181: Designing Your Customer Experience Framework and Hospitality Blueprint
Release Date: 07/21/2025
183: Your Leadership Wake Up Call - 5 Lessons From Labor Day
Customer Service Academy
This leadership wake up call will help you create your workplace of the future - where people want to be, not where they have to be. Labor Day isn’t just a long weekend. It's an annual celebration of American workers. In this episode of the Customer Service Academy, I take a closer look at the history of Labor Day and the lessons it still holds for leaders today. From the 10,000 workers who marched in the very first Labor Day parade in 1882 to the diverse workforce powering today’s experience economy, this holiday reminds us to honor the people behind the progress. I’ll unpack five...
info_outline
182: Technology Enabled, People-Focused Customer Service With Matt Whitmer
Customer Service Academy
Technology enabled, people-focused Customer Service With Matt Whitmer. In today’s episode, we’re thrilled to welcome Matt Whitmer into the studio. Matt is the Chief Revenue Officer and SVP of Marketing at Mosaicx, a conversational AI provider. He has over 15 years of experience in senior leadership focused on CX and enterprise client relationships. What we cover in this episode: It's all about meeting customers where they are in their journey. Customers want to trust the brands they work with. Customers want to feel like they are being helped, not "sold." Build conduits within your...
info_outline
181: Designing Your Customer Experience Framework and Hospitality Blueprint
Customer Service Academy
In this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hospitality. Customer Experience (CX) has the power to create a true competitive advtantage as well as generate revenue from customer loyalty and word of mouth marketing. We’ll explore: The power of a strong Customer Experience Framework Getting your organization on the same page to avoid siloes and duplication Creating a space where employees can do their best work and drive repeatable, engaging customer service Developing a team with a...
info_outline
180: How to Create Real Customer Connections with Doug Brown
Customer Service Academy
In this episode, we’re diving deep into the art of connection with Doug Brown from CEO Sales Strategies. He is an expert at driving results, uniting teams, and delivering unforgettable customer experiences. You’ll learn why today’s customers are clamoring for connection, and how your business can meet that need by aligning your teams, sharpening your message, and understanding your buyers better than ever. We’ll explore: Why great teams move in the same direction (and how to get yours there) How leaders set the tone for performance and culture by setting the example The power of...
info_outline
179: Balancing AI and Humanity in CX with Frederic Durand
Customer Service Academy
Balancing AI and Humanity in CX with Frederic Durand, CEO of Diabolocom In today’s episode, we’re thrilled to welcome Frederic Durand, Founder and CEO of Diabolocom, a global leader in customer experience solutions powered by proprietary AI. With over two decades of experience transforming customer service for brands like Mitsubishi Electric, Nikon, and Brinks, Frederic brings a practical, global perspective to the evolving world of CX. What we cover in this episode: Why great customer experiences are effortless by design How AI can automate repetitive tasks, freeing your team for...
info_outline
178: Hospitality That Makes Sun 'n Fun Soar With Gene Conrad
Customer Service Academy
In this high-flying episode, we sit down with Gene Conrad, President and CEO of the Aerospace Center for Excellence and Sun 'n Fun Aerospace Expo in Lakeland Florida. Sun 'n Fun is one of the largest aviation events in the country and welcomes over 200,000 visitors annually. Key Takeaways: ✈️ Safety First – Safety is the primary focus for the airshow, and should be for your business as well. 👥 People Over Planes – The aircraft might draw a crowd, but it’s the human connection that creates return guests. 🏘️ Build Community – How Sun 'n Fun creates a sense of...
info_outline
177: Developing Coaches Who Get Results: Key Trends in Modern Leadership Training
Customer Service Academy
In this episode of the Customer Service Academy Podcast, we explore the evolving world of leadership development and the critical traits every modern leader needs to succeed—empathy, adaptability, continuous learning, time management, and effective employee engagement. The workplace is changing—and so are the skills leaders need to thrive. We break down how top organizations like Microsoft, Google, and Disney are transforming their leadership training programs and why soft skills are taking center stage. You’ll also get practical, ready-to-use tips for teaching empathy, coaching...
info_outline
176: Crafting Memory Making, Loyalty Building Theme Park Experiences
Customer Service Academy
In this episode of Customer Service Academy, we take a deep dive into the evolving world of theme parks, desitnations, and attractions—and how you can ensure you are delivering loyalty-building experiences for yoru guests. As customer expectations continue to change and evolve, theme parks, resorts, and destinations must innovate to remain competitive. Whether you are running a mega theme park, local attraction, or even a community fair, you will find tips in here to help you build your sales, customer loyalty, and overall experience. We will discuss: ✔️ The five tiers of...
info_outline
175: Supercharge Your Business with AI-Driven Customer Service
Customer Service Academy
AI and hyper-personalization are revolutionizing customer experience (CX) in 2025. Customers expect more than just good service—they demand tailored, predictive, and frictionless interactions across every touchpoint. This will help you grow your business, improve your results, and retain your customers. So, how can businesses keep up? In this episode of Customer Service Academy, we will chat about: 🔹 How AI is reshaping customer service and employee experience (EX) 🔹 The shift from mass personalization to real-time, individualized interactions 🔹 Why predictive...
info_outline
174: Meeting People Where They Are to Drive Influence With Jesse Hernandez
Customer Service Academy
This week we welcome Jesse Hernandez into the studio. Jesse has experience as a leader in the construction space, where he learned to meet people where they are in their journey and inspire teams through intentional communication and listening. - Customer Experience is about consistent quality. - Great leaders are great listeners. - Practicing vulnerability can deepen connections with your team. - Stop solving problems for your team and help them solve problems themselves through critical thinking. Visit to invest in yourself and your team. Tony Johnson is a Customer Experience Expert,...
info_outlineIn this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hospitality. Customer Experience (CX) has the power to create a true competitive advtantage as well as generate revenue from customer loyalty and word of mouth marketing.
We’ll explore:
-
The power of a strong Customer Experience Framework
-
Getting your organization on the same page to avoid siloes and duplication
-
Creating a space where employees can do their best work and drive repeatable, engaging customer service
-
Developing a team with a heart for hospitality
-
Deploying your customer experience and hospitality strategy
-
Reinforcing, measuring, and coaching your hospitality and CX strategy for success now and into the future
Whether you're a business owner, CX leader, C-Suite Executive, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.
🎧 Tune in and learn how you can prioritize a hospitality culture within your organization as a part of a cohesive and intentional CX strategy.
Links & Resources:
📌 Connect with me on LinkedIn: https://www.linkedin.com/in/tony-johnson-ccxp/
📌 Book hospitality training for your team today: https://www.igniteyourservice.com/summits
📌 Learn more about Tony: https://www.igniteyourservice.com/
Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants. He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement. Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.
Check out my FREE Resources and Training Tools:
Web: https://www.igniteyourservice.com/
YouTube: https://www.youtube.com/@TheTonyJohnson
Twitter: https://twitter.com/The_TonyJohnson
Instagram: https://www.instagram.com/THE_TONYJOHNSON/
Tik Tok: https://www.tiktok.com/@igniteyourservice
Facebook: https://www.facebook.com/tonyjohnsoncx/