Customer Service Revolution · 2026-05-28 · 26 min
John DiJulius explains why so many leaders believe their customer experience is improving while customers feel something very different. Summary: In this episode of The Customer Service Revolution Podcast , Denise Thompson and John DiJulius unpack one of the most dangerous gaps in business today: the difference between what leaders think customers are experiencing and what customers are actually feeling. A 2026 customer experience report referenced in the episode found that 66% of CX practitioners believe customer experience improved last year, while only 17% of consumers agree. That gap is not just a measurement issue. It is a leadership issue. John explains why survey scores, dashboards, and internal reports can create false confidence. He also discusses why customer feedback often fails to become customer intelligence, how silos distort the experience, and why frontline employees are often closest to the truth but least empowered to fix recurring friction points. The episode challenges leaders to stop judging customer experience from the conference room and start getting closer to the real customer journey.
260: Why Leaders Must Be Great Storytellers44 / 100
259: Why Customer Experience Transformations Fail in the Middle
258: When Service Innovation Makes Customer Experience Worse
257: Happy Employees Create Happy Customers? Not Automatically
256: Daniel Pink on the Human Skills AI Can't Replace