Free live customer experience webinar

It shouldn't be this hard.

Why your customer experience is inconsistent—and what Chick-fil-A & Winnebago do differently.

Whether you've invested in customer experience or never formalized it, learn how a team led by a certified customer experience leader raised its Net Promoter Score from 63 to 81 in one year, and how to build service that doesn't depend on who's working today.

Live with John DiJulius & Dave Murray
The DiJulius Group

Save my seat Free to attend · Live Q&A

The DiJulius Group has worked with organizations including:

The consistency problem

Great service shouldn’t depend on who’s working.

One location gets glowing reviews. Another keeps generating complaints. A strong manager holds the standard together—until they leave.

Maybe you’ve invested in training and watched it fade. Maybe no one has had the time, tools or ownership to build a customer experience program in the first place.

Consistent service needs clear standards—and someone accountable for keeping them alive.

What you’ll learn

How to make consistent customer experience a daily practice.

Explore The DiJulius Group’s X-Commandment methodology, then go deeper into three principles that make consistent service practical: Nonnegotiable Standards, Zero Risk and World-Class Leadership.

Stop leaving service to chance.
Define the behaviors customers can count on—and see how daily reinforcement keeps the experience from changing with each employee, shift or location.
Find the friction before customers feel it.
Recognize predictable service breakdowns, reduce avoidable frustration and give your team a clear way to recover when something goes wrong.
Give consistency an accountable owner.
Understand the leadership role that turns training into daily habits, builds team buy-in and keeps implementation moving after the kickoff.

For CEOs choosing a customer experience leader—and the leaders ready to take that responsibility.

What changes when the work becomes routine

Winnebago’s service team made customer experience part of the day.

63 → 81

Winnebago service team’s Net Promoter Score

Over one year in 2025, a service team led by a certified customer experience leader built customer experience into daily routines: customer stories, feedback used for coaching, faster owner communication and peer recognition. Dave will unpack what changed.

Case study: Winnebago service team, 2025.

0 voluntary exits

Among Edley’s general managers over three years

Edley’s Restaurant Group focused on service standards across locations and consistent manager and team training.

Read the Edley’s case study

Client case studies shared by The DiJulius Group. Results reflect the teams and periods described; outcomes vary by organization and implementation.

"We've seen a real change in behavior, especially in how our team communicates with patients and customers over the phone."
— Charlene Jessup, Jessup Management Services

Meet your speakers

Learn from the people helping leaders put customer experience to work.

John DiJulius

Founder & Chief Revolution Officer
The DiJulius Group

Customer experience advisor, bestselling author and host of The Customer Service Revolution Podcast. John has helped organizations including Chick-fil-A, Starbucks and The Ritz-Carlton make their customer experience a competitive advantage.

Dave Murray

VP of Consulting
The DiJulius Group

Customer experience consultant and co-author of The Employee Experience Revolution. Dave helps leaders translate customer and employee experience strategies into practical behaviors and habits their teams can use.

From insight to implementation

Your customer experience strategy needs someone who can lead it.

The webinar introduces the approach. The Customer Experience Executive Academy develops the leader who can design, implement and manage your organization’s customer experience.

This 12-month program develops Certified Customer Experience Executives through the X-Commandment framework, practical implementation resources, live group coaching and a cross-industry peer community. The session closes with an invitation to book a Customer Experience Executive Academy discovery call.

Explore the Customer Experience Executive Academy

For the executive choosing a leaderUnderstand what that person needs to make customer experience a consistent company-wide practice.
For the leader doing the workBuild an implementation project for your organization, supported by expert guidance, templates and peers.
Winter session: January 26–28, 2027In person in Cleveland, Ohio, as part of the 12-month Academy program.

Before you register

A few useful answers.

Who should attend this customer experience webinar?

CEOs, Chief Customer Officers, customer experience executives, contact center directors, senior operators, franchise and multi-location leaders, and emerging leaders responsible for improving customer experience.

Do we need an existing customer experience program?

No. The session is designed for organizations that have invested in customer experience and those that have never formalized it. Both will explore how standards, daily routines and clear ownership help create consistent service.

What will John DiJulius and Dave Murray cover?

They will explain why customer experience efforts fade, introduce The DiJulius Group’s X-Commandment framework and teach Nonnegotiable Standards, Zero Risk and World-Class Leadership in depth. Examples include Chick-fil-A and a Winnebago service team whose Net Promoter Score rose from 63 to 81 in 2025.

When is the webinar, and is it free?

The webinar is free and takes place online on Tuesday, November 17, 2026, starting at 11:00 AM Eastern Time. It includes a 40-minute session and 10 minutes of live Q&A, for 50 minutes total.

Will registrants receive the recording?

The follow-up email will include the webinar recording, the Customer Experience Executive Academy discovery-call link, enrollment information and the attendee-offer deadline.

How does the webinar connect to Customer Experience Executive Academy?

The webinar introduces principles for consistent customer experience. The Customer Experience Executive Academy is a 12-month program that develops Certified Customer Experience Executives who can design, implement and manage customer experience. The winter in-person session is January 26–28, 2027, in Cleveland, Ohio. The webinar ends with an invitation to book a discovery call.

November 17 · 11 AM Eastern · 50 minutes · Free