HUMAN EXPERIENCE
What The Best Organizations In The World Have In Common
After 25 + years of working with the world’ s most recognized service brands, I can tell you exactly what separates the ones pulling ahead right now from the ones scrambling. They’ ve deployed technology thoughtfully— without abandoning the human infrastructure that earns trust. They’ ve defined their service standards so clearly that consistency is a system, not a hope. And they’ ve built cultures where their people grow alongside the company, so customers feel that energy in every single interaction.
As I say in“ What a Customer Service Revolution Really Is,” they’ ve made price irrelevant— because the experience they deliver is so consistently extraordinary that their customers never think to compare.
My Four Priorities For CEOs In 2026
Priority 1: Define Your Experience Standards Before The Next Disruption Build your Never & Always framework now. Don’ t wait for the next AI wave, the next economic shift, or the next round of turnover. When your standards are defined, everything else— technology, new hires, new channels— has a culture to plug into.
Priority 2: Audit Your Employee Experience With The Same Rigor As Your Customer Experience Use the T. E. E. M. framework to walk through your employee journey from day one onward. Find where your people are quietly cracking— and fix the systems, not just the symptoms.
Priority 3: Train For Service Aptitude At Every Level Consistency starts with shared language, shared standards, and shared purpose. That has to run from the C-suite all the way to the front line. Explore our CX and EX consulting options and find the right fit for your organization.
Priority 4: Measure Loyalty, Not Just Satisfaction Shift your dashboard. Know which customers are staying, which are leaving, and exactly why— then build the relationship infrastructure to change those numbers, guided by the Day in the Life of a Customer framework. +
John R. DiJulius, III
Chief Revolution Officer Have you ever thought how some organizations become the brands customers can’ t live without? Do you think it is possible to make price irrelevant? John will show you exactly how to do both.
John is considered the authority on world-class customer experience and the best-selling author of six books on customer and employee experience. He is the president of The DiJulius Group, a consulting firm that works with companies like Starbucks, Alcon, Chick-fil-A, The Ritz-Carlton, Nestle, PwC, Lexus, Schneider Electric, and many more. John also hosts The Customer Service Revolution Podcast.
John is not just telling others how to do it; he has built three successful businesses. In addition to The DiJulius Group, John is also the Founder of John Robert’ s Spa, named one of the Top 20 Salons in America with multiple locations( and over 150 employees). His third business, Believe in Dreams, is a
nonprofit that helps make dreams come true for deserving children.
John will demonstrate how you can make Customer Service your single biggest competitive advantage, become the brand Customers cannot live without.
john @ thedijuliusgroup. com
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