The Customer Service Revolution Podcast

Podcast Summary: In this episode of the Customer Service Revolution podcast, John DiJulius discusses the critical aspects of customer experience and employee engagement. He emphasizes the importance of maintaining a positive employee mindset, the challenges faced by the younger workforce, and the significance of service aptitude in delivering exceptional customer...

Podcast Summary: In this episode, Denise Thompson and John DiJulius discuss John's evolution of customer service and leadership. They explore the importance of developing future leaders, the challenges of maintaining a consistent customer experience, and the need for empathy and people skills in today's workforce. John shares insights from his...

Podcast Summary: In this episode, Denise and John discuss John's journey from being an employee at UPS to becoming a successful entrepreneur in the beauty industry. They explore the challenges faced in starting a salon, the importance of customer service, and how John's experiences led him to become a sought-after...

This week, John sits down with his managing partner, Denise Thompson, to discuss her evolution with the DiJulius Group and what advice she has for working alongside an entrepreneur.     Links: 2025 Livestream Workshops, Register now! The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee...

Learn the pros and cons of how to roll out new content to your teams this week, as Dave Murray, VP of Consulting for The DiJulius Group, steps in as our guest host. In this episode, we focus on rolling new content out to staff, and our guest isBrenda Larson...

Chief Revolution Officer, John DiJulius sits down with Rory Vaden, who is the New York Times bestselling author of Take the Stairs. His insights have been featured in the Wall Street Journal, Forbes, CNN, Entrepreneur, Inc, on Fox News national television and in several other major media outlets. As a...

About Dave Murray The DiJulius Group’s Vice President of Consulting and co-author of The Employee Experience Revolution,  Dave is a master at helping companies create real change that sticks.  He excels at communication and easily bridges the gap between your corporate leaders and front-line team members.  His passion for building ideal...

About Scott Grates Scott Grates has mastered the art of leveraging relationships to amplify business success. His approach centers on the belief that in a world rushing towards digital impersonality, the true edge lies in personal connections and consistent, thoughtful engagement. Grates, the author of "Referrals Done Right," showcase his...

The DiJulius Group Chief Revolution Officer John DiJulius talks with Leslie Shreve Founder and CEO Productive Day® Workload Management and Productivity Expert, Creator of Taskology® The Science of Getting Things Done   Leslie shows executives how to increase efficiency and productivity by up to 300% in as little as 4...

Forget Customer Surveys; Learn the Real CX KPIs you Should be Measuring   Chief Revolution Officer John DiJulius discusses how today customers are suffering from survey fatigue. There may be better ways to measure your customer satisfaction than surveys. John shares the best KPI’s and how every business should have...

Today’s episode is from a live Q&A with The DiJulius Group Chief Revolution Officer John DiJulius, during which he answered questions from business leaders on how to be more effective leaders.       Links: The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive...

Developing Your Team Members   The DiJulius Group Chief Revolution Officer John DiJulius talks with Dr. Nathan Unruh. Dr. Nathan Unruh Dr. Nathan Unruh is a visionary leader and successful entrepreneur dedicated to enhancing people’s lives. With decades of experience in the chiropractic field, he has expanded his reach...

Be A Warrior in Business   In this episode, John welcomes NIP & RITA SINGH, founders of S&A Consulting Group, a global resource management consulting company, and most recently, best-selling authors of a brand new book, Be A Warrior In Business: How To Develop Resilient Organizations and Teams Learn: What...

Creating Your Customer Experience Action Statement   Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to create your organization's customer experience action statement (CXAS). Every great customer service company has a defined CXAS that is the NorthStar for what every customer-facing employee should intentionally try...

What Is On Your Paper Napkin?   Govindh Jayaraman The DiJulius Group Chief Revolution Officer John DiJulius talks with Govindh Jayaraman, a serial entrepreneur for 30+ years, strategic thought leader, bestselling author, and coach for CEOs and entrepreneurs. Govindh has been called “A Modern Day Napoleon Hill” through his...

Turning Your Contact Center into a Relationship Center   Dave Murray, VP of Consulting at The DiJulius Group, discusses three ways to turn your current contact center into a center focused on building and maintaining customer relationships. Here are the three things we need to focus on: Finding Negative Cues—Negative...

The Man in the Red Bandana   John DiJulius, Chief Revolution Officer, interviews Matthew J. Weiss, a lawyer, entrepreneur, filmmaker, public speaker, and author. In 2006, Weiss heard a story about an incredible hero who would transform his life. This led him on a six-year journey to make his award-winning...

Becoming, and Excelling as, a CXO   In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not...

Selling as an Experience   Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to make sellilng as an experience. Today is all about sameness. Every company, every sales person, account executive says the same thing. We have the best product, we are the smartest, we...

Training Your Employees on the Critical Soft Skills Needed Today   Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to train your employees on critical soft skills. We are living in the “digital disruption era” in which technology has provided us with unprecedented advances, information...

