Your Managers Are the Algorithm

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

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Recorded31 Jul 2026

Publisherfeed.podbean.com ↗

Handlerec:19589382

Show notes

Every leader’s obsessing over which AI model to deploy. Joseph Michelli argues they’re ignoring the real algorithm: the middle manager who decides whether AI feels like a gift or a threat. Drawing on Gallup data — 42% of quits are preventable, and one weekly conversation quadruples engagement — plus a Starbucks store-manager story, he unpacks why enabling managers, not announcing tools, is what turns AI into engagement.

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