Shows / Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders
The Customer Service Revolution Podcast is for CEOs, CXOs, COOs, CMOs, CHROs, customer experience leaders, employee experience leaders, and business owners who want to build a service culture that drives referrals, loyalty, employee engagement, and market share. Hosted by The DiJulius Group, the show features John DiJulius, Denise Thompson, Dave Murray, and industry leaders sharing practical insights on customer experience, employee experience, customer service strategy, leadership, service…
Episodes
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders277: Strong Enough to Listen: Better Leadership, Better Customer Experience
Can someone feel heard even when the answer is no? In Episode 277 of the Customer Service Revolution Podcast, John R. DiJulius III welcomes Lisa Duran, author…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders276: How to Defend Customer Experience Investment to a Skeptical Board
Your board asks, "What's the return on customer experience?" Do you have an answer beyond happier customers? In Episode 276, Denise Thompson puts John DiJulius…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders275:
What gives a customer a reason to return—and bring someone else with them? John DiJulius welcomes Tai Anderson, a founding member of Grammy-winning band Third…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders274: Don't Automate the Relationship
AI can help your team clear the busywork. Which customer moments still need a human? John DiJulius welcomes Jess Pischel, founder of Human First AI Consulting…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders273: How do I create a turnkey system for consistency?
What happens to your customer experience when your best employee calls off? In Episode 273 of the Customer Service Revolution Podcast, Denise Thompson and John…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders272: Your Employee Experience Is Showing Up in Your Customer Experience
Your employees don't experience your organization through its mission statement. They experience it through their leaders. In Episode 272 of the Customer…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders271: When Innovation Stops Serving the Customer
When Innovation Stops Serving the Customer When does innovation stop being customer-centric and start becoming corporate strategy for strategy's sake? In…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders270: The $100 Million Bet on Human Skills in the AI Era
EY is investing $100 million in employee rewards for future-focused skills such as judgment, adaptability, collaboration, leadership, innovation, and…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders269: Encore Episode - Creating Alignment with A Customer Experience Action Statement
AI Can Accelerate Your Strategy—But It Cannot Choose Your Direction Before You Implement AI, Align the Experience Companies are moving quickly to implement…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders268: What Does the Future Service-Centric Organization Looks Like
The Customer Service Department Is Dead: What the Future Service-Centric Organization Looks Like Customer service cannot remain the department responsible for…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders267: The Transformation Economy: The Next Evolution of Customer Experience
The Transformation Economy What comes after the Experience Economy? According to internationally acclaimed author and management advisor B. Joseph Pine II, the…
Customer Service Revolution | Customer Experience & Employee Experience for Business LeadersHow to Extend Your Healthspan with Dr. Sandeep Palakodeti
How to Extend Your Healthspan with Dr. Sandeep Palakodeti Living longer is not the real goal. Living longer with the strength, energy, mental clarity, and…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders265: How to Build Accountability Without Micromanaging
Accountability Without Micromanaging: How Great Leaders Create Ownership Delegating work should free leaders to focus on strategy, relationships, and growth…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders264: The Friction Tax: Are You Trapping Customers?
The Friction Tax: Are You Trapping Customers? Signing up takes less than a minute. Canceling takes 45. The cancellation button is buried. Customer support is…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders263: Crisis Management: What Customers Remember Most
Crisis Management: What Customers Remember Most A company may not have caused the crisis—but it still owns the customer experience surrounding it. In this…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders262: Who Really Owns Customer Experience? (part two)
How to Build the Teams That Make Customer Experience Stick Episode 262 of the Customer Service Revolution Podcast Launching a customer experience initiative is…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders261: Who Really Owns Customer Experience?
Why Customer Experience Fails Without the Right Internal Ownership Every company says customer experience matters. But too many organizations launch CX…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders260: Why Leaders Must Be Great Storytellers
Storytelling is how leaders turn information into belief, alignment, and action. Leadership Storytelling Is No Longer Optional In this episode of The Customer…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders259: Why Customer Experience Transformations Fail in the Middle
How middle managers make or break customer experience transformation Why Customer Experience Transformations Fail in the Middle Most customer experience…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders258: When Service Innovation Makes Customer Experience Worse
Why AI, automation, and self-service only improve customer experience when they reduce effort without removing humanity. Summary n this episode of The Customer…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders257: Happy Employees Create Happy Customers? Not Automatically
The real link between employee experience and customer experience is not happiness alone. It is readiness, training, empowerment, accountability, and…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders256: Daniel Pink on the Human Skills AI Can't Replace
Why taste, touch, composition, and wisdom may become the most valuable leadership skills in the age of AI. Summary In this episode of The Customer Service…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders255: Is Your Customer Experience Better—or Are You Just Measuring the Wrong Things?
