256: Daniel Pink on the Human Skills AI Can’t Replace

June 04, 2026 | By: John DiJulius

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 Revolution Podcast, John DiJulius interviews bestselling author Daniel Pink about the human skills that artificial intelligence cannot replace. Pink explains why AI may be powerful at generating options, but… Read Full Article

The New Employee Honeymoon Is Dead. Here’s What Killed It — and How to Fix It.

June 02, 2026 | By: John DiJulius

A Major 2026 Research Report Reveals That Onboarding Is Now the Worst Experience New Hires Have. Here’s What That Means for Your Business. A Stat That Should Stop Every Leader Cold The Qualtrics 2026 Employee Experience Trends Report — drawing on research from employees across 24 countries and every major industry — dropped a finding... Read Full Article

255: Is Your Customer Experience Better—or Are You Just Measuring the Wrong Things?

May 28, 2026 | By: John DiJulius

John DiJulius explains why so many leaders believe their customer experience is improving while customers feel something very different. Summary: In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius unpack one of the most dangerous gaps in business today: the difference between what leaders think customers are experiencing and what… Read Full Article

Harvard Business Review Just Validated Everything I’ve Been Teaching for 25 Years.

May 26, 2026 | By: John DiJulius

The May/June 2026 Cover Story on Customer Loyalty Says “Good” Is Not Good Enough. Here’s How to Get to “Love.” Harvard Just Said What I’ve Been Saying Since 1998 The May/June 2026 issue of Harvard Business Review landed on my desk this week, and I want to be direct with you: I read the cover... Read Full Article

254: Incentives That Drive Service Behaviors

May 21, 2026 | By: John DiJulius

Are Your Incentives Creating the Customer Experience You Actually Want? Summary: John DiJulius explains how the behaviors your company rewards, measures, and recognizes become the customer experience your customers actually receive. Every company has incentives. Some are obvious: bonuses, commissions, contests, scorecards, performance reviews, and promotions. Others are quieter: praise, attention, flexibility, and who gets… Read Full Article

Good at Their Job. Killing Your Culture.

May 19, 2026 | By: John DiJulius

Two Employees Every Leader Is Afraid to Confront — and the Framework That Changes Everything A Leadership Study That Put a Number on Something I’ve Known for Decades A recent piece in CEOWORLD Magazine on courageous leadership included a finding I want every leader to sit with. Eighty-six percent of employees believe courageous leadership is... Read Full Article

253: More Than a Keynote: How Great Speakers Help Companies Change

May 14, 2026 | By: John DiJulius

What Companies Should Know about a Customer Experience Keynote Speaker Summary: In this episode of The Customer Service Revolution Podcast, Denise Thompson sits down with John DiJulius for a behind-the-scenes conversation about what it really means to be a conference speaker. While many organizations think of a keynote as a high-energy moment in an agenda,… Read Full Article

Spirit Airlines Is Gone. I’ve Been Saying This Would Happen for Years.

May 11, 2026 | By: John DiJulius

The Brutal Lesson Every Business Leader Needs to Learn From the Airline That Bet Everything on Cheap — and Lost I’m Not Going to Pretend I’m Surprised Spirit Airlines ceased all operations on May 2, 2026. Seventeen thousand employees lost their jobs overnight. Thousands of passengers were stranded mid-trip with no customer service to call,... Read Full Article

252: The Skills Leaders Need When AI Changes Everything

May 07, 2026 | By: John DiJulius

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. Brynn Scarborough, the future will not belong to the companies that automate the most. It will belong to the companies that intentionally develop the human leadership skills AI… Read Full Article

251: Why Customer Experience Leaders Must Prove ROI

May 06, 2026 | By: John DiJulius

Learn how to prove customer experience ROI by measuring Return on Experience, customer retention, referrals, earned sales growth, complaints, and loyalty. Summary: Customer experience leaders are facing a new reality: it is no longer enough to say customer experience matters. Executives want proof. In this episode of the Customer Service Revolution Podcast, Denise Thompson and… Read Full Article