HeyJaredCustomer 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 who are revolutionizing their industries.
- Indexed episodes, last 90 days
- 12
- Latest publication
- Sep 24, 2026
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- Earliest in this view
- Jul 9, 2026
Latest episodes
272: Your Employee Experience Is Showing Up in Your Customer Experience (opens the original)
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Your employees don't experience your organization through its mission statement. They experience it through their leaders. In Episode 272 of the Customer Service Revolution, Denise Thompson talks with Dave Murray, Vice President of Consulting at The DiJulius Group, about the connection between employee experience, leadership and customer experience. Dave shares lessons from his work with PSECU, including why managers must reinforce CX standards after training, how better one-on-ones can change e
271: When Innovation Stops Serving the Customer (opens the original)
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When Innovation Stops Serving the Customer When does innovation stop being customer-centric and start becoming corporate strategy for strategy's sake? In Episode 271 of the Customer Service Revolution, Denise Thompson and John DiJulius examine Nike, Apple, Starbucks, Gap, Peloton and other major brands to explore what happens when companies chase new channels, customers and efficiencies while losing sight of the people who made them successful. They discuss why removing friction isn't always the
270: The $100 Million Bet on Human Skills in the AI Era (opens the original)
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EY is investing $100 million in employee rewards for future-focused skills such as judgment, adaptability, collaboration, leadership, innovation, and exceptional client service. What does that reveal about the future of work? Denise Thompson and John DiJulius discuss why human skills become more valuable—not less—as AI takes over routine tasks. Technology can increase speed and efficiency, but customer loyalty is still built through empathy, trust, judgment, curiosity, listening, and service rec
269: Encore Episode - Creating Alignment with A Customer Experience Action Statement (opens the original)
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AI Can Accelerate Your Strategy—But It Cannot Choose Your Direction Before You Implement AI, Align the Experience Companies are moving quickly to implement artificial intelligence, automation and new digital tools. But speed without alignment can create a more efficient version of the wrong customer experience. Before an organization decides what AI should do, its leaders and employees must agree on the experience they are trying to create. A Customer Experience Action Statement, or CXAS, provid
268: What Does the Future Service-Centric Organization Looks Like (opens the original)
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The Customer Service Department Is Dead: What the Future Service-Centric Organization Looks Like Customer service cannot remain the department responsible for cleaning up problems created by the rest of the company. If an organization is serious about becoming service-centric, every department must understand how its decisions shape the customer experience—and one accountable leader must ensure the entire system works. In Episode 268 of the Customer Service Revolution Podcast, Denise Thompson an
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