246: The 6 Steps to a Successful CX Initiative

Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders · Mar 26, 2026 · 48m

Summary:

Most customer service initiatives do not fail because leaders do not care. They fail because they launch with excitement, then daily operations swallow them whole. In this episode, Denise Thompson and John DiJulius break down the six steps required to build a customer experience initiative that actually lasts: create it, launch it, certify it, implement it, measure it, and sustain it. They also tackle what leaders are facing right now, including AI being pushed into customer operations too quickly, the need for executive sponsorship, the importance of frontline buy-in, and why…