AI adoption • Customer trust • Human judgment
AI Keynote Speaker
Trust at Scale
Help your audience put AI to work without losing the trust that makes business work.
Michael McMillan · CXMike
The keynote at a glance
Michael McMillan’s AI keynote, Trust at Scale, helps business leaders connect artificial intelligence to customer outcomes. The session explores where automation helps, when human judgment matters, and how teams can design handoffs that preserve context and accountability.
Best for: Executive teams, association conferences, CX leaders, service organizations and business technology events.
Formats: 30–60 minute keynote • Interactive workshop by arrangement • In person or virtual
The audience challenge
Why this conversation matters
AI can make a customer interaction faster while leaving the customer less understood. A chatbot that closes a conversation before solving the problem has improved the wrong number. Leaders need a shared definition of a successful outcome before choosing what to automate.
Michael’s perspective
From business experience to useful action
Michael brings an operating perspective from customer experience, SaaS, BPO and contact-center leadership. The conversation begins with the work customers need completed, then connects technology, frontline knowledge and leadership decisions. It is accessible to nontechnical audiences and can be adapted to an organization’s stage of AI adoption.
See Michael in action and explore formatsBeyond inspiration
What your audience will take away
Choose the right work
Identify one customer workflow where AI can remove effort, with a clear owner and a measurable outcome.
Protect the handoff
Define when a person should step in and what information must travel with the customer.
Measure what matters
Pair speed and capacity measures with resolution quality, repeat contact and customer confidence.
Inside the talk
The conversation, step by step
- 01
Start with the customer’s job
Separate useful assistance from automation that simply moves effort onto the customer.
- 02
Assign AI and human responsibilities
Examine routine assistance, judgment calls, exceptions and the point of escalation.
- 03
Make context travel
Map what the system knows, what the person needs, and how the customer learns what happens next.
- 04
Turn the idea into a pilot
Choose a bounded workflow, a baseline, an owner and a review date.
The emphasis, examples and interaction are tailored during event planning.
Try this with your team
A conversation worth starting
Choose one automated interaction. Write down the customer’s goal, the signal that triggers human help, the context the employee receives, and the measure that proves the issue was resolved.
Use this prompt in a planning meeting or post-event discussion. Link to this page when sharing it with colleagues.
Questions, answered
Frequently asked questions
What does an AI keynote speaker cover for business leaders?
A useful business AI keynote connects technology to decisions: which work to automate, how roles change, where oversight belongs and how to measure customer and employee outcomes. Trust at Scale concentrates on these practical operating questions.
Is Trust at Scale a technical presentation?
The session is designed for business audiences. It explains AI through workflows, customer conversations and leadership decisions. Technical depth and examples can be discussed during event planning.
Does the talk address AI agents and human handoffs?
Yes. A central question is what happens when an automated assistant reaches its limits. The session explores escalation signals, preserved context, clear ownership and the customer’s next step.
Will the keynote recommend a specific AI vendor?
The session focuses on business requirements and operating choices. Examples can illustrate a workflow without turning the keynote into a product demonstration or a vendor selection exercise.
Can the session become an interactive workshop?
Yes. A workshop can help teams map a real workflow, assign AI and human responsibilities, and define a measurable pilot. The agenda and depth are agreed around your event objectives.
How can we book Michael for an AI keynote?
Use the event inquiry form and include your date, audience, location or virtual format, and the AI challenge you want to address. Availability, scope and fees are confirmed in the event discussion.
Make this relevant to your audience.
Share your event date, audience, format and the action you want people ready to take. We’ll discuss topic fit, availability and speaking fees.
Check Michael’s availability