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
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
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
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
