About this episode

The episode discusses the importance of defining ownership in customer experience initiatives and features insights from Dave Murray on successful transformation roles.

Why Customer Experience Fails Without the Right Internal Ownership Every company says customer experience matters. But too many organizations launch CX initiatives without clearly defining who owns the work, who champions it, who keeps it moving, and who makes sure it becomes part of the culture. In this episode of The Customer Service Revolution Podcast, John DiJulius turns the tables and interviews Dave Murray, Vice President of Consulting at The DiJulius Group and co-author of The Employee Experience Revolution . Dave shares what he has learned from more than 13 years of helping organizations build world-class customer and employee experience cultures. The Three Core Roles Every CX Initiative Needs Dave explains that successful customer experience transformation typically requires three core internal roles: The Executive Sponsor This is usually the CEO, owner, or senior executive who sees the pain points and understands that customer experience is not a department problem. It is an organization-wide culture initiative. The Project Champion This person is usually a senior leader who is closer to the day-to-day business and is responsible for making sure the initiative stays…

People in this episode

Host: John Dijulius

Guest: Dave Murray

Topics covered

• customer experience
• internal ownership
• organizational culture
• CX initiatives
• employee experience

Keywords

• customer experience
• CX ownership
• organizational culture
• employee experience
• leadership roles

Mentioned in this episode

Organizations: The DiJulius Group

Books & works: The Employee Experience Revolution

More episodes of Customer Service Revolution | Customer Experience & Employee Experience Insights

• 262: Who Really Owns Customer Experience? (part two) · July 16, 2026 · 32 min
• 260: Why Leaders Must Be Great Storytellers · July 2, 2026 · 37 min
• 259: Why Customer Experience Transformations Fail in the Middle · June 25, 2026 · 35 min
• 258: When Service Innovation Makes Customer Experience Worse · June 18, 2026 · 30 min
• 257: Happy Employees Create Happy Customers? Not Automatically · June 11, 2026 · 45 min
• 256: Daniel Pink on the Human Skills AI Can't Replace · June 4, 2026 · 40 min

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