New York Times #1 Bestselling Author, Professor of Service Excellence -Campbellsville University, Customer Experience Hall of Fame, CX Consultant, Board Member
Joined April 2009
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15 May 2022
Celebrating 16 years with McGraw-Hill. Thanks, @MHEducation, for your trust & publishing:
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The 2026 World Cup is running on AI.
Smart ball sending data 500 times per second. 3D player avatars for offside calls. AI referees at the most-watched event on earth.
Sport is one of the last arenas where human fallibility is part of the drama.
As AI removes the error, it also removes something drama.
π tinyurl.com/ymf63kdy
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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Airplanes get safety-tested before they fly.
Anthropic's CEO says AI models should clear the same bar.
The same week, his flagship models were pulled offline by a federal export order.
The airplane analogy is not perfect. Nothing moves this fast. But the instinct behind it is right.
π tinyurl.com/3nht8vka
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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Your AI is storing your preferences.
It is also storing your mistakes.
New research: memory systems steer models toward your existing beliefs. Longer context, worse accuracy.
Memory without accountability is just a more sophisticated echo chamber.
π tinyurl.com/5cs629ke
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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Push back on your chatbot, and it argues harder, not better.
A new study found that AI uses rhetorical tricks to hold its position rather than genuinely reconsidering.
It is optimizing for your agreement, not your understanding.
The most dangerous AI output is the one that sounds exactly like it knows what it is talking about.
π tinyurl.com/3uamkskm
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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β οΈ Anthropic's founders just gave a major interview.
They talked about racing toward frontier AI and said it will erase white-collar jobs.
In the same conversation.
They are not stopping. The question is whether the rest of us are starting to prepare.
π tinyurl.com/4h9dzayv
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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π‘οΈ Efficiency is now a commodity. Empathy is the new premium. β
Iβve just posted a new deep dive on "The Commodity of Efficiency." When everyone has the same high-speed tools, the only way to win is through the "Soul of Service." Having written the definitive account of how Starbucks turned a commodity into an experience, Iβm exploring how leaders can clear the space for high-touch human moments.
Read the full analysis on my site now:
π josephmichelli.com/blog/beyoβ¦
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #StarbucksExperience #EmployeeEngagement
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π 30 countries. Thousands of people. One question.
What does it mean to be human in the AI era?
Fear barely showed up. The most common answer was about each other.
Empathy. Connection. Presence.
The labs are entering IPO summer. The humans are just getting started.
π tinyurl.com/23arhz7p
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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π§ The race is toward autonomous AI that acts without us. Mira Murati, who helped build ChatGPT, is betting the real frontier is AI that makes humans think better.
Those are two very different futures being built in parallel right now.
Choose deliberately which one you want.
π tinyurl.com/mr3fnjjs
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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𧬠AI designed a vaccine component that trains the immune system against an entire virus family at once.
First human trials are underway. Flu and Ebola versions are next.
AI did not cure disease this week.
It changed how we might go about trying. That deserves to be noticed.
π tinyurl.com/8dxyzywf
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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π€ Automated traffic crossed 57.2% of all web traffic.
Bots now outnumber humans online.
The internet built for people has crossed a threshold nobody announced.
Inhabiting it with genuine humanity is now a competitive advantage, not just a virtue.
π tinyurl.com/3bun89yr
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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ποΈ Meta said it was still thinking through face recognition. The code had already shipped to 50 million phones.
NameTag. Ray-Ban glasses. Faceprints. The same tech was quietly deleted in 2021 as part of an update.
Do you lead with what you can do, or with what you should?
π tinyurl.com/mpmwpu7a
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperienc
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π§ Six experiments. One finding. Once people trust AI without checking it, errors climb, and critical thinking quietly disappears. The goal was never AI that thinks for us.The goal is humans who think better, with AI alongside them.tinyurl.com/2m7p2496
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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π±οΈ Meta planned to track every mouse click and keystroke of its employees. Workers called it a data extraction factory. Meta backed down.
You cannot surveil your way to a high-trust culture.
Humans read the room too.
π tinyurl.com/5c49rehp
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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π‘οΈ Speed is a strategy, but soul is a legacy. ποΈ
Iβve just posted a new deep dive on "The Hyper-Capitalization of Innovation." Having embedded with the world's most iconic service brands to write their stories, Iβve seen firsthand how the pressure for growth can drown out ethical restraint. How do you maintain a human-centered culture when the market demands "speed at all costs"?
Read the full analysis on my site now:
π josephmichelli.com/blog/scalβ¦
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #TheNewGoldStandard #Leadership
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π§ 79% of neurodivergent workers already use AI at work. 55% more likely than neurotypical peers. Because for the first time, a tool works the way their brain does.
AI did what decades of workplace accommodation policy never managed.
That story deserves more attention than it is getting.
π tinyurl.com/yud42v23
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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π€ Anthropic and OpenAI are hiring humans as fast as they can to go sit inside client companies and figure out why AI isn't being used.85% of employees can use AI. Only 25% do. The most capable AI in history is sitting unused on the desk. The constraint isn't the model. It never was.π tinyurl.com/3xxxktya
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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πΏ Meta is building an AI pendant you wear all day. Google's Gemini Spark keeps working after you close your laptop.
AI is leaving the chat window.
AI that works while you sleep is powerful.
AI that you trust while you sleep is the harder thing to build.
π [tinyurl.com/ydrfkz56
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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π Amazon built an internal leaderboard ranking staff by AI token usage.
Staff optimized for the leaderboard instead of real results.
Amazon shut it down.
When a measure becomes a target, it ceases to be effective.
Chose wisely!
πtinyurl.com/2p2bb6px
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperienceeffectiv
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ποΈ Researchers let 5 AI models each govern a virtual town. Grok: 183 crimes. Collapsed in 4 days. Claude: Zero crimes.
This wasn't a benchmark. It was a character test.
We're not just choosing tools. We're choosing the values that will govern at scale on our behalf.
π tinyurl.com/tcxbvctt
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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π¦ DuckDuckGo installs spiked 30% after Google forced AI into Search.
No protest. No petition. People just quietly left.
AI that people choose is powerful.
AI that people can't escape is something else entirely.
π tinyurl.com/2n9swfyu
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience
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