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

Has Tipflation Reached a Tipping Point

December 04, 2023 | By: John DiJulius

HAS TIPFLATION REACHED A TIPPING POINT Yes, I am jumping on the tipping bandwagon. Everyone is doing it. Not only has the average tipping percentage increased dramatically, but who we tip has expanded. It appears more people and businesses are requesting and expecting a tip these days. It doesn’t matter if you are picking up… Read Full Article

How to Avoid your CX Initiatives from Being Another Flavor of the Month

November 27, 2023 | By: Nicole Paul

You’ve spent months executing a new initiative to help streamline things for your team. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. The day arrives, the notice goes out to the team,… Read Full Article

Customer Experience Metrics: Creating Effective Dashboards

November 06, 2023 | By: Cal DiJulius

How are you measuring the return on your customer experience?  In an era where numbers dominate the business landscape, customer experience metrics have emerged as the holy grail that differentiates leaders from the laggards. The rationale behind this emphasis is clear—customers no longer make decisions purely based on price or product; instead, their experiences influence… Read Full Article

What is Poor Customer Service Costing You And How Can A CX Consulting Firm Help?

August 07, 2023 | By: John DiJulius

CX (customer experience) consulting services can help you objectively look at the customer experience your brand is offering.  Does it really deliver, or is detracting from your customers and even your employees? Today’s consumers demand to do business with the people and brands that will offer them the best experience. With customer expectations at record… Read Full Article

This is how Leaders can Improve the Customer Journey

May 30, 2023 | By: John DiJulius

With overall customer satisfaction in all industries dropping to twenty-year lows, most likely caused by the great resignation, more and more CEOs have decided to literally get on the front lines on a regular basis to better educate themselves on what it is really like to be their customer and customer-facing employees. They are walking… Read Full Article