Podcast
Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders
Hosted by John Dijulius - Customer Experience & Customer Service Expert · EN
The Customer Service Revolution Podcast is for CEOs, CXOs, COOs, CMOs, CHROs, customer experience leaders, employee experience leaders, and business owners who want to build a service culture that drives referrals, loyalty, employee engagement, and market share.
Hosted by The DiJulius Group, the show features John DiJulius, Denise Thompson, Dave Murray, and industry leaders sharing practical insights on customer experience, employee experience, customer service strategy, leadership, service culture, and operational consistency.
Each episode gives leaders actionable ideas to transform how customers and employees experience their organization, whether they operate in B2B, B2C, healthcare, hospitality, financial services, professional services, retail, or any business where experience is a competitive advantage.
Customer service and employee experience, done right, can become your company's single biggest competitive advantage. This is not just a podcast. It is a movement to overthrow conventional business mentality and help organizations create experiences customers and employees cannot live without.
42episodes
Episodes
Newest firstAll episodes
235: Five Strategies for Customer Experience Success in 2026
Jan 800:46:13Tap to summarizeSummary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss five essential customer experience strategies for 2026. They explore the concept of a customer service recession, the importance of hiring for service aptitude, the effectiveness of micro learning in training, the need to rethink customer feedback mechanisms, and the critical connection between employee experience and customer experience. They also touch on the role of AI in enhancing customer interactions while maintaining the human element. The conversation emphasizes actionable strategies for leaders to create loyalty and improve service without relying on discounts or gimmicks. Takeaways: Companies must build measurable, coachable, and consistent customer experience strategies. The customer service recession presents an opportunity for competitive advantage. Hiring for service aptitude is more important than ever due to declining soft skills. Micro learning is an effective way to reinforce training and improve retention. Surveys are becoming less effective; businesses should measure actual customer behavior instead. Employee experience directly impacts customer experience; leaders must prioritize both. Recognition and appreciation are crucial for employee retention. Investing in learning and development increases employee loyalty. AI can enhance efficiency but should not replace human interaction in customer service. Leaders should focus on fixing broken promises in their service delivery. Chapters: 00:00Navigating the Customer Service Recession 07:00Hiring for Service Aptitude 16:18Micro Learning: The Future of Training 23:01Rethinking Customer Feedback 30:58The Employee Experience Connection 41:07AI's Role in Customer Experience Links: Interview Questions: https://thedijuliusgroup.com/interview-questions-2/ Micro-learning example 1 https://www.youtube.com/shorts/c4NU69YcPz8?feature=share Micro-learning example 2 https://www.youtube.com/shorts/NgpJXbGonpc?feature=share Schedule a Complimentary Call with one of our advisors: tdg.click/claudia Ask John! Submit your questions for John, to be aired on future episode: tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership: https://thedijuliusgroup.com/membership/ Books: https://thedijuliusgroup.com/shop/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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234: Mastering the Certainty Business
Dec 1800:30:50Tap to summarizeSummary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the concept of being in the 'certainty business.' They explore how uncertainty is a major source of anxiety for both customers and employees, and how organizations often neglect the human side of communication in favor of technical skills. John emphasizes the importance of providing certainty to build trust and improve customer and employee experiences. The conversation also covers practical strategies for leaders to communicate effectively during uncertain times, ensuring that updates are provided consistently, even when there is no new information to share. Takeaways: Uncertainty is a major source of anxiety in life and business. Organizations focus too much on technical skills and neglect empathy and communication. Providing certainty can build trust with customers and employees. Communication should be frequent, even when there is no new information. Leaders must communicate clearly during times of uncertainty. Bad news should be communicated early and with empathy. Updates can significantly reduce anxiety for customers and employees. Companies like Amazon excel in providing certainty through communication. Training should include a balance of technical skills and soft skills. The best brands deliver certainty, not just products or services. Chapters: 00:00The Certainty Business: Understanding Uncertainty 15:48Practical Applications of Certainty in Business 21:04Leadership and Communication During Uncertainty 24:19Key Takeaways for Reducing Uncertainty Links: Schedule a Complimentary Call with one of our advisors: tdg.click/claudia Ask John! Submit your questions for John, to be aired on future episode: tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership: https://thedijuliusgroup.com/membership/ Books: https://thedijuliusgroup.com/shop/ Contacts: Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.
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180: What is on Your Paper Napkin?
