Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Jul 3, 2026 · 7 min · 9 segments
Only 20% of employees worldwide are engaged — and AI is about to test that fragile number. In this episode, Joseph Michelli draws on Gallup’s latest global data and a Ritz-Carlton lesson in trust to…
Joseph MichelliHost
Have you ever driven on a tire with a slow leak? The tire that just quietly loses pressure mile after mile until one cold morning the warning light finally comes on and you realize you've been driving on it for some time? The damage was happening, you just couldn't hear it.
I want to talk today about the slow leak that artificial intelligence is creating inside most organizations right now.
And like the tire, by the time the warning light comes on, you've usually been losing pressure for a long, long time.
People doing their jobs while one question runs underneath everything they do.
What does this tool mean for me? I call that a quiet leak, and it's the challenge of leading engagement in the age of AI.
Have you ever driven on a tire with a slow leak? The tire that just quietly loses pressure mile after mile until one cold morning the warning light finally comes on and you realize you've been driving on it for some time? The damage was happening, you just couldn't hear it.
I want to talk today about the slow leak that artificial intelligence is creating inside most organizations right now.
And like the tire, by the time the warning light comes on, you've usually been losing pressure for a long, long time.
People doing their jobs while one question runs underneath everything they do.
What does this tool mean for me? I call that a quiet leak, and it's the challenge of leading engagement in the age of AI.
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