How to Create a Customer Service Revolution in Policing   Chief Revolution Officer John DiJulius talks with Sandy D’Elosua Vastola, CX project lead for Charlotte-Mecklenburg Police Department. She was instrumental in helping Charlotte PD creating a cx revolution in law enforcement which is now being copied by police departments throughout...

HR Like a Boss     Chief Revolution Officer John DiJulius sits down with John Bernatovicz who is an entrepreneur, podcast host, speaker, HR advocate, and author of HR like a Boss.   Learn How John Bernatovicz got into the HR world How he defines HR Why he wrote HR...

Have you ever been accused of becoming a freak?  Maybe you should be flattered...   Chief Revolution Officer John DiJulius sits down with David Rendall, an author, leadership expert, speaker, podcaster, husband, father of three girls, ultramarathon and Ironman athlete, and the highest-rated speaker at the 2023 Customer Service Revolution...

Is it possible to connect and lead GenZ's the same way you have commanded other generations? In this episode, Chief Revolution Officer John DiJulius talks with Brian Polian.  After 25 years of coaching football at the highest levels at such places as Notre Dame, LSU, Stanford, and Texas A&M, Brian...

Can you revolutionize your leadership legacy while navigating through crises and unprecedented challenges? On this episode of The Customer Service Revolution, join us as we explore this question with leadership experts John DiJulius and Dave Murray. They share insights on how visionary impact extends beyond organizational boundaries, inspiring employees to...

Discover how AI is reshaping customer support and transforming business operations with Eric Vermillion, CEO of Helpshift. On this episode of The Customer Service Revolution, Eric walks us through Helpshift's evolution from a Bay Area startup to a key player in the gaming industry, highlighting how AI is revolutionizing contact...

Could your company's high turnover rates directly result from poor leadership? On this episode of The Customer Service Revolution, explore the startling reality that 82% of managers are considered “accidental managers”—individuals with job function expertise but lacking crucial leadership skills. We unpack the extraordinary impact on organizations, leading to workforce...

On this episode of The Customer Service Revolution, uncover the secrets to building a thriving internal culture with John DiJulius and Dave Murray. Learn how breaking down organizational silos can transform your workplace into a cohesive, efficient powerhouse. Using real-world examples from Intermountain Healthcare, we'll show you how effective leadership...

Have you ever wondered what it takes to transform your e-commerce platform into a customer satisfaction powerhouse? On this episode of The Customer Service Revolution, we explore a compelling case study that reveals how one client drastically improved their customer service landscape and employee morale by addressing critical service defects...

What if creating an exceptional employee experience could transform your company and drastically reduce turnover? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray uncover the key strategies that make a workplace irresistible. From nurturing a culture of gratitude and training the whole person to helping...

What if the secret to retaining top talent is how you welcome them? On this episode of The Customer Service Revolution, join John as he reveals the strategies to make your employee onboarding process efficient, memorable, and engaging. Drawing wisdom from Joey Coleman's “Never Lose an Employee Again” and Dan...

Can frontline employees truly revolutionize customer service? On this episode of The Customer Service Revolution, we uncover the insights shared by shuttle bus drivers in a unique focus group, revealing the crucial role of those on the frontlines in gathering and acting on customer feedback. John DiJulius, Chief Revolution Officer...

Can AI revolutionize customer service? In this episode of The Customer Service Revolution, John sits down with Joel Sylvester, partner and Chief Client Officer at Five Star Call Centers, to explore how AI and machine learning are transforming the customer care landscape. Joel reveals how integrating advanced technologies can enhance...

Can the way you treat job candidates transform your organization's success? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray unpack The Employee Experience Revolution, emphasizing how a remarkable recruitment experience can set your company apart. Discover why it's imperative to treat candidates as valued customers...

Have you ever wondered how feedback from shuttle bus drivers can revolutionize customer service? On this episode of The Customer Service Revolution, John chats with Jason Yarusi, private fund manager and founder of the Live 100 program, as he shares his unconventional path from the hustle of bars and restaurants...

Have you ever met someone whose mere presence lights up the room? That's the kind of person Dave Murray and John believe can revolutionize the customer experience. On this episode of The Customer Service Revolution, join us as we dive into the essence of the “Employee Experience Revolution” and how...

Can you imagine a brand so powerful that its customer service makes it indispensable? On this episode of The Customer Service Revolution, Scott Wozniak, CEO of Swoz Consulting and author of “Make Your Brand Legendary,” joins John to inspect the shifts in customer service and employee experience. We tackle the...

Growing up in the shadow of a family business feels like living within the pages of history, every turn a new chapter waiting to be written. On this episode of The Customer Service Revolution, that’s the energy Brian Blaushild, president of Famous Supply, brings as he recounts the story of...