Nov 21, 202401:06:19Tap to summarizeWhat is on your paper napkin? 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 Paper Napkin Wisdom platform as he shares the wisdom of the world's top business leaders and innovators. The central premise of “wisdom small enough for a napkin, but big enough to change your world” is the focus of the podcast and his conversations with his guests. Learn: What are the similarities of people who achieved greatness How to be a better leader through curiosity and being a great listener How to identify the greatness in others What techniques do you use to create that safe, introspective space for people to share their insights Links The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Papernapkinwisdom.com https://www.linkedin.com/in/govindhj/ Schedule a call to learn more about The DiJulius Group Consulting and Training Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
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179: Turning Your Contact Center into a Relationship Center
Nov 14, 202400:51:35Tap to summarizeDave 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 cues exist everywhere when it comes to customer experience, but especially in contact centers. We will discuss where they hide, how to identify them, and how to eliminate them. Gathering Customer Intelligence – ensuring your team is actively listening and engaging with your customers is vital. We will discuss best practices and systems you can implement so your team is actively engaged in each call. Creating Experiential Standards – in the final step of this session, we will discuss the importance of creating standards that your team members follow to ensure you are delivering a consistent experience to all of your customers. These three steps will help you create a relationship center in your organization. Links The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
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178: The Man in the Red Bandana
Nov 7, 202400:42:31Tap to summarizeJohn 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 film Man in Red Bandana. Learn: How Matt went from lawyer to filmmaker What is the story behind the Man in the Red Bandana documentary What can we learn from Welles Crowther Links: Connect with Matthew on LinkedIn: https://www.linkedin.com/in/matthewweiss/ Man in the Red Bandana https://www.amazon.com/gp/video/detail/amzn1.dv.gti.72b71ca9-c819-bc8a-da3d-e9949371938c?autoplay=0&ref_=atv_cf_strg_wb www.matthewweiss.com The Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
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177: Becoming, and Excelling as, a CXO
Oct 30, 202400:59:54Tap to summarizeIn 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 only helped take TMT to a world-class level of client experience, but she has also championed World-Class Customer eXperience Trained (WCCXT) certification for an elite group of 280 companies and created the first-ever CX peer and accountability group that is complemented by continuing education sessions with The DiJulius Group. Learn: How Debi prepared to become a CXO How she gets executive buy-in around CX How she gets department buy-in around CX What Debi has accomplished as the CXO How Debi & TMT built a CX certification program for their clients to go through What advice Debi would give to an emerging CXO Links: www.wccxtcertified.com The Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
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176: Selling as an Experience
Oct 24, 202400:49:03Tap to summarizeChief 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 provide the best customer service and support. When everyone says the same thing and customers can’t tell the difference between your company and your competition, it comes down to the lowest price. Price is something you offer when you have nothing else to distinguish yourself Learn: How to stand out in today’s commoditized sameness What the Selling as an Experience Formula is How to truly build a relationship and be a resource your clients can’t imagine life without How to create a value proposition that will shock your client How to educate versus sell How to make price irrelevant Links: The Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
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175: Training Your Employees on the Critical Soft Skills Needed Today
Oct 17, 202400:27:18Tap to summarizeChief 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, knowledge, instant access, and entertainment. However, as convenient as these advances make our lives, they have also changed how we communicate, behave, and think, leading to a dramatic decline in our people skills. Learn: How to train your entire organization on the emotional superpowers: Authenticity Love People Listening Curiosity Empathy Happy Grateful Positive/Optimism Kind Links: The Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Additional Resources: Blog The Charlotte PD is Revolutionizing Policing by Delivering Excellent Customer Service Podcast 038: The Chick-fil-A of Police Departments Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
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174: How to Create a Customer Service Revolution in Policing
Oct 10, 202400:44:50Tap to summarizeChief 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 the US. She is an alumni of the Customer Experience Executive Academy 2021 and she won the 2022 Customer Experience Executive of the Year. Learn Why the Charlotte Police Department felt the need to become the Chick-fil-A of law enforcement. How Sandy handled all the enormous obstacles along the way How to avoid making your CX project flavor of the month or program of the year How to build your CX steering committee by adding “critics & synics” What impact this has had three years later Links: The Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Blog The Charlotte PD is Revolutionizing Policing by Delivering Excellent Customer Service Podcast 038: The Chick-fil-A of Police Departments Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
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173: Rewiring Your Brain for Peak Focus & Productivity
Oct 3, 202400:39:38Tap to summarizeChief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create focused, resilient, and collaborative teams that can move projects forward with less stress and drama. Learn: How can leaders help employees with their mental well being How can leaders deal with all the things they have on their plate, chaos, and still be healthy. You say fine is a 4 letter word How can gratitude and meditation transform your work life And are there simple ways to incorporate them into your daily routine What are the myths & misconceptions about meditation Does spirituality belong in the workplace Links: The Customer Service Revolution Podcast The DiJulius Group Livestream event Leading the Experience Revolution: Building Exceptional Journeys for Customers and Employees Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book, The Employee Experience Revolution Learn more about Lori Saitz https://zenrabbit.com/ https://www.linkedin.com/in/lorisaitz/ Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
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