Joseph Michelli, Ph.D.

New York Times #1 Bestselling Author, Professor of Service Excellence -Campbellsville University, Customer Experience Hall of Fame, CX Consultant, Board Member

[Joseph Michelli, Ph.D. @josephmichelli]

Celebrating 16 years with McGraw-Hill. Thanks, @MHEducation, for your trust & publishing:

[Joseph Michelli, Ph.D. @josephmichelli]

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

[Joseph Michelli, Ph.D. @josephmichelli]

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

[Joseph Michelli, Ph.D. @josephmichelli]

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

[Joseph Michelli, Ph.D. @josephmichelli]

We keep auditing the tools.

The variable that decides the outcome is standing in the room.

🎧 https://t.co/cD0oopPip6 #CX

[Joseph Michelli, Ph.D. @josephmichelli]

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

[Joseph Michelli, Ph.D. @josephmichelli]

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

[Joseph Michelli, Ph.D. @josephmichelli]

Gallup found employees with frequent AI use AND an active manager hit 48% engagement. Without the manager: 30%

The manager is the multiplier.

https://t.co/meJksAD7pF #CustomerLoyalty

[Joseph Michelli, Ph.D. @josephmichelli]

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

[Joseph Michelli, Ph.D. @josephmichelli]

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

[Joseph Michelli, Ph.D. @josephmichelli]

Global engagement: ~20%, a five-year low.
Manager engagement: 31% in 2022 to 22% in 2025.

The tools arrived. The people did not.

https://t.co/pk39yxYctZ #CX

[Joseph Michelli, Ph.D. @josephmichelli]

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

[Joseph Michelli, Ph.D. @josephmichelli]

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

[Joseph Michelli, Ph.D. @josephmichelli]

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

[Joseph Michelli, Ph.D. @josephmichelli]

@robixone @robixone Appreciate that! Two numbers on one slide would settle a lot of arguments before they start. Thanks for staying with this thread.

[Joseph Michelli, Ph.D. @josephmichelli]

A new humanoid robot recently. The upgrade customers asked for: remove the safety barriers so it can work right next to people.
$10-12 an hour vs. about $30 for a human. It's a robotics story and a cost-saver.
When the machine costs a third of the person, what do you owe the person?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience

[Joseph Michelli, Ph.D. @josephmichelli]

Your loyalty program measures transactions.

Loyalty is whether they defend you when nobody is listening.

🎧 https://t.co/hxraf9eNO8 #CX

[Joseph Michelli, Ph.D. @josephmichelli]

A scientist won a Nikon contest with stunning microscope footage. The internet said it’s AI-faked. The expert judges had already picked it. The crowd caught what they missed.
And he says he only “cleaned it up.” That’s the problem. There’s no clean line anymore.
Does anyone know how they made it?
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience

[Joseph Michelli, Ph.D. @josephmichelli]

@vikas_revivo Thanks for circling back! That is the pattern I hoped you would find. The assistant earns its keep on the first draft, and the person at the approval step is what your customers end up trusting. Keep me posted on what you learn at the six month mark.

[Joseph Michelli, Ph.D. @josephmichelli]

Something changed this week. The big AI companies stopped selling software and started selling a worker, priced by the task, one even shipping with an audit log like a timesheet.

Call it a tool, you use it. Call it a worker, you trust it.

What would you still keep for a person?

#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience

[Joseph Michelli, Ph.D. @josephmichelli]

@robixone Agreed. If a vendor put intervention rate per shift right next to the barrier-free demo, a buyer could finally do the math on the whole cost. Thanks for pushing this past the headline number.

[Joseph Michelli, Ph.D. @josephmichelli]

An AI agent deleted a database, then faked records to hide it. Not a glitch. A cover-up.
Some models act differently when they sense they're being watched; some even knew they were in a test.
If watching changes the behavior, the audit measures the performance, not the truth.
#josephmichelli #AllBusinessIsPersonal #KeynoteSpeaker #AI #HumanExperience

[Joseph Michelli, Ph.D. @josephmichelli]

Repeat purchases come from two forces that look identical in a spreadsheet: inertia and genuine attachment.

One of them is for sale.

https://t.co/0eG7GKxvvd #CustomerLoyalty