Customer Service Revolution John Dijulius

Can you imagine a brand so powerful that its customer service makes it indispensable?
On this episode of The Customer Service Revolution, Scott Wozniak, CEO of Swoz Consulting and author of “Make Your Brand Legendary,” joins John to inspect the shifts in customer service and employee experience. We tackle the “employee roulette” and the “five Es” of hospitality that every brand should embody. Scott's insights, rooted in his tenure at Chick-fil-A headquarters, reveal how a happy workforce is essential for a company's longevity and prosperity.
Welcome to the age of AI, where digital interns hold the promise of a corporate revolution! We peel back the curtain on artificial intelligence in the business world, likening it to a cohort of interns full of potential but in need of guidance. For smaller businesses, the strategic adoption of AI can enhance productivity and customer interactions. We dive into the practicalities of incorporating AI into day-to-day operations, from chatbots that manage customer inquiries to AI platforms that breathe life into visual content creation.
John and Scott venture into the impact of AI on industries far and wide. Imagine AI-integrated sensors cutting costs in port crane operations or revolutionizing construction sites. We explore how AI might soon transcend administrative tasks in physical spaces like salons and restaurants, reshaping the service experience. Fast forward to the future, we foresee AI's influence in fashion and hairstyling, where virtual design may soon demand a new breed of professionals.
Tune in to explore an industry on the brink of AI-driven change.
Here are just a few takeaways:
The role of customer service and employee experience in brand building The integration of AI into customer experience strategies with Scott Wozniak, CEO of Swoz Consulting An analogy of AI as interns: potential-filled yet requiring guidance How small businesses can responsibly adopt AI technologies The practical application of AI in business for tasks like customer communication and content creation. AI's impact on industries through integration with sensors, improving efficiency in fields like port logistics and construction The future potential of AI in fashion and hairstyling, forecasting changes in the industry and emerging new professional roles Examining the limitations and current state of AI Appropriate timing for businesses to adopt AI technologies. Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
ScottWozniak.com
www.thedijuliusgroup.com
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EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Growing up in the shadow of a family business feels like living within the pages of history, every turn a new chapter waiting to be written.
On this episode of The Customer Service Revolution, that’s the energy Brian Blaushild, president of Famous Supply, brings as he recounts the story of a company that has weathered the storms of change for nearly a century. With roots tracing back to his great-grandfather Hyman, who founded the company in 1933, Brian's tale is one of resilience, foresight, and commitment to values that transcend generations. He takes us through the evolution of this family empire and the cultural bedrock that has allowed Famous Supply to flourish while still retaining the spirit of entrepreneurship that sparked its inception.
Venturing into succession planning, Brian peels back what it takes to usher a fourth-generation family business into the modern era. It's a balance between respecting the old while courting the new, and Brian shares how navigating these transitions is an art and a strategy. We get an insider’s look at the challenges of earning respect within the company ranks, what it takes to build a supportive team, and the bravery required for sweeping changes that keep a business running and sprinting into the future.
You’ll hear Brian’s reflections on the mark left by his late grandfather, Jay Blaushild. He illustrates how Jay's leadership style—a blend of personal connection and a knack for innovation—became the cornerstone of the company's culture. We then explore leadership development within Famous Supply, where passion outweighs resumes, and a commitment to nurturing talent from within created a vibrant, dynamic workplace that feels more like a community than a corporation.
This episode reflects a family's legacy interwoven with the fabric of their business, an example of passion, mentorship, and leading with heart.
Here are just a few takeaways:
Brian Blaushild's journey leading a fourth-generation family business, Famous Supply, with its nearly century-long history
The balance between honoring legacy while driving innovation and modernization in succession planning
The influence of Jay Blaushild's leadership style on the company's culture and the personal impact on Brian
Cultural fit in hiring practices and maintaining the company's foundational values
Strategies for developing leaders within the company, emphasizing passion and commitment over formal education
Continuous learning and adapting to technological changes to keep the business competitive
Reflections on the significance of family legacy and mentorship in shaping the future of Famous Supply
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
The Employee Experience Revolution book - thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.famous-supply.com
www.linkedin.com/in/brian-Blaushild-05b9895
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Revolutionize your customer interactions and presentation skills on a path to service excellence. Picture a world where artificial intelligence redefines our potential and empowers customer service agents.
In this episode of The Customer Service Revolution, we reveal how AI liberates and uplifts the spirit of service, turning every customer interaction into an opportunity for extraordinary care and satisfaction. We dive into the center of effective communication, examining the magic of storytelling to captivate and move audiences to action. We discuss the strength of an authentic story and how it can turn even the most skeptical customer into a loyal advocate.
How do the pros keep you hanging on every word of their presentations? We'll explore the five key elements of a riveting presentation, starting with breaking the ice and ending with a mic-drop moment. Learn how to combat the curse of knowledge and make your message resonate with anyone. Through examples like Dan Pink's renowned TED Talk, we explore how a well-told story can change the mundane into the unforgettable and how these strategies can inspire your audience.
Embracing the revolutionary mindset means breaking free from the status quo and leaping toward what could be rather than what is. This episode is a call to live out your ambitions and create a customer service revolution measured by impactful actions rather than mere words.
Be ready to walk away with the resolve to make every customer interaction extraordinary. Let's lead the charge together and rewrite the future of customer service.
Here are just a few takeaways:
Mastering public speaking with storytelling techniques
Insights on AI improving customer service by optimizing efficiency and empowering agents
Strategies for crafting presentations that connect with the audience through emotional storytelling
The “curse of knowledge” challenge in presentations and the importance of simplifying language
Five elements of a powerful presentation: icebreaker, setting the stage, providing proof, call to action, and strong close
The revolutionary mindset for customer service leaders
AI's role in enhancing employee satisfaction by reducing monotonous tasks and supporting real-time data assistance.
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

