Employee Engagement Has Fallen to an 11-Year Low; Gen Z & Work from Home Dropping the Most A new Gallup study reveals employee engagement has fallen to its lowest point in 11 years. Gallup measures employee engagement as being involved and enthusiastic about their work and workplace, whether employees feel they know what’s expected of... Read Full Article The post Employee Engagement Has Fallen to an 11-Year Low appeared first on The DiJulius Group ..read more

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 a potential carrier of compassion,... Read Full Article The post 152: The Power of Purpose appeared first on The DiJulius Group ..read more

The Most Critical Element of an Amazing Customer Experience is Being Human-Centric Today, we are living in the “digital disruption era.” Technological innovations are exploding with the rise of artificial intelligence (AI) and machine learning (ML). As an entrepreneur, like so many, I have become enamored with the potential of what AI can do. And,... Read Full Article The post The Human-Centric Approach appeared first on The DiJulius Group ..read more

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, and leaders must weave a... Read Full Article The post 151: Welcome to the Employee Experience Revolution appeared first on The DiJulius Group ..read more

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 with Howard Schultz’s call to... Read Full Article The post 150: How to Achieve More than Just Customer Satisfaction: Become the Brand Customers Cannot Live Without appeared first on The DiJulius Group ..read more

Effectively, AI is Replacing Employees AI Tool that Does the Work of 700 Full-Time Employees  In a Forbes article, Klarna’s New AI Tool Does The Work Of 700 Customer Service Reps. A Swedish-based company, Klarna, that offers a buy now pay later option, allowing customers to purchase merchandise from retailers on lay-a-way, has recently shared... Read Full Article The post AI is Replacing Employees; Will it Create an Employer’s Market? appeared first on The DiJulius Group ..read more

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 Jaynie dives into customer-centric strategies,... Read Full Article The post 149: What is Your Competitive Advantage? appeared first on The DiJulius Group ..read more

CNBC reports in an article, How Walmart, Delta, Chevron and Starbucks are using AI to monitor employee messages, there is a strong likelihood that artificial intelligence is scrutinizing your communications on platforms like Slack, Microsoft Teams, Zoom, and similar apps. Major corporations like Walmart, Delta Air Lines, T-Mobile, Chevron, Starbucks, Nestle, and AstraZeneca, have enlisted... Read Full Article The post Businesses Monitoring Employee Communications appeared first on The DiJulius Group ..read more

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 engagement. From the power of... Read Full Article The post 148: Find Out What Dating and Customer Service Have in Common appeared first on The DiJulius Group ..read more

AI and the Customer Experience, Part 1 AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. According to an article in Craving Tech, organizations that have integrated this new technology into... Read Full Article The post How Artificial Intelligence (AI) is Benefiting Customer and Employee Satisfaction appeared first on The DiJulius Group ..read more