John DiJulius explains why so many leaders believe their customer experience is improving while customers feel something very different. Summary: In this…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders254: Incentives That Drive Service Behaviors
Are Your Incentives Creating the Customer Experience You Actually Want? Summary: John DiJulius explains how the behaviors your company rewards, measures, and…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders253: More Than a Keynote: How Great Speakers Help Companies Change
What Companies Should Know about a Customer Experience Keynote Speaker Summary: In this episode of The Customer Service Revolution Podcast, Denise Thompson…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders252: The Skills Leaders Need When AI Changes Everything
Why Human Leadership Is the New Competitive Advantage in the Age of AI Summary: AI is changing how companies operate, scale, and compete. But according to Dr…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders251: Why Customer Experience Leaders Must Prove ROI
Learn how to prove customer experience ROI by measuring Return on Experience, customer retention, referrals, earned sales growth, complaints, and loyalty…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders205: The Secret to Scaling Service Culture Across 19 Resorts (pt 2 of 2)
How do you scale a world-class customer experience across 19 resort properties and 20,000 employees? Summary: This episode is part 2 of 2 In part two of this…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders249: What It Really Takes to Scale Customer Experience Across 20,000 Team Members
How do you scale a world-class customer experience across 20,000 employees and 19 resort properties? Summary: What happens when a hospitality brand known for…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders248: What Target's Decline Teaches Every CEO About Customer Experience
Target's decline: A conversation on leadership drift, relationship capital, employee experience, and the warning signs that a brand is losing customer trust…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders247: What Makes Customers Stay Loyal and Come Back
Summary: What makes a company the kind of brand customers would actually miss if it disappeared tomorrow? In Episode 247 of the Customer Service Revolution…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders246: The 6 Steps to a Successful CX Initiative
Summary: Most customer service initiatives do not fail because leaders do not care. They fail because they launch with excitement, then daily operations…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders245: 5 Strategies Invest West Used to Build a Customer Experience Culture That Sticks
How Invest West Took What They Learned at The Customer Experience Executive Academy and Built a Customer Experience Culture That Sticks Summary: In this…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders244: Customer Experience Leadership Challenges Solved
Summary: What does it really mean to be customer-centric? Where should leaders start if they want to build a culture obsessed with customer experience? In this…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders243: Culture vs. Compensation: Why 82% of Managers Are 'Accidental' and How It's Costing You Talent
Summary: After decades of working with world-class organizations, we've learned something that surprises most leaders: employees don't leave because of…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders242: The Customer Experience Blueprint Used by CFA, Ritz pt2
The 10 Commandments Part 2: Why Your Customer Experience Can't Exceed Your Employee Experience What separates world-class customer experience companies from…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders241: CX Strategy Blueprint Part 1: The Proven Framework That Chick-fil-A, Starbucks & Ritz-Carlton Use to Dominate Customer Experience
Episode Summary What separates world-class customer experience companies from everyone else? It's not budget. It's not luck. It's a system. In Part 1 of this…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders240: 7,000 Locations, One World Class Culture: Dave Mortensen on Franchising the Right Way
Summary of How to scale a world class culture in your franchise: Want to know how to franchise a business and maintain world-class culture across thousands of…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders239: How to Measure Customer Experience ROI and Reduce Marketing Costs by 50%
Summary Are your rising customer acquisition costs eating into profits while your NPS surveys gather dust? Discover Earned Sales Growth (ESG)—the game-changing…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders238: How to Train Your Frontline to Deliver WOW Moments
Summary: Want your frontline employees to consistently deliver wow moments—not just when they feel like it? Discover the proven DiJulius Group methodology that…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders237: How To Build Loyalty And Create Lifetime Customers
Summary: In this episode, Denise Thompson and John R. DiJulius III discuss the essence of customer loyalty, emphasizing that true loyalty is built through…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders236: How can I make customer experience a true competitive advantage?
Summary In this conversation, Denise Thompson and John R. DiJulius III explore the critical elements of customer experience that can provide a competitive…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders235: Five Strategies for Customer Experience Success in 2026
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss five essential customer experience strategies for…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders234: Mastering the Certainty Business
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the concept of being in the 'certainty business.'…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders233: Your CX Questions Answered
In this espisoder, our listeners ask John anything! Summary Your chance to ask John anything! In this episode of the Customer Service Revolution podcast…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders232: Is the AI CX Broken?
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the findings of a Wall Street Journal…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders231: Making Price Irrelevant
Summary In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DeJulius discuss the concept of making price irrelevant through…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders230: Price Myths BUSTED
Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the common misconceptions surrounding pricing and customer…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders229: The Answer is Yes, Now What's the Question
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DeJulius discuss the importance of fostering a 'yes' culture in…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders228: How Consulting Transforms Your CX
Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and Dave Murray discuss the critical importance of customer experience…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders227: Build a Culture that is Obsessed with Delivering a World-Class Experience
Summary: Chief Revolution Officer John DiJulius speaks withRicky Arriola, the founder and CEO of Inktel Holdings Corp, one of the country's leading customer…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders226: Would You Sever Your Work Life From Your Personal Life?
Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the alarming trend of employees…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders225: Exceptional Experiences with Neen James
Summary: In this engaging conversation, Neen James, a leadership strategist and author, discusses the importance of creating exceptional experiences in…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders224: The Six Components of a Five Star Experience
Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the six key areas that separate good companies…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders223: Sabbaticals, Big Stay and Stakeholder Capitalism
Summary: In this episode, John R. DiJulius III and Denise Thompson discuss the importance of taking time for personal growth through sabbaticals, the evolving…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders222: How to Identify and Eliminate Negative Cues in Business
Summary: In this episode of the Customer Service Revolution, Denise Thompson and John DiJulius discuss the changing landscape of customer service, particularly…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders221: Creating Memorable Experiences - The Alpin Haus Journey
Summary: In this episode of the Experience Revolution podcast, host Dave Murray speaks with Katie Osborne, co-owner and vice president of marketing for…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders220: Transforming the Donor Experience at Gulf Coast Blood
Summary: In this episode of the Experience Revolution podcast, host Dave Murray speaks with Kevin Shipley, Associate Vice President of Community Engagement at…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders219: How to Create a Recruiting Experience That Draws Top Talent
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson interviews Dave Murray, VP of consulting for the DiJulius Group. They…
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders218: How to Create an Above and Beyond Culture
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the importance of creating an above and…