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
When Youth is a Disadvantage Many firms we (The DiJulius Group) work with have young professionals, recent college graduates, in client-facing positions. These roles can be in finance, legal, IT, medical, physical therapy, sales, account executives, and consulting industries, to name a few. The issue with service providers in their mid-twenties is that they can… Read Full Article
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
The show Severance won 10 Emmys at the 2025 Emmy Awards. The concept of the wildly popular show Severance is builtaround a dystopian workplace experiment in which employees undergo a surgical procedure called “severance,” which splits their consciousness into two separate identities: “Innie,” the version of themselves that exists only at work and has no… Read Full Article
Spirit Airlines Files for Bankruptcy, Again It doesn’t matter how cheaply you sell your services and products; customers will not buy from you if your customer service is lousy. Spirit Airlines, the most hated brand in the US, has filed for Chapter 11 bankruptcy protection for the second time in less than a year. This… Read Full Article
Awesome Professional Development Best Practice Awesome Best Practice When speaking for Rentscale, the largest sales consulting and coaching company in the residential property management industry, I recently heard about a great best practice. Instead of hosting the traditional “book club,” they host a “YouTube club.” I absolutely love this. I immediately ripped off this idea… Read Full Article
Do You Really Need a CRM Degree? Here’s a Better Alternative… When CX business leaders consider advancing their careers, one option that often comes up is pursuing a customer relationship management (CRM) degree. After all, customer experience has become a top differentiator in today’s market, and organizations that excel in building relationships gain a significant… Read Full Article
Rolling out new Customer Service content to an entire organization has never been simple—and today’s hybrid workplaces make it even more complex. With employees splitting time between remote work and the office, the challenge is no longer “What do we share?” but also “How do we reach everyone effectively?” One organization, PSECU (Pennsylvania State Employees… Read Full Article
We used to go to dinner, but now we order through apps like DoorDash. We used to go to the stores, but now we buy online. We used to work in offices, but now we work from home. We used to meet potential dating partners at social events, but now we swipe right on dating… Read Full Article
“…all Americans deserve good service. When folks pick up the phone and ask for help, they shouldn’t have to deal with AI robots or be routed to someone across the world. This bill puts American workers first and ensures people can talk to a real person who understands them when they need help,” said Senator Jim… Read Full Article
