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 Are the Top Service Trends CEOs Can’t Ignore?

March 30, 2026 | By: John DiJulius

Why the Companies Rushing to Replace People with AI Are Already Reversing Course The Research That Confirms What I’ve Been Saying for Years I’ll be honest — I wasn’t surprised when I read this. But I was glad the data finally caught up. According to new research from Gartner released in February 2026, half of… Read Full Article

The 10 Commandments: Your Complete Operating System for World-Class Customer Experience

February 10, 2026 | By: John DiJulius

How leading brands like Starbucks, Chick-fil-A, and Nestlé use this proven methodology to eliminate inconsistency, reduce customer churn, and build cultures competitors can’t copy. You’ve read the books. Attended the conferences. Highlighted the best practices. Your team is nodding along in agreement. But six months later, nothing has actually changed. Your customer experience is still… 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

Why You Want to Train Your Employees to Surprise & Delight Your Customers

January 19, 2026 | By: John DiJulius

Opportunity to Differentiate According to a Gallup Survey, 49% of Americans say customer service has gotten worse in the last year. Only 6% say it has improved. *CSRevolution Podcast Episode 236: How Can I Make Customer Experience A True Competitive Advantage In 2026? This Week’s Customer Experience Microlearning Watch and share this amazing 1-minute service… Read Full Article

5 Customer Experience Strategies for 2026

January 05, 2026 | By: John DiJulius

One constant I have heard repeatedly this past year is that customers’ expectations have never been higher. I totally disagree. I believe customers are less tolerant of poor service and are more willing to voice their frustration and switch brands faster than ever. Customers are tired of the customer service recession. They have had to… 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

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

The New Starbucks Customer Experience Blueprint and More…

September 26, 2025 | By: John DiJulius

Great Employee Engagement Survey Question I love the following question to measure employee morale: On a scale of 1-10 (10 being the best), how do you feel on Friday at 6 pm? On a scale of 1-10 (10 being the best), how do you feel on Sunday at 6 pm? Obviously, it is unrealistic to… Read Full Article