This Is What CX Obsession Looks Like

September 08, 2026 | By: John DiJulius

Many organizations provide lip service about the experience they provide. It is on everyone's website and listed in their core values. But few companies actually execute it and make it a reality. It has been proven repeatedly that the fastest way to ruin a brand's customer experience is rapid growth. It is easier when you... 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

Building True Customer Loyalty: The Power of Small Gestures

February 02, 2026 | By: John DiJulius

How world-class companies create lasting customer loyalty through intentional details, not expensive reward programs—featuring proven strategies from Ritz-Carlton, Starbucks, and hospitality leaders. Your competitor just launched a flashy new loyalty program. Points, tiers, exclusive perks. Your leadership team is nervous. Should you match it? Go bigger? Offer deeper discounts? Here’s what most leaders miss: The… Read Full Article

The Advantage No One Can Copy: Making Service Your Ultimate Differentiator

January 20, 2026 | By: John DiJulius

How to build a customer experience strategy that creates competitive advantage through systems competitors can’t duplicate—featuring proven frameworks from companies like Starbucks, KeyBank, and Domino’s. You’ve seen it happen. A competitor launches a new app feature on Monday. By Friday, three others have rolled out something similar. Someone drops their prices, and suddenly everyone’s in… Read Full Article

Building Leadership Capabilities in the Employee Experience Era

December 15, 2025 | By: Dave Murray

How today’s top organizational challenge becomes your greatest competitive advantage According to recent research from Blanchard Companies, the #1 business challenge organizations face today is building leadership capabilities, surpassing concerns such as supporting agility (36%), boosting performance (31%), improving retention (23%), and managing the workforce impact of AI (21%). This confirms a truth many organizations… Read Full Article

A CX Unicorn: World-Class Hospitality Law Firm, Plus Much More…

November 07, 2025 | By: John DiJulius

One of the Most Important New Books to Come Out Having three young adult sons and seeing how different and complicated their lives are compared to my life at the same age, I am really excited about this new book. My favorite podcaster, Scott Galloway, has just released a timely new book,Notes on Being a… Read Full Article

The One Word Philosophy that Can Change How We Work, Live, and Lead, Plus Much More…

October 27, 2025 | By: John DiJulius

Get Gifting Right Too many companies send generic gifts (company swag or a Starbucks gift card) out to their clients as thank-you gifts. If you want to stand out, get gifting right, you need to personalize your gifts. Watch the following 60-second video on how we WOWed Jesse Cole, founder of the Savannah Bananas, someone… Read Full Article

Redefining Customer Experience in Healthcare, Plus Much More…

October 20, 2025 | By: John DiJulius and Dave Murray (Co-Author)

Is Customer Experience Broken? According to a recent report from WSJ Intelligence and Code and Theory: 93% of C-suite executives surveyed say their organization’s customer experience (CX) is “broken.” At the same time, 94% say that CX strategy contributes directly to business success. Reasons Why CX is Broken for so Many Brands The report shared the significant reasons… Read Full Article

As Traditional Reading Declines, What are the Drawbacks? Plus Much More…

October 13, 2025 | By: John DiJulius

Chewy’s Legendary Above & Beyond Story Congratulations to the CXEA Class of 2025 We are thrilled to congratulate the following executives who just graduated from our Customer eXperience Executive Academy: Ty Smalstig, Director of Member Assistance at PSECU, Alicia Anderson, Human Resource and Talent Acquisition Business Partner Manager at PSECU, Steven Olson and Captain Teddy… Read Full Article

How Joseph-Beth Booksellers’ Hires Customer Experience Rockstars and More…

September 05, 2025 | By: John DiJulius

Awesome Professional Development Best Practice Awesome Best Practice When speaking for Rentscale, the largest sales consulting and coaching company in the residential property management industry, I recently heard about a great best practice. Instead of hosting the traditional “book club,” they host a “YouTube club.” I absolutely love this. I immediately ripped off this idea… Read Full Article