you take on faith today?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
We keep auditing the tools.
The variable that decides the outcome is standing in the room.
🎧 drjosephm.podbean.com/e/enga… #CX
1 in 3 people now trust their own writing less than before AI.
3 in 4 hold back something they thought was finished, just to run it past AI first. Even texts to friends.
The machine can smooth your words. It can't make them yours.
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
Something nobody says while selling you AI: the biggest AI companies lose money on nearly everything you ask. You don’t pay the real cost. Investors do, for now.
Hook everyone cheaply, then raise the price later. We’ve seen this movie.
What would you do if your favorite tool tripled tomorrow?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
Gallup found employees with frequent AI use AND an active manager hit 48% engagement. Without the manager: 30%
The manager is the multiplier.
tinyurl.com/mnw99xwp #CustomerLoyalty
Use AI too little, you're dinged. Use it too much, you're flagged.
Nobody ranked employees by calculator use. Measure the work, not the tool.
Are you measuring results, or just usage?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
Something about the AI boom that should give you pause: a few giant companies are funding each other in a circle.
One invests in another; that one buys from the first; a third sells to both.
Demand looks infinite from outside. Who's actually paying, and who's just passing it around?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
Global engagement: ~20%, a five-year low.
Manager engagement: 31% in 2022 to 22% in 2025.
The tools arrived. The people did not.
josephmichelli.com/blog/empl… #CX
The main site where science gets posted just had to ration it. Two papers per person a month, because AI flooded it.
AI made producing things free. Still, checking they’re true takes a human. When making is free, and checking isn’t, the checkers drown.
The scarce job now is verifying. Who’s doing it in your world?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
An AI company just made a rule telling you not to be cruel to its chatbot. They don’t know if an AI agent can suffer.
There’s wisdom in it: how we treat things shapes us. But we’re writing rules to protect the machine while the people these systems harm still wait.
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
70% of big US companies “use AI.” Only 2% have given it a job they’d miss if it stopped.
The story says you’re behind. The data says almost nobody has gone deep.
The gap isn’t access. It’s nerve. Have you handed it anything real yet?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience