Encore Episode: The Power of a Customer Experience Action Statement Ep 269

September 03, 2026 | By: John DiJulius

AI Can Accelerate Your Strategy—But It Cannot Choose Your Direction Before You Implement AI, Align the Experience Companies are moving quickly to implement artificial intelligence, automation and new digital tools. But speed without alignment can create a more efficient version of the wrong customer experience. Before an organization decides what AI should do, its leaders… Read Full Article

What Does the Future Service-Centric Organization Looks Like? Ep 268

August 27, 2026 | By: John DiJulius

The Customer Service Department Is Dead: What the Future Service-Centric Organization Looks Like Customer service cannot remain the department responsible for cleaning up problems created by the rest of the company. If an organization is serious about becoming service-centric, every department must understand how its decisions shape the customer experience—and one accountable leader must ensure… Read Full Article

The Transformation Economy: The Next Evolution of Customer Experience, Ep 267

August 20, 2026 | By: John DiJulius

The Transformation Economy What comes after the Experience Economy? According to internationally acclaimed author and management advisor B. Joseph Pine II, the next competitive advantage is not simply creating memorable customer experiences. It is helping customers achieve meaningful, lasting change. In this episode of The Customer Service Revolution Podcast, John DiJulius talks with Joe Pine,… Read Full Article

Healthy Leaders Create Extraordinary Experiences, Episode 266

August 06, 2026 | By: John DiJulius

How to Extend Your Healthspan with Dr. Sandeep Palakodeti Living longer is not the real goal. Living longer with the strength, energy, mental clarity, and independence to enjoy those years is what matters. In this episode of The Customer Service Revolution Podcast, John DiJulius speaks with Dr. Sandeep “Dr. Deep” Palakodeti, founder and CEO of… Read Full Article

How to Build Accountability Without Micromanaging, Ep 265

August 06, 2026 | By: John DiJulius

Accountability Without Micromanaging: How Great Leaders Create Ownership Delegating work should free leaders to focus on strategy, relationships, and growth. Too often, however, delegation swings between two unhealthy extremes: micromanagement and abandonment. In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius explore how leaders can build accountability without micromanaging…. Read Full Article

The Friction Tax: Are You Trapping Customers? Episode 264

July 30, 2026 | By: John DiJulius

The Customer Friction Tax: Are You Trapping Customers? Signing up takes less than a minute. Canceling takes 45. The cancellation button is buried. Customer support is difficult to reach. Returning a product requires multiple steps. A “retention specialist” keeps a customer on the phone until surrender feels easier than leaving. That is more than poor… Read Full Article

Crisis Management: What Customers Remember Most, Episode 263

July 23, 2026 | By: John DiJulius

Crisis Management: What Customers Remember Most A company may not have caused the crisis—but it still owns the customer experience surrounding it. In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius examine what leaders should do when customers may be at risk, facts are still developing, and the organization’s reputation… Read Full Article

Who Really Owns Customer Experience? (part two) Build Teams that Make CX Stick, Episode 262

July 16, 2026 | By: John DiJulius and Dave Murray (Co-Author)

Who Really Owns the Customer Experience, part two How to Build the Teams That Make Customer Experience Stick Episode 262 of the Customer Service Revolution Podcast Launching a customer experience initiative is one thing. Building the internal structure that keeps it alive is another. In this episode of the Customer Service Revolution Podcast, John DiJulius… Read Full Article

Who Really Owns Customer Experience? Episode 261

July 09, 2026 | By: John DiJulius

Why Customer Experience Fails Without the Right Internal Ownership Every company says customer experience matters. But too many organizations launch CX initiatives without clearly defining who owns the work, who champions it, who keeps it moving, and who makes sure it becomes part of the culture. In this episode of The Customer Service Revolution Podcast,… Read Full Article

260: Why Leaders Must Be Great Storytellers

July 02, 2026 | By: John DiJulius

Storytelling is how leaders turn information into belief, alignment, and action. Leadership Storytelling Is No Longer Optional In this episode of The Customer Service Revolution Podcast, John DiJulius and Denise Thompson discuss why storytelling is one of the most important leadership skills in today’s workplace. Most leaders are good at sharing information. They communicate updates,… Read Full Article