Companies Are Spending More on Employee Engagement Than Ever. Gallup Says It’s Getting Worse. Here’s Why.

August 03, 2026 | By: John DiJulius

Global Employee Engagement Just Hit a Five-Year Low. The Problem Isn’t Awareness — It’s the Absence of a System. The Number That Should Be Keeping Every Leader Up at Night Gallup’s 2026 State of the Global Workplace report contains a finding that deserves far more attention than it has received. Global employee engagement fell to... Read Full Article

Adobe Just Paid $150 Million to Learn What Every Great Service Brand Already Knows

July 28, 2026 | By: John DiJulius

Making It Hard to Leave Is Not the Same as Making Customers Want to Stay — and the Difference Will Cost You A $150 Million Lesson in What Customer Loyalty Actually Means In April 2026, a federal judge approved a $150 million settlement between Adobe and the U.S. Department of Justice, resolving FTC allegations that... Read Full Article

Same Sky. Opposite Outcomes. What Delta’s Record Quarter Tells You About Competing on Experience.

June 15, 2026 | By: John DiJulius

While Spirit Airlines Collapsed in May 2026, Delta Posted $14.2 Billion in Revenue. The Difference Was Never About Price. Two Airlines. One Month. Everything You Need to Know About Competing on Experience. In April 2026, Delta Air Lines reported a record March quarter with $14.2 billion in total revenue — up 9.4% from the same... Read Full Article

The 10 Commandments: Your Complete Operating System for World-Class Customer Experience

February 10, 2026 | By: John DiJulius

How leading brands like Starbucks, Chick-fil-A, and Nestlé use this proven methodology to eliminate inconsistency, reduce customer churn, and build cultures competitors can’t copy. You’ve read the books. Attended the conferences. Highlighted the best practices. Your team is nodding along in agreement. But six months later, nothing has actually changed. Your customer experience is still… Read Full Article

What Every Business Can learn from Chewy.com about the ROI of Customer Experience, Plus Much More…

December 02, 2025 | By: John DiJulius

This week’s Customer Experience Microlearning The Greatest Gift We Can Give to Others. Share with your team! *Register for the Class of 2026 Customer Experience Executive Academy starting in January CX + AI Today, many grocery store chains offer their customers an app that indicates the aisle and shelf location of products. I love this…. Read Full Article

Making Every Moment Matter: How KeyBank Transformed Culture and Client Experience and Continues to Break Records

May 30, 2025 | By: Dave Murray

Overview KeyBank’s “Moments Matter” initiative exemplifies a holistic and sustainable cultural transformation that has significantly improved employee engagement and client loyalty. Spearheaded by Victor Aranda and championed by executive leadership, this initiative aligns organizational behavior with strategic goals through a thoughtful and multi-dimensional approach. Challenge In a competitive banking landscape, KeyBank sought to differentiate itself… Read Full Article

9 CX Strategies to Give You a Competitive Advantage

January 15, 2024 | By: John DiJulius

In today’s economy, you can create a competitive advantage while achieving employee and customer loyalty and retention by making customer experience your biggest priority.  Since the pandemic, customer experience in nearly all industries has dropped to a two-decade low. Customers, patients, clients, tenants, guests, or whatever you may call the person buying your services and… Read Full Article

How KeyBank Raised their NPS and CSAT Scores

January 08, 2024 | By: John DiJulius

An increasing NPS score is just one of the reasons Cleveland, OH-based KeyBank earned the distinction of Customer Experience Organization of the year, awarded on Oct. 12, 2023, at the 15th annual Customer Service Revolution Conference.  Past winners include Starbucks, Chick-fil-A and NewDay USA. KeyBank Branch & Contact Center Leaders Fixing a Lack of Consistency in… Read Full Article

The Best Customer & Employee Experience Content of 2023

January 02, 2024 | By: John DiJulius

Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to… Read Full Article

From Boomers to Zoomer

December 08, 2023 | By: Cal DiJulius

NAVIGATING THE GENERATIONAL SHIFT IN THE WORKPLACE   Imagine a generation that’s larger than the Baby Boomers, more influential than Millennials, and set to shake things up in a big way. That’s Gen Z for you! Born into a digital world, they are tech-savvy, socially conscious, and fiercely independent. We are not just filling jobs;… Read Full Article