Achieving NPS Growth Through Client Engagement Summary In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative ‘Moments Matter’ initiative. They discuss the framework’s three pillars, the impressive growth in Net Promoter Score (NPS), and the strategies implemented to sustain momentum and consistency in… Read Full Article
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
The Modern-Day White-Collar Sweatshop It’s 2025, and while AI, automation, and digital transformation continue to evolve how we do business, one thing hasn’t changed for many organizations: the call center still feels like the “white-collar sweatshop” of our time. Picture a typical call center—maybe even your own. Rows of cubicles, standardized scripts, and laser focus… Read Full Article
Learn the pros and cons of how to roll out new content to your teams this week, as Dave Murray, VP of Consulting for The DiJulius Group, steps in as our guest host. In this episode, we focus on rolling new content out to staff, and our guest isBrenda Larson is the Manager of Learning… Read Full Article
About Dave Murray The DiJulius Group’s Vice President of Consulting and co-author of The Employee Experience Revolution, Dave is a master at helping companies create real change that sticks. He excels at communication and easily bridges the gap between your corporate leaders and front-line team members. His passion for building ideal environments can lead your team… Read Full Article
*The following excerpt about tearing down silos, is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth Tearing Down Silos and Creating World-Class Teamwork Picture yourself in this situation: You are not feeling well, your chest is feeling tight and knotted, and your breathing feels off…. Read Full Article
How to Deliver Effective One-on-One Meetings with Your Employees *The following article on delivering effective one on one meetings is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth Why One-On-One Meetings Can’t Be Optional Typically, when we consult with an organization, two things… Read Full Article
How to Improve Presentation Skills 5 Simple Tips You Can Use to Crush Your Next Presentation! 10 years ago, I left my very predictable job as a department director in the professional sports industry to become a consultant, public speaker, and facilitator. At the time I needed to know how to improve my presentation skills. … Read Full Article
Why One-on-one Meetings Can’t Be Optional Typically, when we are consulting with an organization, two things are happening when it comes to private discussions with direct reports, illustrating why employee one-on-one meetings matter: They are not happening at all. They are not happening well. Meetings Not Happening at All Organizations need to help their leaders… Read Full Article
Storytelling is a powerful tool used for centuries to convey important messages and lessons. Stories can capture people’s attention, engage their emotions, and inspire action. In recent years, storytelling has become increasingly important in the workplace, as leaders have recognized its potential to motivate employees, build strong teams, and drive business results. In addition to… Read Full Article
