276: How to Defend Customer Experience Investment to a Skeptical Board
Your board asks, "What's the return on customer experience?" Do you have an answer beyond happier customers? In Episode 276, Denise Thompson...
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Customer Service Revolution
Customer service, done right, can be your company’s single, biggest, competitive advantage. Join Customer Service Authority and best-selling author, John DiJulius, as he interviews leaders w...
Episodes
20 of 277 episodes
275:
What gives a customer a reason to return—and bring someone else with them? John DiJulius welcomes Tai Anderson, a founding member of Grammy-...
274: Don't Automate the Relationship
AI can help your team clear the busywork. Which customer moments still need a human? John DiJulius welcomes Jess Pischel, founder of Human F...
273: How do I create a turnkey system for consistency?
What happens to your customer experience when your best employee calls off? In Episode 273 of the Customer Service Revolution Podcast, Denis...
272: Your Employee Experience Is Showing Up in Your Customer Experience
Your employees don't experience your organization through its mission statement. They experience it through their leaders. In Episode 272 of...
271: When Innovation Stops Serving the Customer
When Innovation Stops Serving the Customer When does innovation stop being customer-centric and start becoming corporate strategy for strate...
270: The $100 Million Bet on Human Skills in the AI Era
EY is investing $100 million in employee rewards for future-focused skills such as judgment, adaptability, collaboration, leadership, innova...
269: Encore Episode - Creating Alignment with A Customer Experience Action Statement
AI Can Accelerate Your Strategy—But It Cannot Choose Your Direction Before You Implement AI, Align the Experience Companies are moving quick...
268: What Does the Future Service-Centric Organization Looks Like
The Customer Service Department Is Dead: What the Future Service-Centric Organization Looks Like Customer service cannot remain the departme...
267: The Transformation Economy: The Next Evolution of Customer Experience
The Transformation Economy What comes after the Experience Economy? According to internationally acclaimed author and management advisor B....
How to Extend Your Healthspan with Dr. Sandeep Palakodeti
How to Extend Your Healthspan with Dr. Sandeep Palakodeti Living longer is not the real goal. Living longer with the strength, energy, menta...
265: How to Build Accountability Without Micromanaging
Accountability Without Micromanaging: How Great Leaders Create Ownership Delegating work should free leaders to focus on strategy, relations...
264: The Friction Tax: Are You Trapping Customers?
The Friction Tax: Are You Trapping Customers? Signing up takes less than a minute. Canceling takes 45. The cancellation button is buried. Cu...
263: Crisis Management: What Customers Remember Most
Crisis Management: What Customers Remember Most A company may not have caused the crisis—but it still owns the customer experience surroundi...
262: Who Really Owns Customer Experience? (part two)
How to Build the Teams That Make Customer Experience Stick Episode 262 of the Customer Service Revolution Podcast Launching a customer exper...
261: Who Really Owns Customer Experience?
Why Customer Experience Fails Without the Right Internal Ownership Every company says customer experience matters. But too many organization...
260: Why Leaders Must Be Great Storytellers
Storytelling is how leaders turn information into belief, alignment, and action. Leadership Storytelling Is No Longer Optional In this episo...
259: Why Customer Experience Transformations Fail in the Middle
How middle managers make or break customer experience transformation Why Customer Experience Transformations Fail in the Middle Most custome...
258: When Service Innovation Makes Customer Experience Worse
Why AI, automation, and self-service only improve customer experience when they reduce effort without removing humanity. Summary n this epis...
257: Happy Employees Create Happy Customers? Not Automatically
The real link between employee experience and customer experience is not happiness alone. It is readiness, training, empowerment, accountabi...