About this episode

John DiJulius and Dave Murray discuss the importance of internal structures like the customer experience steering committee and CX ambassadors in sustaining customer experience initiatives.

How to Build the Teams That Make Customer Experience Stick Episode 262 of the Customer Service Revolution Podcast Launching a customer experience initiative is one thing. Building the internal structure that keeps it alive is another. In this episode of the Customer Service Revolution Podcast, John DiJulius continues his conversation with Dave Murray, Vice President of The DiJulius Group, about the stakeholders required to successfully launch and sustain a customer experience transformation. They focus on two groups that can determine whether a CX initiative becomes part of the culture or quietly disappears: the customer experience steering committee and CX ambassadors. Dave explains who should serve on a CX steering committee, how often the group should meet, what responsibilities it should own, and why representation must extend beyond customer-facing departments. John and Dave also explore how frontline employees can become influential CX ambassadors who reinforce standards, build peer-level support, and help organizations identify future leaders. Related: Building an initiative that lasts Why a Customer Experience Steering Committee Matters A CX steering committee serves as…

People in this episode

Host: John DiJulius

Guest: Dave Murray

Topics covered

• customer experience
• CX steering committee
• CX ambassadors
• employee engagement
• organizational culture

Keywords

• customer experience
• CX initiative
• steering committee
• CX ambassadors
• employee engagement

Mentioned in this episode

Organizations: The DiJulius Group

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

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• 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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