As the year draws to a close, businesses are concentrating on finishing strong and preparing for the new year. In a recent episode of CBT Now, Joseph Michelli, CEO of The Michelli Experience, provided insights on key trends affecting today’s workplace and customer experience.
Michelli highlighted the rapid pace of technological advancement as a significant trend. Despite these innovations aimed at enhancing efficiency, 38% of employees report feeling unable to keep up with the speed of change. This technological shift not only improves operational capabilities but also reduces the demand for certain roles, leading to an increase in offboarding practices.
Improperly managed employee exits can tarnish an employer’s reputation, particularly as dissatisfied workers take to social media to voice their grievances. Consequently, many organizations are beginning to implement more thoughtful offboarding strategies aimed at ensuring dignity and clarity, which serve to maintain internal stability. Michelli emphasized the importance of internal communication during these transitions, advocating for a focus on acknowledging role changes without disclosing personal or sensitive information.
Organizations must clarify how responsibilities will evolve and alleviate unnecessary anxiety among remaining employees. Michelli pointed out that leaders often grapple with the dilemma of balancing transparency and discretion when discussing employee departures. He noted that discussing the reasons behind an employee’s exit is generally inadvisable, as oversharing can undermine trust among staff who may fear receiving similar treatment in the future.
The ramifications of workforce changes frequently extend beyond internal teams, impacting customer relationships—especially in sales and support roles. As companies transition toward automation and digital interfaces, customers are encountering a gradual adaptation process. Approximately 25% of consumers reported feeling significantly less satisfied when interacting with AI chatbots compared to human representatives, underscoring the ongoing importance of human interaction, despite the rise of automation.
The acceleration in AI adoption is notable, with tools evolving at a pace faster than previous technologies such as the internet. These systems now offer expanded capabilities that can resolve issues without needing escalation to human agents. However, Michelli cautioned that the challenge lies in ensuring that technology complements human-centered design rather than supplanting it. Organizations need to be vigilant as AI capabilities grow, safeguarding consumer privacy while maintaining the human element in decision-making processes.
“2026 is no different than December 1, 2025… We need to have an effective strategy that engages our employees and customers.”
Another frequent mistake, according to Michelli, is relying on annual recognition or holiday events to uplift staff morale. He argued that year-end celebrations are often ineffective in addressing ongoing engagement challenges, as they can conflict with employees’ personal obligations during the busy holiday season. Instead, he advocates for consistent and ongoing recognition as a more effective means of enhancing workplace morale.
High-performing organizations recognize the value of continuous feedback. For leaders aiming to finish the year on a high note while gearing up for the next, Michelli suggests actively seeking input from both employees and customers. He urges leaders to reflect on lessons learned over the past year, identifying what worked well and where opportunities for improvement exist. Insights gleaned from employee and consumer behavior, direct feedback, and voice-of-consumer data can be invaluable as they navigate evolving workforce and technology landscapes.
As organizations adapt to these changes, the imperative remains for leaders to prioritize both employee and customer engagement strategies to cultivate a more resilient and responsive operational framework. In a world increasingly influenced by technology, maintaining human connections and effective communication will be crucial for success in the year ahead.
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