Design the Job, Not Just the Tool

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Customer Experience University - Winning Loyalty & Engagement One Customer at a Time not yet transcribed

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Recorded11 Sep 2026

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Handlerec:20338512

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AI use at work has nearly doubled — yet only 16% of employees say the tools they were handed help. In this episode, Joseph Michelli unpacks “the bolt-on trap”: dropping powerful AI onto jobs nobody redesigned, which removes no friction and quietly manufactures fear. Drawing on fresh Gallup data, he shares how to redesign the job — subtract the drudgery, raise the human value — so AI lifts your people instead of unsettling them.

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