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

259: Why Customer Experience Transformations Fail in the Middle

June 25, 2026 | By: John DiJulius

How middle managers make or break customer experience transformation Why Customer Experience Transformations Fail in the Middle Most customer experience initiatives do not fail because the strategy was wrong. They fail because the strategy is announced by senior leadership, introduced to frontline employees, and then loses momentum in the middle. In this episode of The… Read Full Article

258: When Service Innovation Makes Customer Experience Worse

June 18, 2026 | By: John DiJulius

Why AI, automation, and self-service only improve customer experience when they reduce effort without removing humanity. Summary n this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius challenge one of the biggest assumptions in business today: that modernizing service delivery automatically improves the customer experience. Companies are investing heavily in AI,… Read Full Article

257: Happy Employees Create Happy Customers? Not Automatically

June 11, 2026 | By: John DiJulius

The real link between employee experience and customer experience is not happiness alone. It is readiness, training, empowerment, accountability, and leadership. Summary The phrase happy employees create happy customers is popular in customer experience, but it is incomplete. In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius challenge the oversimplified… Read Full Article

256: Daniel Pink on the Human Skills AI Can’t Replace

June 04, 2026 | By: John DiJulius

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

255: Is Your Customer Experience Better—or Are You Just Measuring the Wrong Things?

May 28, 2026 | By: John DiJulius

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

254: Incentives That Drive Service Behaviors

May 21, 2026 | By: John DiJulius

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

253: More Than a Keynote: How Great Speakers Help Companies Change

May 14, 2026 | By: John DiJulius

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