Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Dr. Joseph A. Michelli
Design the Job, Not Just the Tool
9 minutes Posted Sep 11, 2026 at 8:00 am.
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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.