There’s a future where captivating presentations and innovative branding strategies set your business apart.
On this episode of The Customer Service Revolution, John and guest Chris Kocek, CEO of Gallant Branding, share the secrets to delivering presentations that will engage your team and ignite a shared vision that eclipses price wars. Chris brings his wealth of knowledge to the table, revealing how strategic branding and deep insights are crucial to reshaping your business and leading the charge in industry innovation.
We decode the success stories of disruptors like Airbnb and Netflix, tracing their path from recognizing customer pain points to reinventing entire industries. It's not just about the “what” but the “how”—and we'll show you how Liquid Death turned the water brand market on its head with a mix of environmental consciousness and punk rock flair. These are the catalysts for category-defining leaps if you want to challenge the status quo and reframe your brand's narrative.
Finally, say goodbye to the old script as we explore the art of questioning everything. Marvel at how Polaroid's instant photography shaped a culture of immediacy, and Warby Parker's “why not” approach carved out a new vision for eyewear. We're living change by changing contact centers into relationship hubs and placing faith in the power of “what if.”
If you're ready to reshape the way you approach challenges and embrace innovation, this is an episode you can't afford to miss.
Here are just a few takeaways:
The workshop on mastering presentation skills to rally teams around a brand vision Klarna's AI tool's success in automating customer service which can lead to efficiency gains and substantial cost savings The importance of strategic branding and insights for business change How companies like Airbnb and Netflix leveraged customer pain points to disrupt traditional industries Liquid Death's unique branding approach The role of customer insights in revolutionizing product development and transforming contact centers into relationship hubs Polaroid and Warby Parker's innovative questioning of the status quo The power of “why” and “what if” to drive change Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
www.amazon.com/Any-Insights-Yet-Categories-Transform/dp/098928493X
www.linkedin.com/in/chris-kocek-52217a9
www.thedijuliusgroup.com
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We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

Is your company's watchful AI eye crossing the line into employee privacy?
On this episode of The Customer Service Revolution, John tackles this contentious debate head-on, sharing his astonishment at the corporate practice of monitoring employee communications through artificial intelligence. Guest Juan Jaysingh, the brains behind Zingtree, shares the role AI plays in customer experience and the optimization of agent productivity.
Customer service is a battleground for efficiency, and Juan's expertise reveals how his company is leading the charge. We examine the need for quick solutions to consumer issues and how Zingtree's automated workflows and proactive strategies enhance the power dynamics between consumers and customer service agents. From the innovative strategies of giants like Sony to reduce customer frustrations to empowering consumers through self-service options, anticipating needs revolutionizes service delivery.
Finally, we uncover success stories from enterprises that have integrated Zingtree's AI-powered platform into their customer service operations. Juan shares how companies are reaping the benefits of key performance indicators like ticket deflection and first-time resolution rates. These stories highlight the remarkable cost savings and showcase the efficiency improvements that come with the strategic application of AI in customer service, proving it to be a formidable force for businesses aiming to excel in today's competitive market.
Join us on this journey as we explore the cutting-edge junction of customer satisfaction, technology, and the future of work.
Here are just a few takeaways:
AI monitoring in workplaces and the ethical and privacy concerns it raises AI's role in customer service, including rapid issue resolution and proactive care Sony's preemptive customer service measures, like proactive battery replacement for robot vacuums AI's nuanced impact on the labor market An example of a marketplace reducing staff while maintaining service quality Zingtree's AI platform that enhances enterprise customer service by integrating with existing systems for seamless information transfer UnitedHealthcare’s significant cost savings and customer satisfaction improvement with Zingtree's rapid deployment AI automation and ticketless world vision The importance of immediate issue resolution for better customer experiences Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
zingtree.com
www.linkedin.com/in/juanjaysingh
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

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, we discuss the possibilities and challenges of integrating artificial intelligence into customer relations.
Feel the pulse of purpose in your work with stories that resonate with meaning and connection. This episode reveals meaningful employment's incredible impact on our overall well-being, drawing from powerful stories of companies like Unishippers and New Day USA. These tales inspire and expose the tools for creating deeper bonds with customers and the magic that happens when employees understand and connect with the people they serve.
We embrace the Carpe Momento revolution, an ethos that champions the present as a catalyst for exceptional customer service experiences. We share strategies for injecting kindness and empathy into everyday interactions and creating an environment where employees thrive through the joy of helping others.
This revolution is a mindset shift that celebrates every human connection, reminding us all to actively participate in the narrative of customer service evolution.
Here are just a few takeaways:
AI's role in customer service by enhancing empathy and emotional connections Collaborative AI in contact centers addressing challenges like empathy fatigue and job dissatisfaction Purpose-driven work environments linked to improved employee well-being and customer relations Recruiting employees with a strong sense of team purpose, like former athletes, to enhance customer experience The effectiveness of simple, actionable mission statements in guiding employee-customer interactions Daymaker dopamine and the psychological benefits of kindness in the workplace Emphasizing the Carpe Momento mindset for present-focused customer service and meaningful human connections Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/exea
thedijuliusgroup.com/blog
thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale
www.thedijuliusgroup.com
Follow and Review:
We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.