A smart team in your organization is about to automate something that should never have been automated — and the business case will look perfect. Joseph Michelli names the Efficiency Trap, walks through the Genesys 2026 finding that 48% of companies hand a customer to a human agent with no context at all, and revisits what happened when Duolingo told the automation story from the company’s side of the counter. Four moves to get out, and stay out.
Get Me a Person: Winning Human Connection and Loyalty in the Age of AI is on sale December 8. Signed, personalized copies: josephmichelli.com/get-me-a-person
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