Revolutionize your customer interactions and presentation skills on a path to service excellence. Picture a world where artificial intelligence redefines our potential and empowers customer service agents. In this episode of The Customer Service Revolution, we reveal how AI liberates and uplifts the spirit of service, turning every customer interaction...

There’s a future where captivating presentations and innovative branding strategies set your business apart. On this episode of The Customer Service Revolution, John and guest Chris Kocek, CEO of Gallant Branding, share the secrets to delivering presentations that will engage your team and ignite a shared vision that eclipses price...

Is your company's watchful AI eye crossing the line into employee privacy? On this episode of The Customer Service Revolution, John tackles this contentious debate head-on, sharing his astonishment at the corporate practice of monitoring employee communications through artificial intelligence. Guest Juan Jaysingh, the brains behind Zingtree, shares the role...

Uncover the future of customer service as we explore the power of AI, where technology meets empathy head-on. John and his colleague Dave Murray take you through the emerging “collaborative AI” world, redefining traditional customer interactions and the emotional bonds they forge. From tackling empathy fatigue to considering AI as...

If you’ve ever felt like your work environment was stifling your potential, that's the spark that ignited a revolution—one that John’s co-author, Dave Murray, and John explore in today’s episode of The Customer Service Revolution. We unravel the threads that bind employee happiness and business success. The workplace is changing...

Have you ever walked into a store and felt like just another face in the crowd? This episode of The Customer Service Revolution delves into research from Drexel University that underlines the consumer's desire for authentic interactions in an increasingly automated retail world. John shares a pivotal moment for Starbucks...

Want the secrets to standing out in a crowded market and captivating your customers? On this episode of The Customer Service Revolution, get ready to change your business as guest Jaynie Smith analyzes the stark reality that many CEOs are in the dark about their competitive edge. John’s conversation with...

Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher. This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. Discover how mastering connections is about finding love and inspiring teams, retaining employees, and revolutionizing customer...

Unleash the full potential of your customer service team and lead your business to new heights with Scott Greenberg, the acclaimed author, and former Edible Arrangements franchisee, as he shares his playbook for excellence in leadership. On this episode of The Customer Service Revolution, prepare to change your understanding of...

When a child's future seems etched by adversity, the power of a dream can be revolutionary. On this episode of The Customer Service Revolution, JKatie Eichenauer of Believe in Dreams joins John. We unwrap the emotions of transforming childhood trauma into triumph. Their discussion ventures into the stories of children...

Imagine the shock when we discover that the quiet powerhouse of customer retention could eclipse the flash of traditional advertising in driving business success. This episode of The Customer Service Revolution peels back the layers of customer experience, highlighting how a 5% uptick in retention might skyrocket profits by an...

Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers? Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a...

Have you wondered what motivates the Millennials and what motivates Gen Zs in the workplace? And how do you overcome it? Welcome to a new chapter in The Customer Service Revolution, where we explore the seismic shift in how businesses approach client satisfaction and its profound ripple effect on company...

Unlock the secrets to elevating your business and improving patient experience in healthcare with Matt Jensen.   On this episode of The Customer Service Revolution, we uncover Matt's journey with Vance Thompson Vision.  Then we reveal how an unwavering commitment to improving patient experience has propelled them to the forefront of...

From his time in the military to the courtroom, Alex Gertsburg has navigated a path that's as inspiring as instructive. In this episode of The Customer Service Revolution, Alex, the managing partner of Gertsburg Licata Law Firm, joins John to share his journey and how it's shaped his approach to...

When sales guru Morné Smit sits down to chat, you know it's time to take notes. His journey from a humble sales start to revolutionizing company growth is nothing short of inspiring, and that's precisely what we get into in this episode. On this episode of The Customer Service Revolution...

Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone's day...

When Michael Caito rolled up his sleeves to launch Restaurants on the Run with just $6,000, he was scripting what would become an entrepreneurial odyssey—a $40 million revenue behemoth that caught Grubhub's eye. On this episode of The Customer Service Revolution, sit down with us as Michael reveals the inner...

Have you ever wondered how businesses achieve that coveted synergy between their frontline staff and the expectations of their customers? On this episode of The Customer Service Revolution, Christopher Wallace, the co-founder and president of InnerView Group, joins John to unravel the secrets behind a customer service revolution taking the...

Prepare for an enlightening conversation on how artificial intelligence (AI) is revolutionizing customer service and creating a significant competitive advantage! On today’s episode of The Customer Service Revolution, John’s guest, Aurélien Coq, an astute product manager at Esker, will share how AI automation liberates customer service professionals from monotonous tasks...

When the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service? On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us. We meander through Johnni's wrestling...

On this episode of The Customer Service Revolution, Nicole Paul, a renowned expert in customer experience, is our guest host. Nicole plunges into the heart of customer service, discussing its potential as a competitive edge, the importance of transparent communication within an organization, and some useful methods to transform unhappy...