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 understanding client objections before they derail your sale

• The secret to identifying your right-fit buyer and fine-tuning your messaging and marketing

• Why follow-up is the most overlooked part of both the sales and service cycle

• How to eliminate silos between sales, marketing, and customer service to create a seamless, connected experience

Whether you're a business owner, CX leader, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.

🎧 Tune in and discover how to align your people and process to serve customers with excellence.

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 Diabolocom: https://www.diabolocom.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/

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 high-value conversations

• The critical need to balance AI automation with authentic human connection

• Why AI integration leads to more WOW moments and stronger customer loyalty

• How Ignoring AI today is like ignoring computers in the 1980s

• How AI enables 24/7 service without burnout

• Why solving problems quickly and easily is the foundation of trust and advocacy

Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.

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 Diabolocom: https://www.diabolocom.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/

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 belonging that drives long-term success.
• 💪 Perfect Effort – Gene’s powerful philosophy: it’s not about being perfect, it's about putting in perfect effort.
• 📋 Debrief and Do Something – Why post-event reviews matter only when action follows based on what you learn.

Whether you're in the sky or on the ground, this episode is packed with insights on leadership, culture, and delivering remarkable experiences.

Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.

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 Sun 'n Fun: https://flysnf.org/

📌 Learn more about the Aerospace Center for Excellence: https://aceedu.org/

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/

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 adaptability, building a growth mindset, and improving how leaders manage their time and recognize their teams.

You’ll Learn:

• Why emotional intelligence is now a core leadership competency

• How to create a team of leaders who are great coaches

• What great companies are doing to build resilient, agile leaders

• How to help managers manage time and prioritize like pros

• Simple ways to improve communication and boost recognition

• How to inpsire continuous learning and a growth mindset

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

📌 Get the Insights Report: https://issuu.com/simonelliot4xi/docs/customer_experience_cx_insights_report_2024

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

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/

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 theme park experiences—Value, Everyday, Elevated, Premium, and Luxury.

✔️ The core experience principles every park must master: Safety, Hospitality, Quality, Simplicity, and Community.

✔️ Top 10 guest expectations in theme parks and how to exceed them.

✔️ How parks are using gamification, interactivity, and immersive experiences to create emotional connections.

✔️ The best special events and seasonal experiences that drive attendance and loyalty.

✔️ How different generations engage with theme parks—from Silent Generation nostalgia to Gen Alpha’s digital-first approach.

✔️ Cutting-edge strategies to reduce wait times and enhance the in-queue experience.

💡 Whether you're a global destination or a regional park looking to compete, this episode is packed with practical insights and CX principles that can help you elevate guest experience and build lasting brand advocacy.

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/training

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

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/

Music: http://www.bensound.com

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 engagement is the key to customer loyalty

🔹 AI-driven chatbots, voice assistants, and automation in CX

🔹 Actionable ways businesses can implement AI + personalization today

🔹 Real-world examples from Spotify and Starbucks

🔹 Balancing the human connection with AI tools

Businesses that leverage AI for deeper customer connections will lead the future of CX. Are you ready?

Listen now! Don’t forget to subscribe, rate, and review the podcast to stay ahead in customer service, CX, and leadership trends.

Download the 4xi 2024 CX Insights Report Here: https://www.4xiconsulting.com/cxinsightsreport2024

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

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/

Music: http://www.bensound.com

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 https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

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/

Music: http://www.bensound.com

2025 if the year of simplification, and customers want brands who are easy to work with, deliver on commitments, and personalize their experiences.

Stop making it so hard for customers to do business with you - in this episode we talk about 7 ways to make things easier for customers.

- Empower your employees to solve problems

- Deliver seamless omnichannel experiences

- Simplify your processes and eliminate silly policies

Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team.

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/

Music: http://www.bensound.com