Encore Episode: The Power of a Customer Experience Action Statement Ep 269

September 03, 2026 | By: John DiJulius

AI Can Accelerate Your Strategy—But It Cannot Choose Your Direction Before You Implement AI, Align the Experience Companies are moving quickly to implement artificial intelligence, automation and new digital tools. But speed without alignment can create a more efficient version of the wrong customer experience. Before an organization decides what AI should do, its leaders… Read Full Article

The Launch Went Great. Now What?

August 31, 2026 | By: John DiJulius

Keeping Momentum After a Service Rollout Is the Hardest — and Most Important — Thing You’ll Do The Gap That Should Worry Every Leader Who Just Finished a Service Initiative Medallia’s 2026 State of Customer Experience Report contains a finding that I think about often. When asked whether their organization’s customer experience had improved, 66%... Read Full Article

What Does the Future Service-Centric Organization Looks Like? Ep 268

August 27, 2026 | By: John DiJulius

The Customer Service Department Is Dead: What the Future Service-Centric Organization Looks Like Customer service cannot remain the department responsible for cleaning up problems created by the rest of the company. If an organization is serious about becoming service-centric, every department must understand how its decisions shape the customer experience—and one accountable leader must ensure… Read Full Article

How Do I Keep My Team from Getting Complacent About Innovation?

August 25, 2026 | By: John DiJulius

A Former Intel Executive Called It a “God Complex.” Here’s How to Make Sure Your Culture Never Gets There. The Two Words That Explain One of the Biggest Collapses in Business History A former high-level executive who spent more than 20 years at Intel told Yahoo Finance exactly what destroyed one of the most dominant... Read Full Article

The Transformation Economy: The Next Evolution of Customer Experience, Ep 267

August 20, 2026 | By: John DiJulius

The Transformation Economy What comes after the Experience Economy? According to internationally acclaimed author and management advisor B. Joseph Pine II, the next competitive advantage is not simply creating memorable customer experiences. It is helping customers achieve meaningful, lasting change. In this episode of The Customer Service Revolution Podcast, John DiJulius talks with Joe Pine,… Read Full Article

Peloton Just Posted Its First Profit in Company History. Their Customers Are Still Furious.

August 18, 2026 | By: John DiJulius

How a Brand Can Fix Its Balance Sheet While Losing the Trust That Built It — and What Every Leader Needs to Learn From It Two Headlines About Peloton. One Brand. Completely Different Stories. In May 2026, Peloton reported its first-ever full-year net profit in company history — $23.2 million in trailing twelve-month net income... Read Full Article

How Do I Build a Bench of Future Leaders?

August 10, 2026 | By: John DiJulius

Nine in Ten Organizations Are One Key Resignation Away from a Crisis. Here’s How to Make Sure Yours Isn’t One of Them. A Number That Should Make Every Leader Uncomfortable Only 11% of organizations report having a strong leadership pipeline. That statistic comes from a 2026 leadership skills gap report that has been circulating through... Read Full Article

Healthy Leaders Create Extraordinary Experiences, Episode 266

August 06, 2026 | By: John DiJulius

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 independence to enjoy those years is what matters. In this episode of The Customer Service Revolution Podcast, John DiJulius speaks with Dr. Sandeep “Dr. Deep” Palakodeti, founder and CEO of… Read Full Article

How to Build Accountability Without Micromanaging, Ep 265

August 06, 2026 | By: John DiJulius

Accountability Without Micromanaging: How Great Leaders Create Ownership Delegating work should free leaders to focus on strategy, relationships, and growth. Too often, however, delegation swings between two unhealthy extremes: micromanagement and abandonment. In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius explore how leaders can build accountability without micromanaging…. Read Full Article

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