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
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
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
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
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
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
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
How do you scale a world-class customer experience across 19 resort properties and 20,000 employees? Summary: This episode is part 2 of 2 In part two of this conversation, John DiJulius and Jess Shannon of Sandals Resorts International go deeper into what it really takes to sustain a customer experience transformation at scale. Jess shares… Read Full Article
How do you scale a world-class customer experience across 20,000 employees and 19 resort properties? Summary: This episode is part 1 of 2 What happens when a hospitality brand known for exceptional guest experiences decides to get even more intentional? In this episode, John DiJulius sits down with Jessica Shannon, Chief Experience Officer of Sandals… Read Full Article
Target’s decline: A conversation on leadership drift, relationship capital, employee experience, and the warning signs that a brand is losing customer trust. Summary: In this episode, Denise Thompson and John DiJulius unpack why Target’s recent struggles are bigger than retail headlines. John argues that what happened at Target is not mainly about controversy or pricing…. Read Full Article
